Returns & Refunds

Returns & Refunds Policy

At Verana, we strive to deliver luxury and satisfaction to your doorstep. While we endeavour to meet your expectations every time, we understand that occasionally, things may not go as planned. If you find yourself less than satisfied with your purchase, we have established a straightforward return policy for your convenience.

Return Steps

  1. To initiate a return, please contact our team at orders@verana.co.uk. Remember, returns must be authorised by Verana before proceeding.
  2. Once authorised, we will provide you with a returns label. Due to the high value of our products, we facilitate secure and insured returns through our partner, DPD. Please refrain from independently returning the item to avoid potential risks.
  3. Repackage the item in its original packaging. Make sure to include your order number and the reason for the return on a separate sheet - please refrain from marking the original packaging.
  4. Affix the provided returns label and send the item back to our depot. Your product will undergo a rigorous check by our team of engineers using state-of-the-art technology to ensure it's in perfect working order.
  5. Once received and inspected, our team will proceed with processing the return. Please be aware that refunds may take up to 10 working days from the date we receive the returned item.

Returning Unwanted Items
No longer want your purchase? We understand. Let us know within 14 days of receiving the item and ensure to return it within 30 days from the date of purchase. Request a returns label from orders@verana.co.uk, and we will guide you through the process. An administrative fee of £30 will be applied to cover returns, insurance, necessary checks, and restocking. Ensure that the item is in its original, unmarked, and resalable condition.


Exchange 
Have you found a different product variant that better suits your needs? Don't worry, we're happy to facilitate exchanges. Reach out to our team to determine which parts you need to return. We impose a modest administrative fee of £30 to cover return costs, delivery of the new product, and restocking. Please remember, the item must be in a resalable condition for the exchange to be processed.


Returning Faulty or Damaged Items
If you discover any faults or damages upon receipt of your product, please contact us within 14 days at orders@verana.co.uk. It's essential to conduct necessary checks within this time frame. Our team will guide you through the resolution process, which may involve providing evidence of the damage. Our team will then investigate and provide a solution to rectify the situation as swiftly as possible.


Warranty & Guarantees
All our products come with a minimum 12-month manufacturer's guarantee, starting from the date of purchase. Our standard warranty is one year on the boiler and two years on the tap unless stated otherwise. If a fault develops within this period, please contact us first. We will guide you on the next steps. Remember, all products reported as faulty will be tested by manufacturers. If the faults are found to be due to damage or misuse, the warranty will be voided, and the product will be returned to you.


Note
Always obtain authorisation from Verana for any returns or exchanges. We're here to ensure your shopping experience is as seamless as possible. If you have any further queries, our team is more than happy to assist you at orders@verana.co.uk.


Disclaimer
Please note, if there is a fault with your tap that incurs additional costs with your plumber, we cannot be held liable and do not take responsibility. We do not offer any refunds for plumbing-related issues, as plumbing is the customer's responsibility. Please consult with a professional if you're unsure.