Refund policy

Returns & Refunds

We want you to be genuinely happy with what you bring into your home. If something isn't right, or you simply change your mind, here's how we'll sort it.

Cancelling an order
You can cancel any time before your order is dispatched — contact us and we'll stop it and refund you in full. Once an order is on its way, it's treated as a return.

Changing your mind
Contact us within 14 days of delivery and we'll give you a returns reference and the return address. You then have 30 days from delivery to send it back.

To be refunded, items need to be unused, unassembled, and returned in their original packaging in resaleable condition. Return postage is arranged and paid by you — we'd recommend a tracked service, as the item remains your responsibility until it reaches us.

Once it arrives and we've checked it over, we'll refund the price you paid to your original payment method. If you cancel an entire order within the 14-day window, we'll also refund standard delivery.

Returns from outside the United Kingdom
Our returns address is in the UK. If you're returning a change-of-mind item from the United States, Canada, Australia or New Zealand, the return postage is yours to arrange and pay for, and international postage on a bulky item can cost more than the item itself. Please weigh that up before ordering, and contact us first if you'd like our honest view on whether a return makes financial sense for you.

Any import duties or taxes you paid on delivery are collected by your country's customs authority, not by us, so we can't refund them. Depending on where you are, you may be able to reclaim them directly from customs once the goods are returned.

Hygiene items
For health and hygiene reasons, pillows and mattress toppers can only be returned for a change of mind if they are unused and still sealed in their original packaging. This doesn't affect your rights if the item is faulty, damaged, or not as described — see below.

If something arrives damaged, faulty, or not as described
This one's on us, wherever you are. Please check your order on arrival and contact us with a photo or short video — the sooner the better, and within 30 days for the fastest resolution. We'll arrange a replacement or a full refund, and in most cases you won't need to send anything back. You won't be left out of pocket for a fault that's ours. If an item arrives visibly damaged, please don't assemble it — send the photos and we'll take it from there.

If we've sent the wrong item
Let us know and we'll put it right with a replacement or a full refund, at no cost to you.

If your order doesn't arrive
Some orders arrive in more than one parcel, occasionally on different days. If something's missing or hasn't turned up when expected, contact us and we'll investigate and resolve it.

Exchanges
We don't offer direct exchanges. If you'd like something different, return the original item and place a new order.

How your refund is paid
Refunds are issued to the original payment method, in the currency you paid in. Once processed, it typically takes 7–10 working days to appear, depending on your bank. Where a refund is converted back into your local currency, the exchange rate applied is your bank's, not ours.

Our liability
Where a product is defective, our responsibility is limited to repairing, replacing, or refunding that product. We are not liable for any indirect or consequential loss, to the fullest extent permitted by law.

Your statutory rights
If you are a UK consumer, none of the above affects your legal rights, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you are shopping from the United States, Canada, Australia or New Zealand, you keep whatever rights the consumer law of your own country gives you, and nothing in this policy limits them.

Getting in touch
To start a return or ask a question, email us at support.volkehome@gmail.com or use our Contact page.