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 — just 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
If you'd like to return an item, 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.

If something arrives damaged, faulty, or not as described
This one's on us. 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 — just 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.

If your order doesn't arrive
Larger orders sometimes 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 for you.

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

How your refund is paid
Refunds are issued to the original payment method you used. Once processed, it typically takes 7–10 working days to appear, depending on your bank.

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

Your statutory rights
None of the above affects your legal rights as a UK consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

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