Refund policy
30-Day Satisfaction Guarantee
At Verono, we want customers to feel confident when shopping with us. We offer a 30-day satisfaction guarantee on eligible orders, subject to the conditions below.
This policy does not affect your statutory rights.
14-Day Legal Cancellation Right
For most online orders, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason.
You must notify us within the 14-day period and return the product within 14 days of notifying us that you wish to cancel.
The complete product must be returned. This includes the main product and all components, batteries, chargers, accessories and other items supplied as part of the product.
You are entitled to inspect the product in a reasonable way, similar to how you might examine an item in a shop. However, the cancellation period is not an opportunity to extensively use the product and then return it for a full refund.
If the product has been:
- Used beyond what is reasonably necessary to inspect it.
- Damaged;
- Heavily used;
- Returned dirty or in significantly poorer condition;
- Returned with missing parts, batteries, accessories or components; or
- Handled in a way that has reduced its value,
we reserve the right, where permitted by law, to make an appropriate deduction from the refund to reflect the reduction in value.
Customers should therefore return the product complete, securely packaged and in the best possible condition.
Original packaging should also be returned where reasonably possible, particularly where it is required to safely protect the product during return transit.
30-Day Satisfaction Guarantee
In addition to your statutory cancellation rights, Verono offers a voluntary 30-day satisfaction guarantee on eligible products.
To qualify under our voluntary guarantee:
- You must contact us within 30 days of delivery.
- The entire product must be returned.
- All batteries, chargers, accessories, attachments and supplied components must be included.
- The product must not have been heavily or excessively used.
- The product must not have been damaged through misuse, neglect, accidental damage, modification, incorrect setup or improper use.
- The product must be returned securely packaged.
- Where an issue is alleged, we may require clear photographs or video evidence before authorising the return.
Because this 30-day guarantee is provided in addition to your statutory rights, products that are returned incomplete, heavily used, damaged through customer misuse, altered or with significant components missing may be refused under the voluntary guarantee.
Nothing in this section removes any separate statutory rights that may apply.
Faulty, Damaged or Incorrect Items
If your product arrives faulty, damaged, incorrect or materially different from what was ordered, please contact us as soon as possible through the Contact section of our website.
We may require clear photographs or video evidence showing the reported issue before authorising a return. This allows us to determine the nature of the problem and prevents unnecessary returns.
Verono does not operate a product repair service.
Where a return is accepted, the complete product must be returned, including all components, batteries, accessories and other supplied items.
Once the return has been received and inspected, the appropriate refund or replacement remedy will be provided depending on the circumstances and the customer's applicable statutory rights.
A product will not be treated as faulty where the problem has been caused by:
- Misuse;
- Accidental damage;
- Neglect;
- Excessive wear;
- Incorrect assembly or setup;
- Modification;
- Use outside the product's intended purpose; or
- Failure to follow reasonable product instructions.
Where evidence indicates that the product has been used extensively before the reported issue arose, we may investigate the circumstances before accepting that the issue constitutes a product fault.
Any statutory rights relating to genuinely faulty goods remain unaffected.
Return Process
Do not return a product without first contacting us.
To begin a return, contact us through the Contact section on our website.
Please provide:
- Your order number;
- Your full name;
- The product concerned;
- The reason for the return; and
- Clear photographs or video where the product is alleged to be faulty, damaged, incorrect or not functioning as expected.
Failure to provide sufficient information may delay our ability to assess and process the request.
Once the return has been authorised, we will provide the appropriate return instructions.
Approved returns are free of charge. Customers are not required to pay return postage.
In most cases, we will provide a Royal Mail barcode or QR code, which can be scanned at a participating Post Office to generate the prepaid return label.
The product must be packaged securely and returned with all supplied components and accessories.
Customers should retain their proof of postage until the return and refund have been completed.
Products sent to an incorrect return address, sent without following the supplied return instructions or sent without sufficient identifying information may experience significant delays.
Contacting Verono
For return, refund, fault or delivery enquiries, customers should use the Contact section on our website.
This is the fastest and most reliable way to ensure that your enquiry reaches Verono Customer Support and can be associated with your order.
Direct emails can occasionally be incorrectly filtered into spam or junk folders by email providers and may therefore take longer to be seen.
If you contact us directly by email and do not receive a response, please submit your enquiry through the website Contact form.
Using our website Contact form is strongly recommended but does not affect any statutory rights you may have.
Change-of-Mind Returns
Approved change-of-mind returns are free of charge. Verono will provide a prepaid return method, so customers will not be required to pay return postage.
