Terms of service

Terms of Service

Last updated: 10 June 2026

These Terms of Service govern your use of velunorahome.co.uk and any purchase made from Velunora Home.

Velunora Home is operated by:

CAPE CAUSE LTD
Company number: 16546207
Registered in England and Wales

Registered office:

2nd Floor College House
17 King Edwards Road
Ruislip, London
United Kingdom
HA4 7AE

Email: support@velunorahome.co.uk

The registered office is not a retail shop, warehouse, or customer returns centre.

By visiting our website, creating an account, placing an order, or otherwise using our services, you agree to these Terms of Service.

Please read them carefully before placing an order.

1. About These Terms

These terms apply to:

Your use of our website
Product purchases
Payments
Delivery
Returns and refunds
Customer accounts
Reviews and submitted content
Other interactions with Velunora Home

Additional policies form part of these terms, including our:

Privacy Policy
Returns & Refunds Policy
Shipping Policy
Cookie Policy
Payment Methods information

Nothing in these terms limits or excludes rights that cannot legally be excluded under UK consumer law.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract to place an order.

By ordering, you confirm that:

The information you provide is accurate and complete
You are authorised to use the selected payment method
You are purchasing for lawful purposes
You will not use our products or services fraudulently

We may refuse or cancel an order where we reasonably believe fraud, misuse, unauthorised payment activity, or unlawful conduct is involved.

3. Website Use

You may use our website only for lawful personal or commercial shopping purposes.

You must not:

Attempt to gain unauthorised access to the website
Interfere with website security or operation
Introduce malicious software
Scrape or copy substantial parts of the website without permission
Use false information
Make fraudulent purchases
Impersonate another person or business
Abuse promotions, discounts, refunds, or returns
Use the website in violation of applicable law

We may restrict access where reasonably necessary to protect customers, our business, payment providers, or website security.

4. Product Information

We aim to describe and display products accurately.

Product pages may include:

Photographs
Dimensions
Materials
Colours
Features
Compatibility information
Installation guidance
Estimated delivery information

Minor differences may occur because of:

Screen colour settings
Photography lighting
Manufacturing tolerances
Hand-finished materials
Supplier updates
Packaging changes

Such minor differences do not affect your statutory rights where goods are materially misdescribed, faulty, or not as shown.

Customers are responsible for reviewing product measurements, electrical requirements, installation requirements, and compatibility before ordering.

5. Electrical Products and Installation

Some products may require installation, assembly, wiring, batteries, bulbs, tools, or professional assistance.

You are responsible for:

Reading the product instructions
Following safety guidance
Checking suitability for the intended location
Using a qualified electrician where required
Ensuring outdoor products are installed only where their stated weather rating permits
Checking voltage, plug, bulb, fitting, and compatibility information

Velunora Home is not responsible for damage caused by improper installation, misuse, unauthorised modification, failure to follow instructions, or installation by an unqualified person.

This does not exclude liability that cannot legally be excluded.

6. Prices

All prices are displayed in British pounds sterling (GBP) unless stated otherwise.

Prices may change at any time before an order is placed.

The price charged will be the price shown at checkout when you submit the order, subject to correction of obvious errors.

Prices may include or exclude applicable taxes depending on our tax status and the information shown at checkout.

Any delivery charges will be shown before you complete payment.

7. Pricing and Listing Errors

We try to ensure prices, descriptions, availability, and promotional information are accurate.

If we discover an obvious pricing or listing error after you place an order, we may:

Contact you and offer the correct information or price
Ask whether you wish to continue
Cancel the affected item or order and issue a refund

We will not be required to supply a product at an obviously incorrect price where the error should reasonably have been apparent.

8. Orders

Placing an order is an offer to buy the selected products.

After you place an order, you may receive an automated acknowledgement. This confirms receipt of your order but does not necessarily mean it has been accepted.

