Refund policy

At Vellurahome, we want you to shop with complete peace of mind. If you are not entirely satisfied with your order, most products can be returned within 40 days of delivery for a refund, subject to the conditions outlined below.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The product must remain pristine, unused, free from damage, and in its original packaging.
  • All original parts, manuals, and accessories must be included in the return parcel.
  • You must provide valid proof of purchase (such as an order confirmation email or order number).

Please ensure you contact our support team before sending any items back so we can evaluate your request and issue the proper return authorisation and instructions.

2. Free Returns

Should your item arrive damaged, faulty, or if the wrong product was sent, we will cover the return and issue a full refund at no expense to you, pending verification.

For these claims, we may ask for photographic or video evidence showing the fault or damage. Once confirmed, we will process a full refund or send a replacement. In some instances, we may not even require the faulty item to be shipped back to our facility.

3. Change of Mind Returns

If you have simply changed your mind, purchased the incorrect variant, or decide you no longer need the item, you are welcome to return it within 40 days of receiving your delivery, provided it satisfies our strict eligibility criteria.

In these instances, the customer is responsible for covering the return shipping fees. We do not charge any restocking fees.

4. Non-Returnable Items

The following categories of goods are strictly non-refundable and cannot be returned:

  • Gift cards
  • Bespoke, personalized, or custom-made items
  • Products that have been used, modified, washed, or damaged after delivery by the customer

5. How to Start a Return

To initiate a return, please send an email to support@vellurahome.co.uk containing:

  • Your order number
  • The specific reason you are returning the item
  • Clear photos or videos (required if the item is damaged, faulty, or incorrect)
  • Your full name and the original delivery address

Our customer care team will assess your email and guide you through the next steps.

6. Return Method

All returns are processed by mail.

The customer must ship the item using their own trackable courier service to the address provided after authorisation.

7. Return Shipping Costs

If the return is due to an error on our part (e.g., you received a damaged, faulty, or incorrect item), we will issue a full refund with no additional return costs to you.

If the return is due to a change of mind or an ordering mistake on your part, you will be responsible for purchasing the return shipping label. Absolutely no restocking fees will be applied to your return.

8. Refunds

Once your return reaches our facility and passes inspection, we will notify you of the result via email.

If approved, your refund will be processed and automatically applied to the original payment method used at checkout within 7 business days. Please note that depending on your bank or financial institution, it may take additional processing time for the funds to clear into your account. If a return is rejected during inspection, we will provide a written explanation detailing the reason.

9. Damaged, Defective, or Incorrect Items

We urge you to inspect your parcel as soon as it arrives. If you discover that an item is damaged, defective, or incorrect, please email us immediately at support@vellurahome.co.uk with photographic proof of the issue. We will swiftly organize a free replacement or a full refund at zero cost to you.

10. Exchanges

We happily accept exchanges for eligible items. If you would like a different product, variation, or size, please contact our support team. The original item must be returned unused, undamaged, and in its original packaging. Once we receive and inspect your original item, we will process and ship your new exchanged item.

11. Cancellations

You may cancel your order completely free of charge at any time before it has been dispatched. Simply email us immediately, and we will halt the shipment and issue a full refund.

Once an order has entered the shipping network, it cannot be cancelled. However, you may return the item following our standard return procedure once it arrives. If a delivery is unsuccessful because an incorrect or incomplete address was provided, or if a package is refused or left unclaimed, we will issue a refund once the parcel is returned to our facility. The exact return shipping cost charged to us by the courier may be deducted from your final refund amount. No other fees or deductions will be
applied.

For more information: If you have any further questions about your delivery or need assistance, Visit our Frequently Asked Questions page or contact Customer Support.

Contact Information

Business Name: Vellurahome

Email: support@vellurahome.co.uk

Phone: +447446364721

Registered Address: Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE

Customer Service Hours:

Monday–Friday: 09:00 a.m. – 5:00 p.m. (GMT - London)
Saturday: 10:00 a.m. – 4:00 p.m. (GMT - London)
Sunday: Closed

We aim to respond to all messages within 24 hours.