Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. 

How to start a return

To start a return, you can contact us at contact@velhus.co.uk . Unless there is a damage or defect, all items must be returned to be eligible for exchange, replacement, or refund. 

If your return is accepted

If your return is accepted, we’ll send you instructions on how and where to send your package. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not the United Kingdom, shipping your goods may take longer than expected. You can always contact us for any return questions at contact@velhus.co.uk . 

Damages and Issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. 

Damages refer to any break, scratches, cracks, crushed, or deformation of the item's physical shape. Defect refers to any malfunction of the items within the warranty period or unstated imperfection of their designed shapes or appearance

Once a parcel is marked as delivered, it is considered to be under the consumer's custody and it's therefore the consumer's responsibility to keep it safe and away from hazards that might cause damage. It is also the customer's responsibility to inspect the order upon reception and contact us immediately within 3 days ( starting from the date of receipt ) if the item is defective, damaged or if you receive the wrong item so that we could refund directly without troubling you to return. 

Any damage claimed 3 days after the parcel is marked as delivered would be deemed to be caused by customers and therefore not eligible for exchange, replacement & refund. 

Any defect claim related to imperfection of an item's physical shape or appearance ( e.g.: unremovable stain ) 3 days after the parcels are received would be deemed to be caused by customers and therefore not eligible for exchange, replacement & refund. 

Missing Parcels

Once a parcel is delivered, it is under the customer's custody and it is the customer's responsibility to keep it safe. If you received a parcel delivered message but cannot find it anyway, please get in touch with us via email: customercare@inspecialhome.com within 7 days from the first day you receive the  parcel delivered message so we can inspect or send you a replacement 

Exceptions / non-returnable items 

Please note that any cancellation, refund, or exchange when the item is in transit will not be accepted as a delivery intervention at this stage is not applicable, and you would have to wait until the parcel is received to initiate a return & refund or exchange request.

It is the customer's responsibility to make sure the address and contact info are correct, complete, permanent, and can be reasonably delivered. Any items delayed, missing, damaged, failed to deliver, parcel returned or disposed due to incorrect, incomplete or inaccessible address or relocation of customer are not refundable either and the customer is responsible for any cost incurred from an incorrect, incomplete or inaccessible address, including but not limited to return, warehousing and disposal of the parcels.

In rare cases, the customers might be asked to provide relevant info or documents by the customs of the destination countries to facilitate the clearance of their purchase items. The customers in this case are responsible to follow the instructions given by the customs / courier / Velhus to provide such documents. Failure or refusal of providing such documents within the given time might result in the parcel being returned or disposed by the customs and the customers would be liable for covering any costs incurred including but not limited to the return shipping cost, fines and fees associated with storage and withdraw the parcels from the customs and compensate the perished value of goods ( if any ). 

It is the customers' responsibility to track the parcel and coordinate their time for delivery, reschedule the delivery, or collect the parcels themselves timely. Missing parcels or parcels being disposed of by the local courier due to customers' absence, failure to reschedule, or failure to collect the items timely is not eligible for refund. Parcels being returned by the couriers due to multiple failed delivery attempts caused by customers' absence or failure to collect the parcels timely is only eligible for partial refund ( order value - returning shipping fee ).

It is customers' responsibility to inspect the items upon receiving. In the circumstance of damaged items, please notify us within 3 days from the first day you receive the parcel delivered message. In the case of a defect in the item's physical shape or appearance, please notify us within 3 days from the first day you receive the parcel delivered message. However, defects on the item's physical appearance / shape or damaged items failed to file a refund/replacement request within the 3-day time frame and are not eligible for refund or replacement.

In accordance with federal and state guidelines and for the safety of the consumers, suppliers and carriers, made-to-order items is non refundable. Items including but not limited to bedding & bath items, sleepwear or lounge, drinkware, serveware and flatware are not eligible for full refund and a restocking fee of 25% of the purchase price would be applied. However, once opened or used, intimate items are not eligible for return and refund.

Shipping cost or tax associated with the fulfilment of the order could not be refunded as well.

Returning sale items 

Unfortunately, we cannot accept returns on sale items or gift cards. 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. All items need to be returned for exchange or replacement. Customers are responsible for returning the item and with reasonable protection to the given warehouse address and share with us the tracking info so the warehouse staff can expect and inspect the item asap once it arrives. The replacement or exchange items would be shipped out within 3 business days once the inspection finished and customer support will share with you the tracking info of the new parcels.

Refunds Process

All items need to be returned for refund. It is advised to share with us a photo record that showcases the condition of the refunded item before shipping it off to us. Once the return item is shipped, the customer needs to share with us the tracking info and a screenshot of shipping history. 

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@velhus.co.uk . 

Return Cost

Unless 'Priority' service add-on ( which include shipping insurance and free return service ) is purchased during the customers' checkouts, or the products are reported and verified as damaged or defective within the given time frame, the customers would be responsible for the return costs and sharing with us the tracking info of the return parcels. Please note that freight collect is not acceptable as paying for return shipping is out of the warehouse staff's scope. Any missing, disposal or rejection of returning parcel due to freight collect would be at the cost of the customers and consequently the refund would be not eligible in this case.