A contract is normally formed when:

We confirm acceptance of your order, or
The order is dispatched

We may decline or cancel an order before dispatch for reasons including:

Product unavailability
Payment failure
Suspected fraud
Incorrect product information
Incorrect pricing
Delivery restrictions
Quantity limitations
Legal or regulatory concerns

If payment has already been taken for a cancelled order, we will refund the relevant amount.

9. Product Availability

Products are subject to availability.

Items may become unavailable after an order is placed because of:

Inventory changes
Supplier availability
Quality-control concerns
Discontinued products
Fulfilment delays

If an item is unavailable, we may offer:

A revised delivery estimate
A suitable replacement, with your agreement
Cancellation and a refund

We will not substitute a materially different product without your approval.

10. Payment

Payment must be completed using one of the methods available at checkout.

Payment services may be provided by third parties, including Shopify Payments, Stripe, PayPal, card networks, banks, or other providers.

You confirm that:

You are authorised to use the payment method
Billing details are accurate
Sufficient funds or credit are available

Payments may be subject to:

Fraud screening
Security authentication
Card issuer approval
Payment-provider checks

We do not control payment-provider decisions or processing delays.

11. Fraud Prevention

We may review, hold, refuse, or cancel an order where there are reasonable signs of:

Unauthorised card use
Identity theft
False customer information
Unusual order activity
Repeated payment failures
High-risk delivery details
Return or refund abuse
Payment disputes connected with fraudulent activity

We may request reasonable verification information before processing an order.

12. Fulfilment and Delivery

Orders are normally processed and fulfilled within 2 business days.

After dispatch, standard delivery normally takes 5–8 business days.

Most customers therefore receive their order within approximately 7–10 business days from purchase.

Delivery dates are estimates and are not guaranteed unless we expressly confirm a guaranteed service in writing.

Delays may occur because of:

Carrier disruption
Severe weather
Public holidays
Customs checks
Incorrect delivery details
Remote delivery locations
Peak shopping periods
Circumstances outside our reasonable control

Please see our Shipping Policy for full details.

13. Delivery Responsibility

You are responsible for providing a complete and accurate delivery address.

Once an order is dispatched, changes to the delivery address may not be possible.

We may rely on delivery confirmation from the carrier, including:

Tracking scans
Photographic proof
GPS data
Delivery signatures
Safe-place confirmation

If a parcel is returned because the address was incorrect, delivery was refused, or it was not collected, reasonable redelivery or return costs may be charged or deducted from a refund where legally permitted.

14. Risk and Ownership

Risk in the products normally passes to you when the goods are delivered to you or to a person you have identified to receive them.

Ownership passes once:

Full payment has been received, and
The goods have been delivered

Nothing in this section limits statutory consumer protections.

15. Cancellation, Returns and Refunds

Your rights to cancel, return, exchange, repair, replace, or obtain a refund are explained in our Returns & Refunds Policy.

Eligible online customers generally have statutory cancellation rights in addition to our voluntary 30-day return period.

Products must be returned only after contacting us and receiving return instructions.

Do not send returns to our registered office unless we specifically instruct you to do so.

16. Faulty or Misdescribed Goods

Goods must be:

As described
Of satisfactory quality
Fit for their intended purpose

Where goods are faulty, unsafe, damaged, or materially misdescribed, you may be entitled to a refund, repair, replacement, or other remedy under applicable law.

Nothing in these terms removes or restricts those rights.

17. Promotions and Discount Codes

Promotions and discount codes may be subject to:

Expiry dates
Minimum order amounts
Product exclusions
Customer limits
Country restrictions
Single-use restrictions
Stock availability

Unless stated otherwise:

Discount codes cannot be combined
Discounts cannot be applied retrospectively
Discounts have no cash value
Promotions may be withdrawn where legally permitted

We may cancel or refuse a promotion where there is evidence of misuse, technical error, or fraud.

