Warranty and Faulty Goods Policy

Support for faults, defects, repairs, replacement and statutory remedies.

Last updated: 3 August 2026

1. Your legal rights

Goods must be of satisfactory quality, fit for any purpose made known to us, match their description and be installed correctly where installation forms part of the contract. This policy is in addition to, and does not replace, your statutory rights.

Where goods are faulty, consumers may have a short-term right to reject within 30 days. After that, repair or replacement is normally the first remedy. If a repair or replacement fails, is impossible, or is not provided within a reasonable time without significant inconvenience, further remedies may be available.

2. Commercial warranty

In addition to statutory rights, selected products may include a manufacturer or Veya commercial warranty. Warranty terms, exclusions and claim procedures may vary by product and will be supplied or linked with the product.

A commercial warranty never limits rights under consumer law.

3. How to report a fault

Email info@veya.help with:

• your name, order number and product model;
• the serial number, where available;
• a clear description of the issue and when it started;
• photos or a short video where this can be provided safely;
• details of troubleshooting already attempted.

Do not dismantle, modify or continue using a product where doing so could be unsafe or worsen damage.

4. Assessment and remedies

We may ask you to carry out reasonable troubleshooting, provide diagnostic information, permit remote diagnostics where supported, return the product, or make it available for collection or authorised inspection. This will not be used to avoid legal obligations.

Where a legal remedy applies, repair or replacement will be provided at no cost, within a reasonable time and without significant inconvenience. Refunds will be issued where required by law.

5. What is normally not a defect

Subject to statutory rights and the exact warranty terms, commercial warranty cover may exclude:

• accidental damage, misuse, neglect, theft or cosmetic wear;
• damage caused by unsuitable terrain, pool chemistry, flooding, freezing, water ingress outside the product’s rating, obstacles, pet waste or prohibited materials;
• incorrect installation, boundary setup, charging, storage, cleaning or maintenance;
• use of unapproved parts, consumables, batteries, blades, brushes, filters, chemicals or accessories;
• normal wear of consumable components;
• unauthorised repairs, modification or commercial use where the product is sold for domestic use.

An exclusion will not be applied where it would unlawfully restrict your consumer rights or where the alleged cause did not cause the fault.

6. Data stored on smart products

Before returning a connected product, remove personal information, unlink accounts and back up anything you wish to retain where it is safe and reasonably possible. Service may require resetting the device, and stored maps, schedules or settings may be erased.