Privacy Policy

Last updated: 1 March 2025 | Effective: 1 March 2025

VelvetHome Furnishings Ltd ("VelvetHome", "we", "us", or "our") is committed to protecting your personal data. This Privacy Policy explains how we collect, use, share, and safeguard your information when you visit www.velvethome.co.uk or purchase from us. It complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Our Data Controller is VelvetHome Furnishings Ltd, 33 Montpellier Road, Cheltenham, GL50 1SD. For data enquiries, contact our Data Protection Officer at [email protected].

1. Information We Collect

We collect the following categories of personal data:

• Identity Data: name, username, title.
• Contact Data: billing address, delivery address, email address, telephone number.
• Financial Data: payment card details (processed securely via Stripe; we do not store card numbers).
• Transaction Data: details of purchases, order history, and payments.
• Technical Data: IP address, browser type and version, time zone, operating system, device type.
• Usage Data: information about how you browse our website, products viewed, search terms entered.
• Marketing & Communications Data: your preferences in receiving marketing from us.

We do not collect any Special Categories of personal data, nor do we collect data about criminal convictions.

2. How We Collect Your Data

We collect data through: direct interactions (when you place an order, register, contact us, or subscribe to our newsletter); automated technologies (cookies, server logs, analytics tools); and third parties (payment processors, delivery partners, marketing analytics platforms).

3. Legal Basis for Processing

4. Data Sharing

We share your personal data with selected third parties where necessary:

• Delivery partners (e.g., AnyVan, TNT) — to deliver your order.
• Payment processors (Stripe) — to process payments securely.
• Marketing platforms (Klaviyo) — to manage our email newsletters, with your consent.
• Analytics providers (Google Analytics) — to understand website usage.
• Legal & regulatory authorities — where required by law.

We do not sell your personal data to third parties.

5. International Transfers

Some of our service providers are based outside the UK. We ensure appropriate safeguards are in place (such as UK Standard Contractual Clauses or adequacy decisions) for all international data transfers.

6. Data Retention

We retain your personal data only for as long as necessary. Order records are kept for 7 years (legal obligation). Marketing data is retained until you unsubscribe. Technical and usage data is held for a maximum of 26 months.

7. Your Rights Under UK GDPR

You have the following rights regarding your personal data:

• Right of access — to request a copy of your personal data.
• Right to rectification — to request correction of inaccurate data.
• Right to erasure — to request deletion of your data ("right to be forgotten").
• Right to restrict processing — to request that we limit how we use your data.
• Right to data portability — to receive your data in a structured, machine-readable format.
• Right to object — to object to processing based on legitimate interests or for direct marketing.
• Rights related to automated decision-making — we do not use automated decision-making or profiling.

To exercise any of these rights, email us at [email protected]. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

8. Security

We use SSL/TLS encryption, access controls, and regular security audits to protect your data. However, no method of internet transmission is 100% secure. We have procedures in place to deal with any suspected data breach and will notify you and any applicable regulator when legally required to do so.

9. Cookies

We use cookies to improve your experience on our website. For full details, please see our Cookie Policy.

10. Contact Us

For any privacy-related queries: [email protected] or VelvetHome Furnishings Ltd, 33 Montpellier Road, Cheltenham, GL50 1SD.

Cookie Policy

Last updated: 1 March 2025

This Cookie Policy explains how VelvetHome Furnishings Ltd uses cookies and similar tracking technologies when you visit our website. By accepting cookies via our consent banner, you agree to our use of cookies as described below.

1. What Are Cookies?

Cookies are small text files placed on your device by websites you visit. They are widely used to make websites work, or work more efficiently, and to provide information to site owners. Cookies help us remember your preferences and understand how you use our site.

2. Types of Cookies We Use

3. Third-Party Cookies

We use services from Google (Analytics), Meta (Facebook Pixel), and Klaviyo which set their own cookies. These third parties have their own privacy and cookie policies — we encourage you to review them.

4. Managing Cookies

You can control and/or delete cookies at any time. You can:

• Use our cookie consent banner to accept or decline non-essential cookies.
• Adjust your browser settings to refuse all or some cookies.
• Delete cookies already placed on your device via your browser settings.

Please note that restricting cookies may impact the functionality of our website. Instructions for major browsers: Chrome — Settings > Privacy and security > Cookies. Firefox — Options > Privacy & Security. Safari — Preferences > Privacy.

5. Consent

Except for strictly necessary cookies, we will only place cookies on your device after you have given your consent via our cookie banner. You can withdraw consent at any time by clearing your browser cookies and revisiting our site to update your preferences.

6. Contact

For questions about our use of cookies: [email protected]

Terms & Conditions

Last updated: 1 March 2025 | Governing Law: England & Wales

These Terms and Conditions ("Terms") govern your use of the VelvetHome website and the purchase of products from VelvetHome Furnishings Ltd (Company No. 12567834), registered at 33 Montpellier Road, Cheltenham, GL50 1SD ("we", "us", "our"). Please read them carefully before placing an order.

