Complaints Policy

How to raise a concern and how Veya will respond.

Last updated: 3 August 2026

1. Contact us

Email info@veya.help with your order number, contact details, a clear description of the issue and the outcome you are seeking. Attach relevant photographs, videos or correspondence where useful.

2. Our process

We aim to acknowledge complaints promptly, investigate fairly, keep you informed and provide a clear response. Complex cases involving a carrier, supplier or manufacturer may take longer, but we remain responsible for handling your complaint as the retailer.

3. Escalation

If you are dissatisfied, ask for the complaint to be reviewed by a senior member of the team. We will explain any further escalation or alternative dispute-resolution route that applies.

4. Statutory rights

Using this complaints process does not affect your statutory rights or your ability to seek independent advice.