Refund policy
We want you to be delighted with your Velour purchase. If something isn't right, you have 30 days from the day your order arrives to request a return.
To be eligible, items must be:
- Unused, with original tags and packaging intact
- In the same condition they arrived in
- Accompanied by proof of purchase
How to start a return
Email velour.admin.uk@gmail.com within 30 days of delivery with your order number and the reason for return. We'll reply within two working days with return instructions and, where applicable, a prepaid return label.
For hygiene and dropship logistics reasons, some items are non-returnable once opened or used: feeding bowls, food storage, scratching posts, and any item showing use by your pet. These will be assessed case-by-case — contact us if in doubt.
Refunds
Once we receive and inspect the returned item, we'll notify you of approval or rejection. Approved refunds are credited to your original payment method within 5–10 working days.
If you paid via PayPal or a credit card, refunds appear on your next statement depending on your bank.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or not as described, contact us within 48 hours of delivery with photos. We'll arrange a replacement or full refund at no cost to you — no return required for low-value items.
Exchanges
The fastest way to exchange an item is to return the original and place a new order. We don't process direct swaps to keep things moving quickly.
Contact
Velour · Pristine Carpet Solutions Ltd · 20-22 Wenlock Road, London N1 7GU · velour.admin.uk@gmail.com