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Refund policy

At Vertovia, we stand behind the products we sell. Please review this policy carefully before placing your order.

30-Day Return Policy

We have a 30-day return period policy, which means you have 30 days after receiving your item to request a return.

Return Conditions

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unused and undamaged
  • In its original packaging
  • Accompanied by the receipt or proof of purchase

For hygiene reasons, cushions that have been used beyond a reasonable inspection period may not be eligible for return.

Cancellation Policy

  • Order changes or cancellations must be requested within 24 hours of placing the order
  • Once an order enters processing, cancellations or modifications may no longer be possible
  • Approved cancellations are refunded within 14 days

How to Start a Return (Return method)

  1. Email us at support@vertovia.com with your order number and the email used at checkout
  2. Tell us the reason for the return, and include clear photos if the item is damaged or defective
  3. Wait for our reply — we will respond within 24 hours (Mon–Fri) with return instructions and the return address
  4. DO NOT send the item back until you have received our approval

Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

  • Return shipping costs are the customer's responsibility unless the item is faulty, damaged, or incorrect
  • If your return is accepted for a faulty, damaged, or incorrect item, we will provide a return shipping label at no cost to you
  • Original delivery charges are non-refundable

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

  • Notify us within 72 hours of delivery
  • Include clear photos of the issue
  • Eligible claims may qualify for a free replacement or a full refund

Please note: damaged packaging alone does not qualify as product damage. Normal wear, misuse, or improper care are not covered.

Restocking Fee: 0%

With no restocking fee and no costs.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including custom or personalised products, gift cards, and sale or clearance items. Please get in touch if you have questions or concerns about your specific item.

Exchanges

Yes, we accept exchanges. If you'd like to exchange your item, please contact us at support@vertovia.com to discuss the details.

United Kingdom & European Union — 14-Day Cooling-Off Period

In accordance with UK and EU consumer protection law, if your order is shipped within the United Kingdom or into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

Conditions:

  • Items must be unused, undamaged, and returned in their original packaging
  • You will need the receipt or proof of purchase
  • Return shipping costs remain the customer's responsibility
  • Refunds are issued within 14 days after the returned item is received and inspected

This statutory right applies in addition to, and does not replace, our 30-day return policy above.

Refund processing time

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 14 days.

Please remember that it can take some time for your bank or credit card company to process and post the refund. If more than 21 days have passed since we approved your return, please contact us at support@vertovia.com.

Incorrect Shipping Address

  • Customers are responsible for providing accurate shipping details at checkout
  • Address changes must be requested within 24 hours of placing the order
  • Orders shipped to an incorrect address cannot be guaranteed for refund or replacement

Policy Updates

Vertovia reserves the right to update or modify this policy at any time. Customers are encouraged to review the latest version prior to purchase.

Contact Us

You can always contact us for any return question at support@vertovia.com

Vertovia
Email: support@vertovia.com
Address: 27 Albion Street, Leeds, LS1 5AT, United Kingdom
Phone Number: +44 7403 624341
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
We respond to emails within 24 hours (Mon–Fri). Weekend messages are answered on Monday.