The complete product must be returned, including all supplied parts, batteries, chargers, accessories and components.
Where the statutory cancellation right applies, we will refund the applicable cost of our least expensive standard delivery option.
Any additional amount paid for:
- Express delivery;
- Premium delivery;
- Upgraded delivery; or
- Another delivery service costing more than our standard option
will not be refunded beyond the standard delivery amount where permitted by law.
Returns accepted under our voluntary 30-day satisfaction guarantee are also eligible for free return postage, provided the return has first been authorised and the supplied return instructions are followed.
Refunds
Refunds are not processed simply because a return has been requested.
Where a product must be returned, we may wait until the product has been received back or valid proof of return has been supplied, where permitted by law, before processing the refund.
Returned products may be inspected to confirm:
- The correct product has been returned;
- The product is complete;
- All relevant accessories and components are present;
- The reported condition is accurate; and
- The product has not been damaged through misuse or excessive use.
Approved refunds will be processed to the original payment method.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Where legally permitted, a deduction may be made where the value of the product has been reduced by handling or use beyond what was reasonably necessary to inspect it.
This may include deductions for excessive use, customer-caused damage or missing components where these have reduced the value of the returned product.
Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
Orders are automatically processed using the delivery information supplied by the customer.
If you realise that you have entered an incorrect address, contact us through the website immediately.
We will attempt to correct the address if the order has not yet entered fulfilment, but we cannot guarantee that an address can be changed once an order has been placed.
If an order is dispatched to the address entered by the customer at checkout, we cannot normally redirect or retrieve the parcel while it is in transit.
If tracking confirms that the parcel was successfully delivered to the address supplied by the customer, Verono will not issue a refund or replacement solely because the customer later informs us that they entered the wrong address.
Where an incorrect customer-supplied address causes the parcel to be:
- Returned to sender;
- Returned to our supplier or fulfilment partner; or
- Otherwise successfully recovered and returned,
a refund or redelivery may be considered once the product has been physically returned.
A refund will not be issued for a parcel sent to an incorrect customer-supplied address unless the product is successfully returned to us or our fulfilment partner.
Where redelivery is requested following a customer address error, additional delivery charges may apply.
This section applies where the address error was made by the customer. It does not apply where Verono or the courier delivers an order somewhere other than the correctly supplied delivery address.
Failed or Refused Delivery
Customers are responsible for ensuring that the delivery location they provide is valid and reasonably accessible.
Where delivery fails because:
- The customer supplied an incorrect or incomplete address;
- The address cannot be accessed;
- The customer refuses delivery; or
- The customer fails to take reasonable steps to receive or collect the parcel,
we cannot guarantee an immediate refund or replacement.
Where the parcel is returned to us or our fulfilment partner, we will assess the available options once the return has been confirmed.
Where additional delivery attempts are required because of a customer-supplied address error or failed delivery, additional delivery charges may apply.
Shipping Delays
We work hard to dispatch orders quickly, but courier delays can occasionally occur.
A courier delay does not automatically mean that an order is lost and does not automatically entitle the customer to an immediate refund.
Where an order is delayed, customers should allow the courier a reasonable opportunity to complete the delivery.
If tracking indicates that an order may genuinely be lost or significantly delayed, please contact us through our website and we will investigate.
Your statutory rights regarding delivery times remain unaffected.
Cancelling an Order After Purchase
We process orders quickly.
If you place an order and then decide that you want to cancel it, contact us immediately through the Contact section on our website.
If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to stop it.
However, once the order has been dispatched, we cannot normally cancel, intercept or recall the shipment while it is in transit.
If your cancellation request is received after dispatch, you may therefore need to:
- Allow the parcel to be delivered;
- Keep the complete product together;
- Follow our return instructions; and
- Return the complete product before your refund can be processed.
Any approved return will be provided with a free prepaid return method.
Refusing the parcel or attempting to redirect it without contacting us may delay the return and refund process.
Any applicable statutory cancellation rights remain unaffected.
How to Contact Us
For all return, refund, cancellation, delivery or product enquiries, please use the Contact section on our website.
To help us deal with your request efficiently, include:
- Your order number;
- Your full name;
- The product concerned; and
- A clear explanation of the issue.
Where the product is allegedly faulty, damaged, incorrect or not performing as expected, please also provide clear photographs or video evidence where reasonably requested.
Direct emails may occasionally be filtered into spam or junk folders. The website Contact form is therefore the recommended method of contacting Verono Customer Support.
