Returns & Refunds Policy
At Verana, we aim to make your return process as smooth as possible. If you need to return an item, please follow the steps below:
Initiate Your Return:
Contact our team at orders@verana.co.uk to request a return. Please include your order number and reason for the return in your email.
Note: Returns must be authorised by Verana before proceeding.
Authorisation and Returns Label:
Once your return request is authorised, we will email you a secure and insured returns label through our partner, DPD.
Important: Do not return the item without authorisation to avoid potential risks.
Prepare Your Return:
Repackage the item in its original packaging, ensuring it is secure. Do not mark or alter the original packaging. Include your order number and a brief note explaining the reason for the return inside the package.
Affix and Send:
Attach the provided returns label securely to the package. Drop off the package at your nearest DPD collection point.
Return Processing:
Once we receive your returned item, our team of engineers will thoroughly inspect it using state-of-the-art technology to ensure it is in perfect working order.
Refund:
If your return meets our criteria, we will process your refund. Please allow up to 10 working days from the date we receive the returned item for the refund to appear in your account. You will receive a confirmation email once your refund has been processed.
Returning Unwanted Items
Changed your mind? No problem. Notify us within 14 days of receiving the item, and return it within 30 days from the date of purchase. Request a returns label at orders@verana.co.uk; we’ll guide you through the process. A £30 fee applies to cover secure returns, insurance, quality checks, and restocking. This ensures your return is handled safely and efficiently. Please ensure the item is unused, unmarked, and in its original packaging.
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.
If you find any faults or damages with your product, please contact us within 14 days of receipt at orders@verana.co.uk. It's important to inspect your item as soon as it arrives. To help us resolve the issue swiftly, please include photos or a video clearly showing the damage when you email us. Our team will then investigate and work quickly to provide a solution.
All our products come with a 12-month manufacturer's guarantee, starting from the date of purchase. This warranty covers manufacturing defects.
If a fault develops within this 12-month period, please contact us first at orders@verana.co.uk. We will guide you on the next steps. Please note that all products reported as faulty will be tested by the manufacturer. If the fault is found to be due to damage or misuse—such as improper installation or handling—the warranty will be voided, and the product will be returned to you.
If the fault is covered under the warranty, we will assist you with the repair or replacement process to ensure your satisfaction.
Filter Change Requirements
To keep your Verana product running smoothly and to ensure your warranty stays valid, please follow these essential guidelines:
At Verana, your satisfaction is our priority. If you need a replacement for a tap or boiler, we provide an additional warranty on the replacement item to give you peace of mind.
Expired Warranty:
If your original warranty has expired, your replacement item will come with a 3-month warranty starting from the date you receive the replacement.
Active Warranty:
If your original warranty is still active, the replacement will carry over the remaining warranty period. Additionally, the warranty will be extended to ensure coverage for a total of up to 12 months from the original purchase date.
Applicability:
The warranty extension applies only to the replacement items and is an addition to the original warranty terms.
Coverage:
The extended warranty covers the same conditions as the original manufacturer's guarantee, protecting your product against defects in materials and workmanship.
Need to cancel your Verana order? Here’s how:
Immediate Action:
Call us at 01924 730525 for the fastest response. Alternatively, email orders@verana.co.uk—emails go directly to our warehouse.
Response Times:
We typically respond to emails within 2-3 working days. During busy periods, please allow up to a week for a response.
Rapid Order Processing:
Our warehouse processes orders quickly, often overnight. To avoid dispatch, contact us as soon as possible.
Cancellation Fee:
If your order has already been dispatched, a £30 fee applies to cover packaging, shipping, and insurance costs. No fee is charged if you cancel before dispatch.
Refund Process:
We process refunds promptly after successful cancellation. If you cancel by email, a follow-up call can help ensure swift action.
We’re here to make your shopping experience smooth and hassle-free. For any assistance, don’t hesitate to reach out.
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.
Please note that all clearance products are heavily discounted to clear and are sold as-is. No returns or exchanges will be accepted for these items. By purchasing a clearance product, you agree to these terms. Please ensure that you are fully satisfied with your selection before completing your purchase.
Please note that if a fault with your tap results in additional costs with your plumber, Verana cannot be held liable for these expenses. Plumbing is the customer's responsibility, and we do not offer refunds for plumbing-related issues. If you are unsure about installation or any plumbing work, please consult a professional.
At Verana, we strive for perfection in every product we deliver. However, we understand that mistakes can happen, and in rare cases, an issue with our product may require you to have it reinstalled by a plumber.
Why We Can't Cover Reinstallation Costs:
While we deeply regret any inconvenience caused, Verana cannot cover the cost of reinstallation. The reason is that plumbing costs can vary widely depending on location, service provider, and the specific situation, making it difficult for us to standardise compensation. Additionally, plumbing services are third-party services, over which we have no control, and as such, it is outside our direct responsibility.
Our Solution:
Priority Support: In cases where our error necessitates a reinstallation, we will prioritise your issue and offer support to resolve it as quickly as possible. This may include sending a replacement part or product immediately at no additional cost.
Discount or Credit: As a gesture of goodwill, we can offer a discount on your next purchase or a store credit.
Professional Guidance: We will work closely with you and your plumber to provide any technical assistance needed during the reinstallation process. This ensures that the issue is resolved correctly without further inconvenience.
