Effective Date: 07/01/2025
At Fivevera.com, we want you to be completely satisfied with your purchase. If you’re not happy for any reason, we’re here to help. Please review our refund policy below.
1. Your Right to Cancel
As a consumer shopping online in the UK, you have the right to cancel your order within 14 days of receiving your goods for a full refund under the Consumer Contracts Regulations.
To qualify:
- Items must be unused and in their original packaging.
- You must notify us in writing within 14 days of receiving your order.
- You then have another 14 days to return the item(s) to us.
To request a cancellation or return, please email us at [email protected] with your order number.
2. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged on arrival, or not what you ordered, we will offer:
- A full refund or
- A replacement at no additional cost
Please notify us within 14 days of receiving the item and include clear photos if applicable. We may provide a prepaid return label depending on the issue.
3. Items Not Eligible for Refund
We do not accept returns or offer refunds for:
- Items returned used, damaged, or missing parts not due to our error
- Items returned after 30 days of receipt (unless faulty and under warranty)
- Personalised or customised items
- Items marked “final sale” or “non-returnable”
4. How to Return an Item
- Contact us at [email protected] to request a return authorisation.
- Repack the item securely with the original invoice or order confirmation.
- Return the item to the address provided in your return confirmation email.
Unless the item is faulty or incorrect, you are responsible for return shipping costs.
5. Refund Processing
- Refunds are issued to your original payment method
- Please allow up to 5–7 business days after we receive the returned item for your refund to appear
- We’ll notify you by email once your refund has been processed
6. Exchanges
We do not currently offer direct exchanges. If you wish to exchange an item, please return the original item and place a new order.
7. Contact Us
If you have any questions or need help with your return:
📧 Email: [email protected]
📞 Phone: 0730 423 8599
💬 Live Chat: Available on www.fivevera.com