Returns & Refunds

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. These conditions apply to our voluntary extended return window and do not restrict your legal cancellation or faulty-goods rights.

How to return an item

Contact us at hello.verdora@gmail.com with your order number. You do not need to give a reason when exercising your legal cancellation right.
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

For a legal cancellation, we refund without undue delay and within 14 days of receiving the goods back or evidence that you have sent them back, whichever is earlier. When you cancel the whole order under that right, we also refund the cost of our least expensive standard delivery option. 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 an item is faulty, damaged or incorrect, contact us as soon as you can, with photos where helpful. We will arrange an appropriate remedy and cover reasonable return costs where required. Reporting a problem after 14 days does not remove your statutory rights.

Non-returnable items

The legal change-of-mind cancellation right has exceptions, including goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health or hygiene reasons if unsealed after delivery. These exceptions do not affect faulty-goods rights. Ordinary bowls and bottles are not automatically excluded simply because they are pet products.