Customer care
Returns & Support
From arranging a return to a question about your order,
find the help you need here.
Before you return
A few details to know.
Returns go to Hangzhou, China
For change-of-mind returns, you arrange and pay the international return postage. We do not charge a restocking fee.
Something isn’t right?
For faulty, damaged or incorrect items, we cover necessary and reasonable return postage. Contact us before paying for postage so we can help.
The return process
From your home, back to us.
- 01
Let us know
Use your customer account or email your order number and the items you wish to return. A clear email is sufficient notice; you do not need to wait for approval.
- 02
Pack & send
Send the items back within 14 days of notifying us. Pack all parts securely, include your order number and keep proof of posting. We recommend a tracked service.
- 03
Your refund
Refunds go to your original payment method for the amount paid, including any discount. See the refund timing below, including the earlier deadlines that may apply.
Useful answers
A little more detail.
For the full terms that apply to your order, please read our returns policy.
Returns & refundsWhen does the 30-day return period start?
For eligible standard-size items, you may request a return within 30 calendar days after delivery. If your order arrives in separate parcels, the period begins when the last item in that order is delivered.
If the final day falls on a weekend or public holiday, the request deadline extends to the next business day. Send the goods back within 14 days of notifying us.
What condition should returned items be in?
You may open the packaging and inspect the product as you would in a shop. For change-of-mind returns, items should be unwashed and unused beyond this reasonable inspection, without stains, damage or odours.
Return all parts and use the original packaging where possible, or equivalent protective packaging. These conditions do not limit your rights for faulty, damaged or incorrectly supplied goods.
When will I receive my refund?
We aim to issue refunds within five business days of receiving and checking your return, subject to any earlier legal deadline. Your bank or payment provider may take additional time to display the refund.
For a statutory cancellation, we refund without undue delay and within 14 days of notification. Where permitted, we may wait until we receive the goods or evidence that they have been sent back, whichever is earlier.
Refunds return to the original payment method. Include your order number when asking us about a refund.
Can I return a custom-made size?
Items genuinely made to your individual measurements or personalised specifications are excluded from change-of-mind returns. Choosing one of our ordinary standard sizes does not make a product custom-made.
Your rights still apply if a custom product is faulty, damaged or does not match the agreed specifications.
What if my item is damaged, incorrect or missing?
Email us with your order number and the item concerned so we can help. For a missing item, let us know which parcel you received. Photos are helpful if you can provide them.
For damaged, faulty or incorrect items, we will arrange an appropriate solution and cover necessary and reasonable return postage. Contact us before paying for postage.
Get help with your orderHow are discounted items refunded?
Returned items are refunded at the amount actually paid, including their share of any discount. For our offer on four or more cushions, we do not reclaim the discount on the items you keep.
VARENZO customer care
We’re here to help.
Include your order number so we can find the right details.
Arrange a return
Start with your order.
For eligible standard-size items, request a return within 30 calendar days after delivery. For split deliveries, this starts when the last item in your order arrives.
Open my customer accountUse the email address associated with your order to access your account.
Prefer to contact us directly?
Email your order number and the items you wish to return. A clear email is sufficient notice; you do not need to wait for approval.
Email your return noticeRefund support
About your refund.
Refunds go to your original payment method for the amount paid, including any discount.
For a statutory cancellation, we refund without undue delay and within 14 days of notification. Where permitted, we may wait until the goods or proof of posting have arrived, whichever is earlier.
Looking for an update?
Email your order number and, if you have already sent the items back, the return tracking number. Our team can help with your enquiry.
Ask about my refundOrder support
Let’s put it right.
If something is damaged, faulty, incorrect or missing, tell us what happened so we can arrange an appropriate solution.
- Your order number, if available
- The item concerned and a description of the issue
- Photos, if you are able to provide them
For a missing item, let us know which parcel you received.
Before dispatch
Need to cancel an order?
For standard-size items that have not shipped, you may request cancellation through your customer account or by email. Include your order number.
Email a cancellation request Open my customer accountFor a custom-made order, contact us to discuss your particular order and specifications.