Refund policy

Overview

At Viltara, we want you to love your space. If something isn't the perfect match, we're here to help. This policy explains how returns, refunds, exchanges, and cancellations work, and how to start the process. It sits alongside  and does not limit  your statutory rights under UK consumer law.

At a glance:

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1. Return Window

You may request a return within 14 days of delivery. To be eligible, items must be:

• Unused and in their original condition, and
• Returned with all original packaging, accessories, and any included documentation.

2. How to Start a Return

1. Email support@viltara.com (or use the contact form on our website) with your order number and the item(s) you'd like to return.
2. Our returns team will confirm the correct return address. This depends on the fulfilment centre nearest you, so please wait for our instructions before sending anything back.
3. Ship the item to the address provided. We recommend using a tracked service and sharing the tracking number with us this helps us process your return as quickly as possible.

3. Refunds

Once your return arrives at our warehouse, we inspect it and process your refund within 2–3 business days. You can choose:

• A refund to your original payment method, or
• Store credit.

Refunds to your original payment method are returned to the same card or account used at checkout. Depending on your bank or provider, it may take a further 5–10 business days for the funds to appear.

4. Made-to-Order Items

Made-to-order pieces  including furniture, wall panels, and moss art  are produced specifically for you. For change-of-mind returns, these items are eligible for store credit only, rather than a refund to your original payment method.

This restriction applies to change-of-mind returns only. It does not affect your rights if a made-to-order item arrives damaged, defective, or not as described (see Section 6).

5. Return Shipping Costs & Fees

For change-of-mind returns, customers are responsible for return shipping costs, and original shipping charges are non-refundable. Return timeframes depend on how quickly the item is shipped back and when it reaches our warehouse.

We do not charge restocking fees. You will receive a full refund of the item price once your return is received and inspected, in line with this policy.

6. Damaged, Defective, or Incorrect Items

We're sorry if something arrives less than perfect. If your item is damaged, defective, or incorrect, please contact us within 30 days of delivery with your order number and clear photos of the issue.

Once we've confirmed the fault, we will:

• Send a replacement at no cost to you, and
• Cover all return shipping for the affected item.

Where a replacement isn't possible, we'll issue a full refund.

7. Cancellations

• You can cancel an order free of charge as long as it has not yet been submitted for fulfilment. Because we often begin fulfilment within a few hours, please contact us as quickly as possible.
• Made-to-order items cannot be cancelled once production has started, as these are created specifically for your order.
• If your order has already shipped, please follow the return process in Section 2 once it arrives.

8. Your Statutory Rights 

This policy is in addition to your legal rights. Under the Consumer Contracts Regulations 2013, most UK customers have the right to cancel an order within 14 days of receiving the goods, and a further 14 days to return them, for a refund. Certain made-to-order or personalised items are exempt from this right.

Under the Consumer Rights Act 2015, you are entitled to a remedy if goods are faulty, not as described, or not fit for purpose. Nothing in this policy removes or limits these rights.

9. Contact Us

Viltara 10 Burnham House, Chantry Close, Yiewsley, London, United Kingdom Email: support@viltara.com Phone: +44 7417 532034 Hours: 9:00am – 6:00pm, Monday to Sunday