You have a legal right to cancel an online order. VERA also offers a 30-day return for a change of mind. The two are explained separately below; our additional offer does not limit your legal rights.
You can cancel your order without giving a reason, from the time you order until 14 days after the day you, or someone you nominate, receive your set.
Email support@shopvera.co.uk, write to our registered office below, or send us another clear statement that you wish to cancel. You may use the cancellation form below, but you do not have to. Your cancellation is in time if you send it before the cancellation period ends, even if we read it later.
Opening the box does not end your right to cancel. You may inspect the set as you reasonably would in a shop to establish what it is and how it works.
We will provide the return address when you contact us. Please do not send goods to our registered office unless we ask you to.
Unless we have offered to collect the set, send it back without unnecessary delay and within 14 days after the day you tell us you are cancelling.
You pay the direct cost of a change-of-mind return. We do not charge a cancellation or restocking fee. Different arrangements apply to faulty, damaged, incorrect or incomplete orders, as explained below.
For a statutory cancellation, we refund the price paid and any standard delivery charge you paid. If you chose a more expensive delivery option, we refund delivery up to the cost of the least expensive standard option we offered.
We refund without unnecessary delay and within 14 days after receiving the set back or, if earlier, receiving evidence that you sent it back. If we have offered to collect it, we refund within 14 days after you tell us you are cancelling.
Refunds use your original payment method unless you expressly agree otherwise. There is no refund fee.
If you handle the set beyond what is reasonably needed to inspect it, we may reduce the refund by the actual loss in its value, up to the price paid. This is assessed individually, never as a fixed percentage or simply because the packaging was opened. No such deduction applies if we failed to provide the required cancellation information. This does not limit your rights when goods are faulty or not as described.
If you change your mind, tell us within 30 days of delivery by emailing support@shopvera.co.uk.
Requests made within the statutory cancellation period are handled under your legal cancellation rights above.
After that period, our additional offer applies if the set is complete, in resaleable condition and shows no material signs of use beyond reasonable inspection. Opening the box alone is not a reason for us to refuse a return.
You pay the direct cost of an ordinary change-of-mind return. Accepted returns are refunded to your original payment method. This offer is in addition to your statutory rights.
If your set arrives faulty, damaged, incorrect or incomplete, email support@shopvera.co.uk. Include your order number and photographs if you can. Please keep the items while we arrange the next step.
Your rights under the Consumer Rights Act 2015 apply. These include the short-term right to reject goods that do not conform to the contract, normally within 30 days starting the day after delivery. Rights to repair, replacement, a price reduction or rejection may continue after this period, depending on the circumstances.
We may offer to replace an affected component where appropriate. You do not have to accept this instead of a remedy you are entitled to by law.
VERA pays reasonable return or remedy costs where required by law for faulty or non-conforming goods. Ordinary change-of-mind return charges do not apply to those costs.
Nothing in this policy limits your statutory rights.
Complete and send this form only if you wish to cancel your contract. You do not have to use it.
To House of VERA Ltd, 17 Symphony Close, Edgware, United Kingdom, HA8 0EE, support@shopvera.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
House of VERA Ltd is registered in England and Wales. Company number 16121920.
Registered office: 17 Symphony Close, Edgware, United Kingdom, HA8 0EE.