Refund Policy

90-day money-back guarantee

If you are not satisfied with your purchase for any reason, contact us within 90 days of delivery and we will refund your order in full.

You do not need to send anything back. There is nothing to return, nothing to repackage and no postage to pay — keep the product, opened or unopened. There is no restocking fee and no return delivery cost.

How to request a refund

Email supportverolae@proton.me with your order number and the email address used to place the order. That is the whole process. We will confirm your request and process the refund.

Conditions

• Requests must be made within 90 days of delivery. After 90 days we are unable to offer a refund under this guarantee.
• Proof of purchase (your order number or receipt) is required.

When you get your money back

Approved refunds are issued to the original payment method in pounds sterling (GBP) within 5–10 working days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.

Damaged, incorrect or missing items

If your order arrives damaged, incorrect or incomplete, email us within 30 days of delivery and we will make it right at no additional cost. Again, there is nothing for you to send back.

Subscriptions

Subscription orders are covered by the same 90-day guarantee. You can cancel or pause at any time with no cancellation fee — see our Cancellation Policy.

Your rights under UK consumer law

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel an online order within 14 days of receiving it, for any reason. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described; where they are not, you are entitled to a repair, replacement or refund.

The 90-day money-back guarantee described above is a voluntary extra that Verolae offers on top of those statutory rights. It sits alongside them and does not replace them. Nothing in this policy excludes, restricts or modifies your statutory rights. Where your statutory rights are broader than this policy, your statutory rights still apply.

Contact

Verolae
Email: supportverolae@proton.me

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

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at SupportVerolae@proton.me. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at SupportVerolae@proton.me.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at SupportVerolae@proton.me.