refund policy – VERVE HOUSE

refund policy

Returns

Due to the pandemic, we are extending our return policy from 30 days to 90 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. 

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@vervehouse.co.

Confirmation on process for non defective/broken products. 

1. The customer will be receive a confirmation email after ordering and a follow up email from our customer support team confirming the order. 

2. If a refund or exchange it requested, then the customer would send a request by email, and then send back the sign to our address (20-22 Wenlock Road, London, N1 7GU). Once the customer has sent it back, they will send a tracking number to us. The customer pays the shipping cost to return the item.

3. As soon as we receive it on our end, we will ensure there is no noticeable damage and it is returned in the condition it was delivered in. If thats the case, a full refund will be made to the customer, from the payment method they paid from.

Policy for defective/broken products

1. The customer will be receive a confirmation email after ordering and a follow up email from our customer support team confirming the order. 

2. For any defective/broken products, the customer is asked to send us an email with detail of the damages, alongside a picture or video to hello@vervehouse.co - from there, the customer will be offered a partial to full refund dependant on the level of damage that the item had on delivery.  

3. If a refund or exchange it requested, then the customer would send a request by email, and then send back the sign to our address (20-22 Wenlock Road, London, N1 7GU). Once the customer has sent it back, they will send a tracking number to us. The customer pays the shipping cost to return the item.

As soon as we receive it on our end, we will ensure there is no noticeable damage and it is returned in the condition it was delivered in. If thats the case, a full refund will be made to the customer, from the payment method they paid from.

 

Please note that depending on the size, complexity and customisation for the respective sign ordered, the production may take place in London, Rotterdam, Hong Kong or Shanghai. This will not affect your rights or the quality of the sign upon delivery, but your order may come from any one of the above locations.

 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@vervehouse.co and send your item to: 20-22 Wenlock Road, London, N1 7GU, United Kingdom. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 
To return your product, you should mail your product to: 20-22 Wenlock Road, London, N1 7GU, United Kingdom 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.