Return & Refund Policy

At British Velora, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains when and how you can return products bought from www.britishvelora.com or directly through our sales team.

1. Eligibility for Returns

You may return most unused and unopened items within 14 days of delivery. To qualify for a return:

• The item must be in its original condition and packaging.
• Proof of purchase (order number or receipt) is required.
• Returns must be authorised by our customer care team before shipping.

Please note:

• Custom-made, bespoke, or personalised furniture cannot be returned unless faulty or damaged.
• Mattresses, toppers, or bedding cannot be accepted once unsealed for hygiene reasons unless defective.

2. How to Start a Return

1. Email support@britishvelora.com within 14 days of receiving your item.
2. Provide your order number, product name, and reason for return.
3. Our team will confirm return instructions and, if applicable, collection or courier details.

Do not return goods without prior authorisation, as this may delay processing.

3. Refund Process

Once we receive and inspect your return, we will:

• Notify you by email of the approval or rejection of your refund.
• Process approved refunds within 7–10 working days via your original payment method.

If your item is not in its original condition, or parts are missing due to customer handling, a deduction may be applied.

4. Exchange Policy

If you prefer an exchange for another product, we will arrange it once the returned item has been received and inspected. Any price difference or additional delivery charge will be confirmed before shipping.

5. Damaged or Faulty Items

If your order arrives damaged or defective:

• Report the issue within 48 hours of delivery.
• Provide clear photos and a description of the issue via support@britishvelora.com.

We will arrange a repair, replacement, or full refund depending on the situation.

6. Return Costs

• If the return is due to a change of mind, the customer covers return delivery costs.
• If the product is faulty or incorrect, we cover all costs for collection or replacement.

7. Trade & Wholesale Returns

Trade, bulk, or bespoke orders are handled under separate agreements. Please refer to your trade invoice or contact your account manager for details.

8. Non-Returnable Items

• Custom-size or made-to-order products
• Used mattresses or bedding
• Clearance or final-sale items clearly marked as non-returnable

9. Contact Us

For all return or refund enquiries, please contact:

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