Refund Policy
We want you to be confident in your Veros purchase. If your product arrives defective or develops a fault, you may be eligible for a return, replacement, exchange, or refund in accordance with the policy below.
New Zealand Returns
For orders delivered within New Zealand, we accept returns for defective products only.
You must contact us within 110 days of receiving your order to request a return.
To be eligible for a return:
- The product must be defective or faulty.
- The product must not have been damaged through misuse, accidental damage, unauthorised modification, or improper handling.
- The product and all included accessories, packaging, manuals, and components should be returned where reasonably possible.
- Proof of purchase may be required.
We do not accept returns for change of mind or other non-defective products unless required by applicable consumer law.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If your item is defective, damaged on arrival, or you receive the incorrect product, contact us as soon as possible at:
Please include your order number and a description of the issue. We may also request photos or other information to help assess the problem.
Once approved, we will provide instructions for returning the product.
Return Shipping
Approved returns are made by mail.
For eligible returns, we will provide a prepaid return shipping label at no cost to you, which can be downloaded and printed.
Please do not send a product back before contacting us and receiving return instructions. Returns sent without prior approval may not be accepted.
Exchanges
We accept exchanges for eligible defective products.
Where appropriate, you may choose to have an eligible defective product replaced or exchanged instead of receiving a refund, subject to product availability.
There is no restocking fee for approved returns or exchanges.
Refunds
Once your returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank, card issuer, or payment provider may require additional time to process and display the refund after it has been issued by us.
If more than 10 business days have passed since we confirmed that your refund was approved, please contact:
European Union Right of Withdrawal
If your order is delivered to a country within the European Union, applicable consumer law may provide you with the right to cancel or return your purchase within 14 days of receiving it, without needing to provide a reason.
Where this statutory right applies, it operates in addition to the defective-product protections described elsewhere in this policy.
Returned products under this right must be in the same condition in which they were received, subject to any handling reasonably necessary to inspect the product.
Consumer Rights
Nothing in this policy excludes or limits any rights you may have under applicable consumer protection laws.
For New Zealand customers, your rights under the Consumer Guarantees Act 1993 and other applicable New Zealand consumer laws continue to apply.
Contact Us
For any questions about returns, refunds, exchanges, or defective products, please contact: