Returns, Refunds and Cancellation Policy

Your rights when changing your mind or cancelling an online order.

Last updated: 3 August 2026

1. Statutory cancellation right

For most goods bought online, UK consumers may cancel without giving a reason within 14 days after the day the goods are received. For an order delivered in separate parcels, the period normally runs from the day after the final parcel is received.

To cancel, email info@veya.help with your name, order number and a clear statement that you wish to cancel. You may also use the model cancellation form at the end of this policy.

2. Returning cancelled goods

After notifying us of cancellation, you must return the goods without undue delay and no later than 14 days after telling us you are cancelling.

Returns should be sent to the address we provide to you. Do not send a product until any required returns authorisation and safe-shipping instructions have been provided.

3. Return costs

For change-of-mind returns, CUSTOMER PAYS DIRECT RETURN COST. For large or heavy products, the direct return cost may be higher than ordinary parcel postage. We will provide an estimate where the law requires this information.

We cover reasonable return costs where goods are faulty, misdescribed, damaged in transit or supplied incorrectly.

4. Condition and handling

You may inspect goods as you would in a shop. We may reduce a change-of-mind refund to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

For robot products, avoid outdoor operation, cutting grass, submerging a pool cleaner, allowing a vacuum to map or clean a property, registering irreversible services, or discarding protective packaging if you are only assessing whether to keep the item. These activities may go beyond reasonable inspection, depending on the circumstances.

5. Refund timing and method

For a valid cancellation, we refund the price paid and the cost of the least expensive standard delivery option offered. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first.

Refunds will be made without undue delay and normally within 14 days of the relevant legal trigger, using the original payment method unless otherwise agreed.

6. Exceptions

The statutory cancellation right may not apply to goods made to your specifications or clearly personalised, sealed goods not suitable for return for health or hygiene reasons once unsealed, or other legally exempt categories. We will not rely on an exception unless it genuinely applies.

7. Faulty goods

Change-of-mind rights are separate from rights where goods are faulty, unsafe, misdescribed or not fit for purpose. See our Warranty and Faulty Goods Policy.

8. Model cancellation form

To: Veya, info@veya.help,

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods: ______________________________________________

Order number: ________________________________________

Ordered on / received on: ______________________________

Customer name: _______________________________________

Customer address: _____________________________________

Signature (only if sent on paper): ________________________

Date: ________________________________________________