Refund policy
Refund & Return Policy
We want you to love your lighting. If something isn't right, you can return it within 30 days of delivery.
1. Returns within 30 Days (All Countries)
You may return any item within 30 days of the day you receive it, for any reason.
To start a return, please contact us at:
returns@velourahouses.com
Please include:
- your order number
- your full name
- the item(s) you wish to return
- the reason for the return (optional for customers in Germany/EU and the UK)
We will reply with the return address and instructions. Please do not send items back before receiving these instructions. Once you have notified us, please send the item back within 14 days.
Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect (see section 4). Return costs vary depending on the size, weight and destination of the parcel.
2. Customers in Germany (EU) and the United Kingdom – Right of Withdrawal
In addition to section 1, you have a statutory right to withdraw from (cancel) this contract without giving any reason. We extend the statutory period of 14 days to 30 days: the withdrawal period expires 30 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods.
How to withdraw
To exercise your right of withdrawal, you must inform us (Veloura Houses, Nico Keller, Klingenstraße 13, 69434 Hirschhorn (Neckar), Germany, returns@velourahouses.com) of your decision by a clear statement, for example:
- by email to returns@velourahouses.com
- via the "Vertrag widerrufen" button on our website
- by using the model withdrawal form below (use of the form is not mandatory)
To meet the deadline, it is sufficient to send your notice before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day on which we receive your withdrawal notice. We will use the same means of payment you used for the original transaction, unless expressly agreed otherwise; you will not incur any fees for this reimbursement.
We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
You must send the goods back without undue delay and no later than 14 days from the day on which you notify us of your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. No restocking fees apply.
3. Condition of Returned Items
Please return items complete, with all parts and accessories, and packed securely – ideally in the original packaging – so they are not damaged in transit.
Customers in the United States, Canada and Australia: items returned under section 1 must be:
- unused and uninstalled
- in their original condition
- in the original packaging
- complete with all included accessories and components
Customers in Germany (EU) and the United Kingdom: you may inspect the item as you would in a shop. If an item has been handled beyond this (for example installed and used), we may deduct an amount for the diminished value in accordance with section 2.
4. Damaged, Defective or Incorrect Items
Please check your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as possible at:
returns@velourahouses.com
Please include photos or a short video of the issue. You can then choose between:
- a free replacement, or
- a full refund
In most cases you will not need to send anything back. If we do need the item returned, we will cover the return shipping costs.
Your statutory warranty and consumer rights under the laws of your country remain unaffected.
5. Refunds
Once we have received your return (or, for customers in Germany/EU and the UK, proof that you have sent it), we will issue your refund to your original payment method within 14 days.
Please note:
- Your bank or payment provider may need a few additional business days to show the refund in your account.
- If you have not received your refund within 15 business days of our confirmation, please contact us at returns@velourahouses.com.
6. Cancelling an Order Before Shipment
You can cancel your order free of charge at any time before it has shipped by emailing returns@velourahouses.com with your order number. You will receive a full refund.
7. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Veloura Houses, Nico Keller, Klingenstraße 13, 69434 Hirschhorn (Neckar), Germany – returns@velourahouses.com
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
- Ordered on (*) / received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.