Refund policy
Return & Refund Policy
Last Updated: Sunday, July 5, 2026
At Velora Living Ltd, we are committed to providing high-quality furniture and outstanding customer service. This Return & Refund Policy explains your rights when purchasing products from our website and operates alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013
1. Change of Mind Returns (Online Orders)
If you purchase furniture through our website, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise this right, you must notify us within 14 days of delivery by emailing:
Once you have informed us of your decision, you must return the item within a further 14 days.
Returned products must:
- Be unused and in a resaleable condition.
- Be returned with all original packaging where reasonably possible.
- Include all accessories and documentation supplied.
- Be accompanied by proof of purchase.
Unless the product is faulty or we have made an error, the customer is responsible for the cost of returning the item.
2. Faulty, Damaged or Incorrect Items
Please inspect your furniture carefully upon delivery.
If your order arrives:
- damaged,
- defective,
- incomplete,
- or not as described,
please contact us within 48 hours of delivery by emailing:
Please include:
- your order number;
- photographs of the product;
- photographs of the packaging;
- a description of the issue.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate remedy in accordance with UK consumer law, including repair, replacement or refund where applicable.
3. Made-to-Order & Bespoke Furniture
Many of our sofas and furniture pieces are manufactured to order or customised to your selected size, fabric, colour or configuration.
As these products are made specifically for you, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations.
Once production has commenced, made-to-order products cannot be cancelled or returned unless they are:
- faulty;
- damaged;
- or not as described.
Your statutory rights remain unaffected.
4. Delivery Access
Customers are responsible for ensuring that purchased furniture can be delivered into their property.
Please check:
- doorways;
- hallways;
- staircases;
- lifts;
- access routes.
If delivery cannot be completed because access is unsuitable, additional delivery or collection charges may apply.
5. Non-Returnable Items
The following products cannot normally be returned unless they are faulty:
- bespoke or personalised furniture;
- customised fabric selections;
- made-to-order products;
- gift cards;
- clearance or final-sale items.
6. Exchanges
We do not currently offer direct exchanges.
If you require a different product, please return the eligible item in accordance with this policy and place a new order.
7. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods or evidence that they have been returned, whichever is earlier, in line with UK consumer law. Your payment provider may take additional time to process the refund.
8. Return Address
Returns should only be sent after receiving return authorisation from our customer service team.
Velora Living Ltd
Unauthorised returns may be refused.
9. Contact Us
For all return and refund enquiries, please contact:
Velora Living Ltd