Refund & Returns Policy
Refund & Returns Policy
We want you to be satisfied with your Verako House pieces. If something isn't right, we're here to help.
Return Window
You have 30 days from the date of delivery to request a return.
Condition Requirements
To be eligible for a return, items must be:
- Unworn, unwashed, and undamaged
- In their original condition with all tags attached
- Returned in their original packaging where possible
Items showing signs of wear, alteration, odour, or damage caused after delivery cannot be accepted.
How to Start a Return
Email support@verakohouse.com with your order number and the item(s) you wish to return. We will respond within 24 hours with return instructions and the correct return address.
Please do not send items back before receiving return instructions, as unauthorised returns cannot be processed.
Return Shipping Costs
- Faulty, damaged, or incorrect items: we cover return shipping in full.
- Change of mind, sizing, or preference: the customer is responsible for return shipping costs.
We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Exchanges
The fastest way to exchange for a different size or colour is to return the original item for a refund and place a new order.
Refund Processing
Once your return is received and inspected, we will notify you of the outcome by email. Approved refunds are issued to the original payment method within 5-10 business days. Depending on your bank or card issuer, it may take additional time for the funds to appear on your statement.
Original shipping charges are non-refundable except where the item was faulty, damaged, or sent in error.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered, contact us within 14 days of delivery with photographs of the issue. We will arrange a replacement or full refund including all shipping costs.
Non-Returnable Items
- Gift cards
- Items marked as final sale at the time of purchase
- Underwear and intimate apparel, for hygiene reasons
Your Statutory Rights
Nothing in this policy affects your statutory rights. Customers in the UK and EU have a legal right to cancel an order within 14 days of receipt without giving a reason, in addition to the return window described above.
Contact
support@verakohouse.com