Refund policy

Returns & refunds

We want you to feel confident choosing VARENZO for your home. Eligible standard-size products can be returned under the terms below.

30-day return requests

You may request a return within 30 calendar days after delivery. If your order arrives in separate parcels, this period starts 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. Please send the goods back within 14 days of notifying us that you wish to return them.

How to request a return or cancellation

Request a return or cancellation in your customer account, or email support@varenzohome.com with your order number and the items concerned. A clear statement by email is sufficient to notify us of a return or statutory withdrawal; you do not have to wait for an approval to exercise that right. We will provide packing and shipping instructions. Please include your order number in the parcel and keep proof of posting. We recommend a tracked service.

For standard-size items that have not shipped, you may request cancellation through your account or by email. If the parcel has already shipped, contact us for the next steps; your applicable cancellation and return rights continue to apply.

Condition of ordinary returns

You may open the packaging and inspect the product as you would in a shop. For change-of-mind returns, items should be unwashed, unused beyond this reasonable inspection, and free from stains, damage or odours. Return all parts of the item you are returning and use the original packaging where possible, or equivalent protective packaging. These conditions do not limit your rights concerning faulty, damaged or incorrectly supplied goods.

Return shipping costs

All returns are sent to our returns location in Hangzhou, China. For change-of-mind returns, including choosing an unsuitable standard size or colour, you are responsible for arranging and paying the international return postage. The cost depends on your location, carrier and parcel size; please obtain a carrier quote before posting. We do not charge a restocking fee or retrospectively deduct the cost of the free outbound delivery.

If an item arrives damaged, faulty or different from what you ordered, email us so we can arrange an appropriate remedy, such as a replacement or refund. We will cover necessary and reasonable return shipping costs in these cases. Photos can help us resolve the issue, if you are able to provide them. Please contact us before paying for return postage so we can arrange the return or agree a suitable method.

Custom-made sizes

Products genuinely made to your individual measurements or personalised specifications are excluded from change-of-mind returns. We confirm these specifications before accepting your custom order. Choosing one of our ordinary standard sizes does not make a product custom-made. Custom products remain covered by your rights if they are faulty, damaged or do not match the agreed specifications.

Refunds

Refunds are made to the original payment method for the amount actually paid for the returned goods, including the relevant share of any discount. For orders with our 15% offer on four or more cushions, returned items are refunded at their discounted purchase price; we do not reclaim the discount on the items you keep.

We aim to issue refunds within five business days after receiving and checking your return, subject to any earlier legal deadline. For a statutory cancellation, we will refund without undue delay and within 14 days of being told of your decision. Where the law permits, we may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever happens first. Any refundable standard outbound delivery charge is included where required; an optional express-delivery upgrade is not refunded beyond the standard-delivery amount. Your bank or payment provider may take additional time to display the refund.