Refund policy
You can return most items within 14 days of delivery for a refund. Items that arrive damaged, faulty or incorrect are replaced or refunded at no cost to you.
Eligibility. To be returned, an item must be unused, in the condition you received it, and in its original packaging. You will need your order number or proof of purchase.
Items that cannot be returned. Personalised or custom-made items, items marked final sale, and gift cards. For hygiene reasons, pillows and bath mats can be returned only if unopened, unless they are faulty.
How to start a return.
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Email cavelliergroup@gmail.com with your order number, the item, and the reason for the return. Include photos if the item is damaged or faulty.
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We reply within 2 business days with return instructions and the return address.
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Send the item back within 14 days of receiving the instructions. Use a tracked service and keep the receipt.
Please do not send items back without contacting us first. Items sent to the address on the parcel label may not reach us.
Return shipping. For change-of-mind returns, the customer pays return shipping, and the original shipping fee is not refunded. If the item is damaged, faulty or not what you ordered, we cover the cost or let you keep the item and send a refund or replacement. For lower-value items, we may instead offer a partial refund and let you keep the item, so you do not need to ship it back.
Damaged, faulty or wrong items. Contact us within 7 days of delivery with a photo of the item and the packaging. We will send a replacement or issue a full refund, your choice.
Refunds. Once we receive and inspect your return, we email you to confirm approval. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to post it.
Exchanges. We do not process direct exchanges. Return the item for a refund and place a new order for the one you want.
Order cancellations. You can cancel for a full refund before the order ships. After it ships, the order is handled as a return.
Bulk orders. Orders that received a bulk discount can be returned on the same terms. If a partial return brings the order below a discount tier, the refund is adjusted to the discount that applies to the items kept.
United Kingdom customers. You have a legal right to cancel your order within 14 days of receiving it, without giving a reason. Tell us in writing within those 14 days and send the item back within 14 days after that. We refund the item price and the standard delivery charge within 14 days of receiving the item or proof of return. This policy does not affect your statutory rights.
Contact. Velveranda. Email: cavelliergroup@gmail.com. We send the return address with your return instructions.