Return Policy

Our Commitment

At Vorxenorathan, we want you to be completely satisfied with your interior decoration purchases. We understand that sometimes items may not be quite right, and we have created this policy to make returns as straightforward as possible. This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; it does not replace them.

Your Legal Right to Cancel (Distance Sales)

If you bought online or by other distance means (e.g. phone, email), you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, inform us clearly (e.g. by email or phone) within that period. If you cancel, we will refund you without undue delay and in any event within 14 days of receiving the goods back or of you having provided proof of sending them back. We will use the same payment method you used, unless you agree otherwise. We may withhold the refund until we have received the goods back. For the 14-day return window and conditions that apply to the goods themselves, see Standard Returns below.

Standard Returns

For standard stock items purchased through Vorxenorathan:

• Returns are accepted within 14 days of delivery
• Items must be unused, in original packaging, and in resaleable condition
• Original tags and labels must still be attached
• Proof of purchase is required for all returns

Non-Returnable Items

The following items cannot be returned:

• Custom or bespoke furniture made to your specifications
• Items that have been assembled or modified
• Cut fabrics, wallpapers, or other materials sold by length
• Products marked as final sale or clearance
• Items showing signs of use, damage, or wear

How to Request a Return

To initiate a return:

1. Contact us at helpdesk@vorxenorathan.world or call +44 20 3642 3120
2. Provide your order number and reason for return
3. We will provide return instructions and a reference number
4. Pack items securely in original packaging
5. Include your return reference number with the package

Return Shipping

Return shipping costs are the responsibility of the customer unless:

• The item is faulty or defective
• We sent the wrong item
• The item was damaged during delivery

For large furniture items, we can arrange collection at a cost which will be deducted from your refund.

Damaged or Faulty Items

If your item arrives damaged or is faulty:

• Contact us within 48 hours of delivery
• Provide photographs of the damage or fault
• Keep all original packaging until the matter is resolved
• We will arrange collection or replacement at no cost to you

Refund Process

Once we receive and inspect your returned item:

• We will notify you of the refund status within 5 working days
• Approved refunds will be processed to your original payment method (we do not charge you any fee for the reimbursement)
• We will refund you without undue delay and in any event within 14 days of receiving the returned goods, in line with the Consumer Contracts Regulations 2013
• Refunds typically appear in your account within 5–10 working days depending on your bank or card provider
• Delivery charges are refunded where we are at fault or where you exercised your legal right to cancel and chose the standard delivery option; we do not refund the extra cost of a more expensive delivery method if you chose it over the cheapest we offered

Exchanges

If you wish to exchange an item for a different size, colour, or product:

• Contact us to check availability before returning
• Return the original item following our standard return process
• Place a new order for the replacement item
• Any price differences will be adjusted accordingly

Contact Us

For questions about returns or to initiate a return, please contact:

Vorxenorathan
99 Golborne Rd, London W10 5NL, United Kingdom
Email: helpdesk@vorxenorathan.world
Phone: +44 20 3642 3120