Refund and Returns Policy

60 nights to be sure, and clear steps if something's not right.

60 Night Risk-Free Trial

Every eligible Velvo bed and mattress comes with a 60 night risk-free trial. If it's not right for you within 60 nights of delivery, get in touch and we'll help arrange a return or exchange.

Your 14 day right to cancel

Separately from our 60 night trial, the Consumer Contracts Regulations 2013 give you the right to cancel an online order within 14 days of delivery without giving a reason. To do so, email us at support@velvoliving.co.uk and we'll confirm the next steps. The return arrangements and fees set out below apply to cancellations as well as to trial returns.

Eligibility for returns

To be eligible for a return, your item should be in a resaleable condition. Because our products are made to order, some items (such as custom-configured beds) may have specific return conditions — we'll confirm this with you when you get in touch.

How to start a return

Contact us at support@velvoliving.co.uk within 60 nights of delivery, including your order number and the reason for the return. We'll guide you through the next steps.

Return collection & fees

If you'd like us to collect the item from you, a £75 collection fee applies. This is deducted from your refund — so on a £500 order, you would receive £425 back, provided the item comes back in reasonable condition.

You are also welcome to arrange the return yourself, at your own cost. Get in touch and we'll give you the return address.

The same £75 fee applies to exchanges, covering collection of the original item and delivery of the replacement.

Please check access before you order

Beds and mattresses are bulky. Before ordering, please check that your chosen item can physically reach the room — doorways, staircases, hallways and tight corners. If our delivery team cannot complete the delivery because of access restrictions, the £75 return fee will apply.

Returns in poor condition

If an item comes back damaged — for example torn fabric, staining, or structural damage to the bed or mattress — or in an unreasonable condition after use, we reserve the right to deduct up to 75% of the order value from your refund to cover the loss.

Refunds: how & when

Once we've received your returned item and confirmed its condition, we'll email you to let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 14 days of us receiving the item back, less any collection fee or condition deduction set out above.

Cancelling before delivery

You can cancel your order free of charge at any time before a delivery date has been scheduled. Just email support@velvoliving.co.uk with your order number.

Damaged or faulty items

If your item arrives damaged or faulty, contact us as soon as possible with photos of the issue, and we'll arrange a repair, replacement, or refund at no cost to you. No collection fee applies to faulty items, and none of this affects your statutory rights under the Consumer Rights Act 2015.

5 Year Warranty

See our Warranty page for full details, or contact us with questions about a claim.

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Last updated: 27 September 2026.