Return & Refund Policy

At Vero Choice, we want you to feel confident when shopping with us. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for a return under this policy, we will work to provide an appropriate solution.

This Refund & Return Policy applies to purchases made through Vero Choice and is intended to cover customers shopping from the United States and United Kingdom.

Return Eligibility

When Can You Request a Return?

You may be eligible to request a return if:

  • You received the wrong product.
  • The product arrived damaged.
  • The product is defective or does not function as reasonably expected.
  • The product received is materially different from its description.
  • The item qualifies for a return under applicable consumer protection laws.
  • The return request is submitted within the applicable return period.

Products must generally be returned in an appropriate condition unless the product is being returned because it is defective, damaged, or incorrect.

Return Period

Standard Return Window

Unless a different return period is stated on the relevant product page or required by applicable law, return requests should generally be submitted within 30 days of delivery.

Customers should contact us as soon as possible after receiving an order if there is a problem with the product.

UK Customers

For eligible online purchases in the United Kingdom, customers may have additional cancellation rights under applicable consumer protection laws, including applicable rules relating to the 14-day cooling-off period.

Certain products and circumstances may be excluded from cancellation rights under applicable law.

Damaged or Defective Products

Products Damaged During Delivery

If your order arrives damaged, please inspect the product as soon as reasonably possible.

For damaged products:

  • Take clear photographs of the product and packaging.
  • Keep the original packaging where possible.
  • Notify us as soon as possible.
  • Provide your order information and relevant photographs.
  • Do not dispose of the damaged product until the matter has been reviewed.

We may request additional information or photographs to assess the issue.

Defective Products

If a product does not function as reasonably expected, please provide details of the issue.

Depending on the circumstances, we may offer:

  • A replacement
  • A refund
  • A partial refund
  • Another appropriate resolution

The solution will depend on the nature of the problem and applicable consumer protection requirements.

Incorrect Items

Wrong Product Received

If you receive a product that is different from the one you ordered, please notify us promptly.

After verifying the issue, we may arrange an appropriate resolution, which may include:

  • Sending the correct product
  • Providing a replacement
  • Providing a refund
  • Arranging the return of the incorrect item where appropriate

Change of Mind Returns

Unwanted Products

For eligible products, customers may be able to return an item simply because they have changed their mind, subject to the applicable return period and legal requirements.

Returned products should generally be:

  • Unused
  • In their original condition
  • In suitable original packaging where reasonably possible
  • Complete with included accessories and components

Certain products may not be eligible for change-of-mind returns where permitted by applicable law.

Non-Returnable Products

Products That May Not Be Eligible

Certain products may not be eligible for return due to their nature, hygiene requirements, personalization, or applicable legal restrictions.

Depending on applicable law, exclusions may include:

  • Products that have been opened or used for hygiene reasons
  • Personalized or customized products
  • Products that deteriorate quickly
  • Sealed products that are not suitable for return once opened
  • Digital products where applicable
  • Products specifically identified as non-returnable on their product page

These exclusions do not affect any mandatory consumer rights that cannot legally be excluded.

How to Request a Return

Return Request Process

To request a return or refund:

  1. Review this Refund & Return Policy.
  2. Identify the order and product involved.
  3. Submit your return request within the applicable return period.
  4. Provide the relevant order details.
  5. Explain the reason for the return.
  6. Provide photographs or other information if requested.
  7. Wait for return instructions before sending the product back.

Please do not send products to a return address without receiving return instructions first.

Return Shipping

Who Pays for Return Shipping?

Return shipping responsibility may depend on the reason for the return.

If the product:

  • Arrived damaged
  • Is defective
  • Is incorrect
  • Or does not conform to the order or applicable consumer requirements

Vero Choice may provide an appropriate return solution in accordance with applicable law.

For eligible change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law.

Refunds

When Will Your Refund Be Issued?

Once an eligible return has been received and reviewed, we will process the applicable refund.

Refund processing times may vary depending on:

  • The return method
  • Product inspection
  • Payment provider
  • Bank processing times
  • The original payment method

Once processed by Vero Choice, the time required for the funds to appear in your account may depend on your bank or payment provider.

Original Payment Method

Where possible, approved refunds will generally be issued to the original payment method used for the purchase.

Partial Refunds

When a Partial Refund May Apply

A partial refund may be considered where:

  • Only part of an order is affected.
  • A product has a minor issue that does not justify a full refund.
  • A customer and Vero Choice agree to a partial refund as an appropriate resolution.
  • Applicable law permits a reduction based on the condition of a returned product.

Any applicable deduction will be handled in accordance with applicable law.

Exchanges and Replacements

Product Replacement

Depending on availability, we may offer a replacement instead of a refund for eligible products.

A replacement may be offered when:

  • The product is defective.
  • The product arrived damaged.
  • The wrong product was sent.
  • A replacement provides a suitable resolution.

If the same product is unavailable, we may provide another appropriate resolution, such as a refund.

Product Condition

Returning Products in Good Condition

When returning a product because of a change of mind, customers should take reasonable care of the item.

Where legally permitted, a refund may be reduced if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality.

This does not limit consumer rights relating to defective, damaged, or incorrectly supplied products.

Refund Exceptions

Circumstances Where a Refund May Not Apply

A refund may not be available where:

  • The return request is outside the applicable return period.
  • The product has been used beyond what is reasonably necessary to assess it.
  • The product has been intentionally damaged.
  • The product is missing essential components due to customer handling.
  • The item falls within a lawful return exclusion.
  • The issue is caused by misuse, improper installation, or failure to follow product instructions.

These limitations are subject to applicable consumer protection laws.

Consumer Rights

Your Legal Rights

Nothing in this Refund & Return Policy is intended to remove, restrict, or replace any consumer rights that cannot legally be excluded.

Customers in the United Kingdom and United States may have different statutory rights depending on their location and the nature of the purchase.

Where applicable law provides a greater right or protection than this policy, the applicable law will take precedence.

Policy Changes

Updates to This Policy

Vero Choice may update this Refund & Return Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements.

Any updated version will be published on this page.

Our Commitment

At Vero Choice, we aim to make returns and refunds as straightforward and fair as reasonably possible.

We encourage customers to review product information carefully before purchasing and to contact us promptly if an order arrives damaged, defective, incorrect, or otherwise presents an issue.

Vero Choice — making your shopping experience simple, clear, and dependable.