Refund policy

Returns & Refunds Policy

Last updated: 13 July 2026

At VelvetRow, we want you to be completely happy with your purchase. If you are not entirely satisfied, this policy explains your rights and how to return an item. It sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and does not affect them.

Your right to cancel

If you are a consumer based in the United Kingdom, you have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. The cancellation period expires 14 days from the day you (or someone you nominate) take physical possession of the goods. Where an order is delivered in multiple consignments, the period runs from the day you receive the last item.

To exercise your right to cancel, you must inform us of your decision by a clear statement, for example by email to sac@velvetrow.com, before the cancellation period has ended. You may use the model cancellation wording, but it is not obligatory.

Returning your item

Once you have told us you wish to cancel or return, you have a further 14 calendar days to send the goods back to us. Items must be returned unused, in their original condition and, where possible, with all original packaging and tags attached.

You are responsible for the cost of returning the goods to us, unless the item is faulty, damaged or not as described. We recommend using a tracked and insured postal service, as we cannot accept responsibility for items lost or damaged in transit back to us. Please retain your proof of postage until your refund has been processed.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved, we will process your refund to the original payment method within 14 days of receiving the goods back (or, if earlier, within 14 days of you providing evidence that you have returned them).

We will refund the full price you paid for the goods, including the standard delivery cost. Please note that if you chose a more expensive delivery option than our standard service, we will only refund the cost of standard delivery. Where the value of the goods has been reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from your refund.

All refunds are issued in Pounds Sterling (GBP, £). Depending on your card issuer or bank, it may take several additional working days for the refunded amount to appear in your account.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item you receive is faulty, damaged or not what you ordered, you may be entitled to a repair, replacement or refund. Please contact us at sac@velvetrow.com within a reasonable time, including your order number and, where possible, photographs of the issue. Where an item is confirmed to be faulty or incorrect, we will cover the cost of return postage.

Exceptions

Certain items may be exempt from the standard right to cancel, including sealed goods that are not suitable for return for health or hygiene reasons once unsealed, personalised or made-to-order items, and gift cards. Your statutory rights in respect of faulty goods always remain unaffected.

Contact

If you have any questions about returns or refunds, please contact us at sac@velvetrow.com and our team will be happy to help.