Refund policy

Return & Refund Policy

At Vellara Studio, we design and craft furniture of enduring quality. We want you to love every piece you bring into your home. Please read this policy carefully before placing your order.

1. Standard Items — 14-Day Return Window

We accept returns on standard (non-custom) items within 14 days of delivery, provided the item is in its original unused condition, free from damage or alterations, and in its original packaging where possible. To initiate a return, contact us at production@vellarastudio.co.za within 14 days. Returns will not be accepted without prior authorisation.

2. Custom & Bespoke Orders — Non-Returnable

All custom-made, made-to-order, and bespoke pieces are non-refundable and non-exchangeable. This includes items ordered in a specific fabric, finish, dimension, or configuration that differs from our standard range. We encourage all clients to review fabric samples, dimensions, and finish options carefully before confirming a custom order.

3. Delivery Damage

In the event that an item arrives damaged, you must note the damage with the delivery team at time of delivery, photograph the damage before moving the item, and contact us at production@vellarastudio.co.za within 48 hours of delivery with photographic evidence. Claims submitted after 48 hours will not be accepted.

4. Items Not Eligible for Return

  • Custom and made-to-order pieces
  • Sale or clearance items (marked as final sale)
  • Items that have been used, assembled, or altered
  • Items without proof of purchase
  • Fabric swatches and material samples

5. Refund Process

Once a return is authorised and the item inspected, refunds will be processed within 7–10 business days to your original payment method. Original delivery fees are non-refundable.

6. Return Shipping & Collection

Customers are responsible for the cost of returning items unless the return is due to a fault on our part. For large furniture items, we can arrange collection at the customer's expense.

7. Exchanges

We offer exchanges on standard items within 14 days of delivery, subject to stock availability. Exchanges on custom orders are not permitted.

8. Your Rights Under the Consumer Protection Act (CPA)

This policy is in accordance with the South African Consumer Protection Act, No. 68 of 2008. Consumers retain all statutory rights afforded under the CPA.

9. Contact Us

Email: production@vellarastudio.co.za
Phone: [HERITAGE_AND_CO_NUMBER]