Returns & Refund Policy
This policy explains how returns, cancellations, refunds and faulty products are handled when you purchase from Veyaxium Ltd.
Nothing in this policy affects your statutory rights under UK consumer law.
Changing your mind.
If you buy goods from Veyaxium online, you will normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving the goods.
After telling us that you are cancelling, you normally have a further 14 days to send the goods back.
How to cancel
Email us at:
Please include your name and order number so that we can identify your purchase and provide the correct return instructions.
Returning goods after cancellation.
You may inspect and handle goods in the same way that you reasonably would when examining them in a shop.
Where possible, please return the product with its original packaging, accessories, manuals and other supplied items. Original packaging is helpful but is not, by itself, a condition of exercising your statutory cancellation right.
Please take reasonable care of returned goods
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and that handling reduces their value, we may be entitled to make an appropriate deduction from the refund.
This does not affect your separate rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
Return postage for change-of-mind returns.
Unless we agree otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.
We recommend using an appropriate tracked service and retaining proof of postage until your refund has been completed.
Before sending anything back
Please contact us first so that we can provide the correct return instructions.
Do not return products directly to the manufacturer unless Veyaxium specifically instructs you to do so.
Refunds for cancelled online orders.
Where you validly cancel an online order, we will refund the amount due using the same payment method you originally used unless you expressly agree otherwise.
Where you paid a delivery charge, we will also refund the cost of the least expensive standard delivery method offered for the order. If you chose a more expensive delivery service, we do not have to refund the additional amount above the standard delivery charge.
When we issue the refund
For returned goods, we will issue the refund without undue delay and no later than 14 days after receiving the goods back, or receiving satisfactory evidence that you have sent them back, whichever occurs first.
When you will see the money
Once Veyaxium has issued the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Faulty, damaged or incorrect goods.
If a product is faulty, damaged, not as described, not of satisfactory quality or not fit for its intended purpose, please contact Veyaxium as soon as possible.
Your rights in these circumstances are separate from the 14-day change-of-mind cancellation right.
Short-Term Right to Reject
UK consumer law provides a short-term right to reject qualifying faulty goods, normally within 30 days.
Repair or Replacement
Depending on the circumstances, you may be entitled to have faulty goods repaired or replaced at no necessary cost to you.
Further Remedies
Where a repair or replacement is unsuccessful, unavailable or not provided within the requirements of consumer law, you may have a right to a price reduction or final rejection and refund.
Returning faulty goods
Where goods are validly rejected because they do not conform to the contract, Veyaxium will bear the reasonable necessary cost of their return in accordance with your statutory rights.
Goods damaged during delivery.
If your parcel or product appears damaged when it arrives, please contact us as soon as reasonably possible.
Photographs of the packaging and product can be helpful when we investigate delivery damage, but providing photographs does not remove any statutory rights you may have.
Helpful information
- Your Veyaxium order number
- Which item is affected
- A description of the damage or problem
- Photographs where reasonably available
Exchanges.
We do not guarantee a direct exchange service for ordinary change-of-mind returns. Where appropriate, the simplest process may be to return the original product for a refund and place a new order.
This does not limit your statutory right to a repair or replacement where goods are faulty and that remedy is available under consumer law.
Digital content & customer downloads.
Different cancellation rules can apply to digital content supplied online.
Where Veyaxium supplies digital content in circumstances where your cancellation right may be lost once supply begins, we will request any express consent and acknowledgement required by law before beginning that supply during the cancellation period.
Access to Veyaxium customer guides or other digital resources does not remove any separate statutory rights you may have in relation to faulty physical goods.
Proof of purchase.
We may ask for reasonable evidence that the product was purchased from Veyaxium. Your order number or order confirmation will normally be the easiest way for us to locate your purchase.
How to request a return or cancellation.
You can tell us clearly that you wish to cancel or return an order by contacting:
Veyaxium Ltd
Email: info@veyaxium.co.uk
Please include your name, order number and the product or products concerned. We will provide return instructions where a return is required.
Need help with a return?
Contact Veyaxium with your order number and we will help you identify the appropriate next step.