1. No Refund Policy

All VÈLOR pieces are commissioned specifically for you. We do not offer refunds, returns, or exchanges once a purchase is made and production has commenced.

2. No Return or Exchange After Production or Delivery

We do not offer returns or exchanges on furniture once production has started. We do not offer returns or exchanges on furniture that has been delivered. All sales are final upon order confirmation and commencement of production.

3. No Refund on Shipped Orders

We do not offer refunds on furniture that has been shipped or is in transit to your delivery address.

4. Advance Deposit — Non Refundable

All orders require a 45% advance deposit upon order confirmation. This deposit covers the cost of commissioning your piece and commencing production. This deposit is strictly non-refundable once production has begun regardless of the reason for cancellation.
If an order is cancelled after production has started, the 45% commission deposit will not be refunded under any circumstances.

5. Order Cancellation Policy

Orders may be cancelled within 24 hours of placement for a full refund of the deposit. After 24 hours, cancellations are not accepted as materials and production scheduling will have been confirmed.
If for any reason an order needs to be changed or cancelled after production has started, we are unable to make specific changes to the piece and we are unable to refund the commission deposit.

6. Importance of Accurate Order Details

Because every piece is made exclusively to your specifications, it is essential that all order details including colour preferences, fabric selections, and size requirements are provided accurately and completely before your order is confirmed.
Once production begins we are unable to accommodate changes to any aspect of your order. We strongly advise reviewing all details carefully before confirming your purchase.

7. Faulty or Damaged Items

If your piece arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery with your order details, a description of the issue, and clear photographs of the damage. Our team will assess each case individually and provide a resolution which may include repair or replacement.

8. Conditions

1. We do not offer refunds, returns, or exchanges after production has commenced.
2. We do not offer refunds on shipped or delivered furniture.
3. The 45% commission deposit is non-refundable once production has begun.
4. Damage caused by misuse, improper handling, or incorrect installation is not eligible for any resolution.
5. Customisation choices submitted at time of order are final once production begins.