18. Reviews and Customer Content

You may be able to submit:

Reviews
Photographs
Videos
Questions
Comments
Testimonials

You confirm that content you submit:

Is truthful
Is based on genuine experience
Does not infringe another person’s rights
Is not unlawful, abusive, threatening, misleading, or defamatory
Does not contain malicious software or spam

You retain ownership of your content, but grant us a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, edit for formatting, and publish it for store, marketing, and customer-service purposes.

We may moderate or remove content that violates these terms, but we are not obliged to publish every submission.

19. Intellectual Property

All website content, including:

Logos
Brand names
Text
Graphics
Layouts
Product-page content
Photographs owned or licensed by us
Videos
Software
Design elements

is owned by or licensed to CAPE CAUSE LTD and is protected by applicable intellectual-property laws.

You may not reproduce, distribute, sell, republish, or commercially exploit our content without written permission.

You may use website content only for ordinary personal shopping and reference purposes.

20. Third-Party Services and Links

Our website may use or link to third-party services, including:

Payment providers
Delivery carriers
Review services
Tracking services
Social-media platforms
Analytics providers
Advertising platforms

We are not responsible for the independent content, security, availability, or privacy practices of third-party websites.

Your use of a third-party service may also be governed by its own terms.

21. Website Availability

We aim to keep the website available and accurate, but we do not guarantee uninterrupted or error-free access.

We may:

Perform maintenance
Correct errors
Update features
Remove content
Suspend parts of the site
Change product availability

We are not responsible for temporary interruptions outside our reasonable control.

22. Limitation of Liability

Nothing in these terms excludes or limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of rights that cannot legally be excluded
Any other liability that cannot lawfully be limited

Subject to those protections, we are not responsible for losses that were not reasonably foreseeable when the contract was made.

We are not responsible for business losses where you purchase as a consumer, including:

Lost profits
Lost revenue
Lost business opportunities
Business interruption

If you purchase primarily for business use, separate business terms may apply.

23. Events Outside Our Control

We are not responsible for delay or failure caused by events outside our reasonable control, including:

Natural disasters
Severe weather
Carrier disruption
Customs delays
Strikes
Civil disorder
War
Government restrictions
Internet or platform outages
Supplier failures
Public-health emergencies

We will take reasonable steps to reduce the effect and keep you informed where appropriate.

24. Indemnity

If you use the website for unlawful or unauthorised commercial purposes, you may be responsible for reasonable losses or claims caused by that misuse.

This section does not apply in a way that unfairly limits consumer rights.

25. Suspension or Termination

We may suspend or terminate access to customer accounts where there is reasonable evidence of:

Fraud
Security threats
Unlawful conduct
Repeated policy abuse
Chargeback abuse
Harassment of staff
Website misuse

Termination does not remove rights or obligations that arose before termination.

26. Complaints

If you have a complaint, contact:

support@velunorahome.co.uk

Please include:

Your full name
Order number
Description of the issue
The outcome you are requesting
Supporting photographs or documents where relevant

We aim to acknowledge complaints promptly and resolve them fairly.

27. Changes to These Terms

We may update these terms to reflect:

Legal changes
Operational changes
New services
Technology updates
Payment or fulfilment changes

The updated version will be published on this page with a revised date.

Changes will not unfairly remove rights relating to orders already accepted.

28. Severability

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

29. No Waiver

If we delay enforcing a right under these terms, that does not mean we have waived that right.

30. Transfer of Rights

We may transfer our rights or obligations as part of a legitimate business sale, restructuring, merger, or service arrangement, provided this does not reduce your legal rights.

You may not transfer your rights or obligations under these terms without our written consent, except where the law permits.

31. Third-Party Rights

Unless expressly stated otherwise, no person other than you and CAPE CAUSE LTD has the right to enforce these terms.

32. Governing Law

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory protections and may be entitled to bring proceedings in the courts where you live.

Nothing in this section removes rights granted by mandatory consumer law.

33. Contact Information

Velunora Home

Website: velunorahome.co.uk