Refund policy

30-Day Satisfaction Guarantee

At Verono, we want you 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 Cancellation Right

For most online orders, you have the right to cancel your order within 14 days of receiving it. You do not need to give a reason.

To use this right, you must contact us within 14 days of delivery and return the item within 14 days of telling us you wish to cancel.

Items must be returned in a reasonable, unused or lightly handled condition. You may inspect the item as you would in a shop, but excessive use, damage, missing parts, poor repackaging or signs of misuse may result in a deduction from your refund.

30-Day Satisfaction Guarantee

In addition to your 14-day cancellation right, we may accept return requests within 30 days of delivery if the item is eligible and the return conditions are met.

Returns may be accepted if:

You contact us within 30 days of delivery.

The item is returned in its original condition, with all accessories, packaging and parts included.

The item has not been damaged through misuse, neglect, incorrect setup, accidental damage or excessive use.

You provide clear photo or video evidence if the item is faulty, damaged, incorrect or not performing as expected.

Your order arrived damaged or you received the wrong item.

Returns may be refused if:

The item has been heavily used, damaged, altered or returned incomplete.

The issue was caused by misuse, neglect, accidental damage or failure to follow the product instructions.

The customer entered an incorrect, incomplete or inaccessible delivery address.

The parcel was delayed by the courier but still delivered within a reasonable timeframe.

The item is returned without contacting us first.

The return is sent to the wrong address or without approval.

Return Process

To start a return, please contact us through the Contact section on our website within the relevant return period.

Please include your order number, the item you wish to return, your reason for return and any clear photo or video evidence where relevant. Requests without this information may be delayed or refused.

If your return is approved, we will send you the return instructions. In most cases, we will provide a barcode that can be scanned at your nearest Post Office to generate the return label.

Please do not send any item back without approval. Unauthorised returns may not be accepted or refunded.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, you must contact us as soon as possible with clear photo or video evidence.

Where the issue is confirmed, we will offer a replacement, repair or refund depending on the situation. In most cases, the item must still be returned before a refund or replacement is processed.

If the item is found not to be faulty, or the issue was caused by misuse or damage after delivery, we may refuse the refund or deduct the relevant amount.

Change of Mind Returns

For change-of-mind returns, customers are responsible for return shipping costs.

Original standard delivery charges will be refunded where required by law. Any upgraded, express or premium delivery fees are non-refundable unless the order was faulty, damaged or incorrect.

Refunds

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds will be processed within 14 days of receiving the returned item, or receiving valid proof that the item has been returned.

Refunds will be made to your original payment method. Your bank or payment provider may take additional time to show the funds in your account.

We reserve the right to make a deduction from your refund if the item has been used beyond normal inspection, returned damaged, returned incomplete or returned in poor condition.

Incorrect Address or Failed Delivery

Customers are responsible for entering the correct delivery address at checkout.

If delivery fails because the address was incorrect, incomplete, inaccessible or refused, we cannot guarantee a refund or replacement.

If the parcel is returned to our supplier or fulfilment partner, we may be able to arrange a redelivery at the customer’s cost. Refunds will not be issued for failed delivery caused by customer address error.

Shipping Delays

We work hard to dispatch orders quickly, but courier delays can occasionally happen. Shipping delays outside our control do not automatically qualify for a refund.

If your order is significantly delayed or appears to be lost, please contact us and we will investigate with the courier.

Cancellations Before Dispatch

We process orders quickly, so cancellation requests are not guaranteed once an order has been placed.

If you contact us before the order has been processed or dispatched, we will do our best to cancel it. If the order has already been processed or shipped, you may need to wait for delivery and then follow the return process above.

How to Contact Us

To begin a return or refund request, please contact us through the Contact section on our website.

To avoid delays, please include your order number, the item name and a clear explanation of the issue.