Refund policy
Refund & Return Policy
At bellura UK, we take great pride in the quality and craftsmanship of our quiet luxury home accents. We want you to be completely delighted with your purchase.
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1. Right to Cancel & Returns (Change of Mind)
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order and request a return within **14 calendar days** of receiving your item(s).
To be eligible for a return:
* Items must be unused, unwashed, and in the exact condition you received them.
* Items must be in their original packaging with all tags attached.
* Proof of purchase (such as your order confirmation email) is required.
**Return Shipping Costs:**
For change-of-mind returns, the customer is responsible for paying all return shipping costs. We strongly recommend using a trackable shipping service (such as Royal Mail Tracked), as we cannot guarantee receipt of returned items without proof of delivery.
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2. Damaged, Defective, or Incorrect Items
We take great care in packaging our decor, but if your order arrives damaged, defective, or incorrect, we will make it right immediately at zero additional cost to you. If a mistake has been made on our part, we will issue a free replacement or full refund to the original payment method.
Under the UK Consumer Rights Act 2015, you are entitled to a full refund or replacement if your item arrives faulty or not as described.
**How to Report a Damaged Item:**
1. Contact our support team within 48 hours of delivery at: info@bellurastore.com
2. Include your Order Number e.g. [#BE1000], a brief description of the issue, and clear photographs or video showing the damage/fault and external packaging.
3. Once verified, we will arrange a free replacement or process a full refund to your original payment method. You will not be required to pay for return shipping on damaged items, defective items.
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3. Non-Returnable Items
Certain types of items cannot be returned due to hygiene or customisation rules:
* Custom or bespoke items made to order.
* Final clearance or digital gift cards.
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4. Exchanges
We do not offer direct product exchanges.
If you would like a different colour, size, or item, the fastest way to ensure you get what you want is to return the item you have (following our standard return process) and place a separate purchase for the new item once your return is approved. This would be classed as a "change-of-mind" return and related terms can be found in 1. Right to Cancel & Returns (Change of Mind)
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4. How to Initiate a Return
To start a return, please contact us first at **info@bellurastore.com**. Returns sent back without prior authorisation will not be accepted.
** Return address is obtainable following an email to info@bellurastore.com **
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5. Refund Processing
Once your return is received and inspected at our UK facility, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 3 to 5 business days. (Please note that original standard shipping fees are non-refundable for change-of-mind returns).