Refund policy

Refund Policy

Verdora (a UK-based online store) wants you to be genuinely happy with your order. This policy explains your rights to cancel, return and receive a refund, and sits alongside — not in place of — your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your legal right to cancel

If you're a consumer ordering online, you have a legal right to cancel your order for any reason within 14 days of receiving your goods, without needing to give a reason. To cancel, contact us within that period; you then have a further 14 days to send the goods back to us.

Our extended 30-day returns policy

We go beyond the legal minimum: you can return most items within 30 days of the delivery date, provided they are unused and in their original condition and packaging. For hygiene reasons, water bowls and bottles that have been used cannot be returned unless faulty.

How to return an item

Contact us at hello.verdora@gmail.com with your order number and reason for return.
We'll confirm eligibility and send you return instructions, including the return address.
Post the item back to us. Unless the item is faulty or we sent the wrong item, you are responsible for the cost of returning it.
Once we've received and inspected the item, we'll process your refund to your original payment method.

Refund timing

Refunds are issued within 5–10 business days of us receiving your returned item, in line with the 14-day maximum required by the Consumer Contracts Regulations 2013. It may take a few additional days for the refund to appear on your bank or card statement.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, you have additional rights if an item is faulty, not as described, or not fit for purpose — including a 30-day short-term right to reject faulty goods for a full refund. If your item arrives faulty, damaged or incorrect, contact us within 14 days of delivery with photos where possible, and we'll arrange a replacement or full refund, including any return shipping cost.

Non-returnable items

Personalised or hygiene-sealed items (such as used water bowls and bottles) cannot be returned unless faulty, as permitted under the Consumer Contracts Regulations 2013.