Refund & Return Policy

We want you to be happy with what you ordered. If something is wrong, or a piece simply is not right for you, this is how returns and refunds work.

30-Day Return Window

You have 30 days from the delivery date to request a return. To be eligible, items must be unused and uninstalled, in their original condition and original packaging, with all parts, shades, bulbs, fixings and instructions included. Please do not hardwire or install a light until you are sure you want to keep it. Items damaged through use, alteration, or accidents outside our control are not eligible.

Your statutory rights

Your statutory rights under UK consumer law are not affected. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty you can reject it for a full refund within 30 days of delivery, and after that you are entitled to a repair or replacement. Under the Consumer Contracts Regulations 2013 you can also cancel an online order for any reason within 14 days of delivery. Nothing in this policy limits those rights — our 30-day return window is in addition to them.

Items we cannot accept back

Lights that have been hardwired, installed, cut to length or otherwise altered cannot be returned for a change of mind. This does not affect your statutory rights if an item is faulty.

How to Start a Return

Email support@velnoalighting.com with your order number and a short note about what is wrong, or why you would like to return it. If the item arrived damaged or faulty, please attach a photo — it helps us help you faster and replace it without sending the original back. We typically respond within 12 hours during the hours listed below.

Always email us first. We will confirm whether the return is eligible and send you the return instructions for your order. Returns arranged without contacting us first cannot be processed.

Return Shipping

If the issue is on us — wrong item shipped, damaged in transit, or faulty on arrival — we cover the cost of the return. If you simply changed your mind, the cost of the return is the customer's responsibility. Either way, email us first and we will send you the instructions that apply to your order.

Refund Timing

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to the original payment method within 7 working days. Depending on your bank it can take a further few days to appear on your statement.

Exchanges

The fastest way to swap a size, finish or colour is to return the eligible item and place a new order, so the one you want is not sold out while your return is in transit. Reply to your return confirmation and we will help with the exchange where possible.

Every product page lists the dimensions, light source and fitting details for that light. If you are not sure which size suits your room, email us before ordering and we will tell you honestly which way to go.

Damaged or Faulty on Arrival

If your order arrives damaged, stained, or with a manufacturing fault, please contact us within 7 days of delivery with photos. We will send a replacement at no cost — usually without requiring the original to be returned.

Lost or Stolen Packages

If tracking shows your package as delivered but you cannot find it, please wait 24–48 hours — carriers sometimes scan early — and check with neighbours and your building. If it still has not arrived, contact us and we will open a carrier investigation and make it right.