Customer Care

Policy Summary

A clear summary of Velvet Home's conditions for ready-made and customised furnishing products.

Please note: Velvet Home is an informational website. Purchases are made directly through our store and this website does not process online transactions.

Eligible ready-made products

Exchange may be considered for eligible, unused products in original condition and packaging.
Requests must be made within 5 days of purchase and include the original bill or invoice.
Products must not be washed, altered, damaged, stained or used.
Exchange depends on inspection, approval and availability of a suitable replacement.

Customised products

Custom-made curtains, measured or stitched curtains, cut fabrics and made-to-measure furnishings are strictly non-returnable and non-exchangeable.
No exchange applies to products that are cut, altered, stitched, personalised, custom-sized, fabricated or specially ordered.
Once measurements, fabric, colour, design or specifications are approved and work begins, the order cannot be cancelled, returned or exchanged.

Defects, sale items and refunds

Manufacturing defects, significant damage or errors attributable to Velvet Home will be inspected and may qualify for repair, replacement or another appropriate resolution.
Sale, clearance, special-discount and promotional products may be non-returnable and non-exchangeable.
Approved exchanges generally do not mean a cash refund. Refunds are not provided for change of mind or incorrect selection unless agreed otherwise or required by law.

Before confirming your purchase

Please check the product, quantity, size, colour, design, fabric, measurements and customisation details carefully. For assistance, contact or visit Velvet Home with your original invoice and product details.

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