Refund policy
Returns & Refunds Policy
Last updated: 16 September 2026
At Verequa, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.
1. 30-Day Returns
You may request a return within 30 days of the date your order was delivered.
To be eligible for a return under our 30-day returns policy, the item should be:
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In its original or reasonably preserved condition
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Complete with all parts and accessories
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Returned in its original packaging where reasonably possible
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Free from damage caused by misuse, incorrect installation or negligence
To request a return, please contact:
Please include your order number, full name and reason for the return.
Do not return any item before contacting our customer support team and receiving return instructions.
2. UK Right to Cancel
If you are a UK consumer purchasing online, you normally have the legal right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Nothing in this policy affects your statutory rights under UK consumer law.
3. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, faulty, defective or different from what you ordered, contact us as soon as possible at:
Please provide:
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Your order number
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A brief description of the issue
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Clear photographs or video showing the problem, where appropriate
Once the issue has been reviewed, we will arrange an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances and your legal rights.
Where the product is faulty, damaged on arrival or incorrect, Verequa will cover reasonable return costs where required.
4. Change of Mind
If you simply change your mind, you may request a return in accordance with this policy.
Where applicable, return postage for change-of-mind returns is the responsibility of the customer.
For statutory cancellations made within the applicable UK cancellation period, we will also refund the standard outbound delivery charge where required by law.
Any additional amount paid for premium, express or upgraded delivery is not refundable beyond the cost of our standard delivery service, where permitted by law.
5. Used or Damaged Products
You may inspect a product as you reasonably would in a physical shop.
However, if a product has been used, installed or handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect any loss in value, where permitted by law.
Products damaged through misuse, improper installation, accidental damage or normal wear and tear are not covered by our voluntary returns policy.
This does not affect your statutory rights if the product is faulty.
6. Replacement Filters and Consumable Products
Unused replacement filters and other consumable items may be returned within our 30-day return period provided they remain in suitable condition for resale.
Used or partially consumed replacement filters are generally not eligible for a change-of-mind return.
This restriction does not apply where an item is faulty, defective, incorrectly supplied or where applicable consumer law provides otherwise.
7. Exchanges
If you wish to exchange an item, please contact us at:
Where an exchange is available, our team will provide instructions.
Depending on stock availability, we may instead ask you to return the original item and place a new order.
8. Refunds
Once your return has been received and reviewed, we will notify you of the outcome.
Approved refunds will be issued to your original payment method.
Where UK cancellation rights apply, refunds will be made within the timeframe required by applicable law. We may wait until we have received the returned goods or evidence that they have been sent back, where permitted.
After we issue the refund, your bank, card provider or payment service may require additional time to process and display the funds in your account.
9. Return Shipping
Please contact us before returning any product.
We will provide the appropriate return instructions and return destination.
Do not send returns to an address shown on the original parcel unless our support team specifically instructs you to do so.
We cannot guarantee that unauthorised returns sent to an incorrect address will be received or processed.
10. Orders Returned to Sender
If an order is returned to us because the customer provided an incorrect or incomplete delivery address, refused the delivery, or failed to collect the parcel, additional delivery charges may apply before the order can be resent.
Where a refund is requested instead, reasonable costs already incurred may be deducted where permitted by applicable law.
11. Lost or Delayed Parcels
If your parcel appears to be significantly delayed or lost in transit, please contact:
We will review the shipment with the relevant delivery provider and provide an appropriate solution where necessary.
12. Your Statutory Rights
This Returns & Refunds Policy is intended to provide additional information about Verequa's return process.
Nothing in this policy excludes, limits or replaces any rights you have under applicable consumer protection law, including your rights under UK consumer law.
13. Contact Us
For any questions about returns, refunds or your order, please contact:
Verequa
Website: verequa.com
Email: support@verequa.com