Returns and Refund Policy

Overview

At VelvetRow, we want you to understand your options if you change your mind or experience a problem with your order.

This policy applies to physical goods purchased from our online store. It does not limit your statutory rights under applicable UK consumer law.

Cancelling Your Order

For most online purchases, you can cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

If goods from a single order arrive separately, the cancellation period normally ends 14 days after the day you receive the final item.

To cancel, email velvetrowshop@gmail.com with a clear statement that you wish to cancel. Include your name and order number, if available, to help us identify your purchase.

Your cancellation does not depend on our approval. You may still exercise an applicable cancellation right after dispatch.

Returning Your Order

After notifying us of your cancellation, send the goods back within 14 days.

Email velvetrowshop@gmail.com for the appropriate return instructions and delivery address. Requesting instructions does not replace your cancellation notice or make your cancellation subject to approval.

Please package items securely and keep proof of posting. Include the original packaging, accessories and instructions where possible.

You may inspect an item as you reasonably would in a shop. We do not require an item to remain unopened as a general condition of exercising your cancellation rights.

Return Shipping Costs

For a change-of-mind cancellation, you pay the direct cost of returning the goods, provided this responsibility was disclosed before purchase.

If we did not disclose that responsibility before you ordered, we will cover the return cost.

For goods that cannot normally be returned by post, any return cost payable by you must be disclosed before purchase.

VelvetRow covers reasonable return costs where goods are faulty, damaged, incorrect or not as described. Contact us so we can arrange an appropriate return method.

Refunds for Change-of-Mind Cancellations

We will refund the amount paid for the returned goods, subject to any lawful deduction for diminished value.

When you cancel an entire order, we also refund any charge paid for our least expensive standard delivery option. Our UK Standard delivery is free, so an additional amount paid for Priority delivery is not normally refundable when you cancel solely because you changed your mind.

We will refund you without undue delay and within 14 days after receiving the returned goods or evidence that you sent them back, whichever happens first.

If we offer to collect the goods, or no goods have been supplied, we will refund within 14 days after being informed of the cancellation.

Refunds use the original payment method unless you expressly agree otherwise. We do not charge restocking or refund administration fees.

We may deduct an amount reflecting loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Any deduction will be explained and applied only where permitted by law.

Refunds are issued in pounds sterling (GBP, £). Your payment provider may need additional time to display the credit.

Faulty, Damaged or Incorrect Goods

Your goods must be of satisfactory quality, fit for purpose and as described.

If they do not meet these requirements, you normally have 30 days to reject them and obtain a refund. A shorter period may apply to goods reasonably expected to perish sooner.

After this period, you may be entitled to a repair or replacement at no cost. If this is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a final right to reject.

For the relevant statutory remedies, a fault appearing within the first six months is generally presumed to have existed at delivery unless the law provides otherwise. Your rights do not automatically expire after six months.

Where you are entitled to a refund for rejected faulty goods, we will provide it without undue delay and within 14 days after agreeing that you are entitled to it.

Email us with your order details and a description of the issue. Photographs may help, but they are not an absolute condition of a valid claim.

Exceptions

Where the legal conditions apply, change-of-mind cancellation rights may not cover:

• Goods made to your specifications or clearly personalised.
• Goods likely to deteriorate or expire rapidly.
• Sealed goods unsuitable for return for genuine health protection or hygiene reasons once unsealed after delivery.
• Goods inseparably mixed with other items after delivery.

These exceptions do not remove rights relating to faulty or misdescribed goods.

Sale items have the same statutory consumer rights as full-price items.

Exchanges

Contact us if you would like a different size, colour or item. Change-of-mind exchanges depend on availability.

Your statutory right to a replacement for non-conforming goods remains unaffected.

Contact

For cancellations, returns and refunds, contact VelvetRow at velvetrowshop@gmail.com.