Terms of service

Terms of Service

Last updated: 4 July 2026

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

Velunora Home is operated by:

VELUNORA COMMERCE LTD
Company number: 17320168
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:

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 VELUNORA COMMERCE 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 VELUNORA COMMERCE 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