Cancellation Policy

At British Velora, we understand that sometimes plans change. This Cancellation Policy explains how you can cancel an order placed on www.britishvelora.com or through our customer service team.

1. Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched:

• Contact our support team immediately at support@britishvelora.com.
• Please include your order number and reason for cancellation.

If your order has not yet been processed or shipped, we will cancel it and issue a full refund within 3–5 working days to your original payment method.

2. Cancelling After Dispatch

If your order has already been dispatched or is out for delivery:

• You may still cancel, but return delivery charges may apply.
• The product must be returned in unused, unopened, and resalable condition.
• Refunds will be processed after we receive the returned goods and inspect them.

Custom, made-to-order, or personalised furniture cannot be cancelled once production has begun.

3. Custom-Made & Bespoke Items

All custom, made-to-order, or personalised products (such as bespoke bed frames, specific fabric choices, or non-standard sizes) are non-cancellable once confirmed. Production begins immediately after order approval to meet lead times.

In exceptional circumstances, we may agree to a cancellation before production starts — in which case an admin or material fee may apply.

4. Trade & Bulk Orders

Trade, bulk, or wholesale orders have different cancellation terms and may require written notice. Please refer to your trade invoice or agreement for full details.

5. Refunds for Cancelled Orders

Once your cancellation is confirmed and approved:

• Refunds are issued within 7–10 working days to the original payment method.
• Any applicable deductions (e.g., delivery or restocking fees) will be detailed in writing.

6. Faulty or Damaged Goods

If you cancel due to a faulty, damaged, or incorrect item, please email us within 48 hours of delivery with photos and your order number. We will arrange a free replacement, repair, or refund depending on the case.

7. Contact Us

For all order cancellations, please contact our customer service team:

Email: support@britishvelora.com
Address: British Velora / Elysium Construction NW Ltd
Unit 9 Ramsgreave Business Park, Pleckgate Road, Blackburn, England, BB1 8RP