1. Acceptance of Terms

By accessing this website or placing an order, you confirm that you are at least 18 years old, legally capable of entering into binding contracts, and that you agree to these Terms in full. If you disagree, please do not use our services.

2. Our Products

All sofas are made to order. Product images and descriptions are as accurate as possible; however, colours may vary slightly on different screens. Fabric swatches are available to order for a better representation. We reserve the right to modify designs, materials, or specifications at any time. Any changes to an existing confirmed order must be agreed with our customer team within 48 hours of placing it.

3. Pricing & Payment

All prices are displayed in Great British Pounds (GBP) and include VAT at the current UK rate. Prices are correct at the time of display but may change without notice. Payment is taken in full at the time of ordering via Stripe (Visa, Mastercard, American Express, Apple Pay, Google Pay). We also offer 0% finance through our lending partner, subject to credit approval and eligibility.

4. Order Confirmation

Your order is an offer to purchase. An order confirmation email constitutes acceptance of your offer and forms a binding contract. We reserve the right to decline any order, in which case a full refund will be issued promptly.

5. Delivery

We offer free standard two-person delivery to mainland UK addresses. Delivery timescales depend on the product ordered (typically 6–12 weeks for made-to-order items; we will confirm at checkout). We will contact you to arrange a convenient delivery date. We are not responsible for delays caused by circumstances outside our control (e.g., extreme weather, supplier disruptions).

6. 90-Night Trial & Returns

Please refer to our Returns Policy for full details of our 90-night trial and return process. The Consumer Rights Act 2015 applies to all purchases.

7. Guarantee

All VelvetHome sofas come with a 10-year structural frame guarantee, a 2-year guarantee on mechanisms (recliner, sofa bed), and a 1-year guarantee on fabric and cushions against manufacturing defects. Guarantees do not cover fair wear and tear, misuse, accidental damage, or commercial use.

8. Intellectual Property

All website content, including text, images, designs, logos, and graphics, is the property of VelvetHome Furnishings Ltd and protected by UK copyright law. You may not reproduce, redistribute, or use any content without our express written permission.

9. Limitation of Liability

To the fullest extent permitted by law, our total liability to you shall not exceed the value of your order. We are not liable for indirect, incidental, or consequential loss. Nothing in these Terms limits our liability for fraud, death, or personal injury caused by our negligence.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. For EU/EEA consumers, you may also use the EU Online Dispute Resolution platform.

11. Changes to Terms

We reserve the right to update these Terms at any time. The current version will always be available on our website. Continued use of the website constitutes acceptance of updated Terms.

12. Contact

Questions? Email [email protected] or write to 33 Montpellier Road, Cheltenham, GL50 1SD.

Returns & Refunds Policy

Last updated: 1 March 2025

At VelvetHome, we want you to absolutely love your sofa. That's why we offer a generous 90-night trial — one of the most comprehensive in the UK furniture industry. This policy is in addition to your statutory rights under the Consumer Rights Act 2015.

1. Our 90-Night Comfort Trial

If you are not completely satisfied with your sofa within 90 nights of delivery, you may return it for a full refund. To initiate a return:

• Contact us within 90 nights of delivery via email at [email protected] or by calling +44 (0)1242 789 456.
• Our team will arrange a free collection from your home at a convenient time.
• Your refund will be processed within 14 days of collection, using your original payment method.
• The sofa must be in a reasonable condition (normal use is expected and acceptable).

The 90-night trial applies to all sofas purchased directly from www.velvethome.co.uk or our Cheltenham showroom. It does not apply to trade, commercial, or business purchases.

2. Statutory Cancellation Rights

As all our sofas are bespoke, made-to-order products, your statutory 14-day cancellation right (Consumer Contracts Regulations 2013) may not apply once production has commenced. However, you may cancel your order within 48 hours of placing it for a full refund, no questions asked. After 48 hours, cancellation fees may apply.

3. Faulty or Damaged Items

If your sofa arrives damaged or develops a fault within the guarantee period, please contact us at [email protected] within 30 days of noticing the issue, providing photos. We will arrange a repair, replacement, or refund at no cost to you, in line with the Consumer Rights Act 2015.

4. Exchanges

We are happy to exchange your sofa for a different model or fabric within the 90-night trial period. Please contact our customer team to discuss options. You will be responsible for any price difference and an exchange administration fee of £50 may apply.

5. Items Not Eligible for Return

• Made-to-order sofas returned after the 90-night trial period (unless faulty).
• Sofas with intentional damage, staining, or evidence of misuse.
• Trade and commercial purchases.
• Fabric samples and accessories (unless faulty).

6. Refund Timescales

Refunds are issued to your original payment method within 14 days of us receiving and inspecting your returned item. We will send you a confirmation email once your refund has been processed. Please allow a further 3–5 business days for funds to appear in your account, depending on your bank.

7. Contact Our Returns Team

Email: [email protected]
Phone: +44 (0)1242 789 456 (Mon–Fri, 9am–6pm)
Post: Returns Team, VelvetHome Furnishings Ltd, 33 Montpellier Road, Cheltenham, GL50 1SD