Refund policy

 

Last Updated: June 2026

Returns & Refund Policy | Verra Outdoors

At Verra Outdoors, we are committed to providing premium architectural aluminium systems and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns & Refund Policy below.

1. Overview

This Returns & Refund Policy applies to all purchases made through Verra Outdoors.

Please inspect all products immediately upon delivery and notify us as soon as possible if there are any issues with your order.

2. 30-Day Return Policy

We offer a 30-day return period from the date of delivery for eligible products.

To qualify for a return, products must:

  • Be unused
  • Not have been installed
  • Be in their original packaging
  • Be in resalable condition
  • Be returned with proof of purchase

Products that do not meet these conditions may not be eligible for a refund.

3. Non-Returnable Products

The following items are generally non-returnable:

Custom-Made or Bespoke Products

Including but not limited to:

  • Custom-sized gates
  • Made-to-order privacy screens
  • Special order colours
  • Non-stock RAL finishes
  • Bespoke fabrication requests

Unless:

  • The product is defective
  • The product has been damaged during delivery
  • An incorrect item was supplied by Verra Outdoors

Installed Products

Products that have been installed, modified, cut, drilled, altered, or otherwise used cannot be returned unless covered under a valid warranty claim.

4. Damaged, Faulty or Incorrect Products

Please inspect all deliveries upon receipt.

If you receive:

  • Damaged products
  • Faulty products
  • Incorrect products
  • Missing items

Please contact us as soon as possible and preferably within 48 hours of delivery.

We may request:

  • Photographs of the issue
  • Order information
  • Packaging images
  • Delivery documentation

to assist with the investigation.

5. Colour, Finish & Appearance

Verra Outdoors supplies powder-coated and woodgrain aluminium products.

Minor variations may occur due to:

  • Manufacturing processes
  • Powder coating batches
  • Woodgrain transfer processes
  • Screen settings and photography
  • Lighting conditions

Such variations do not constitute a defect and are not grounds for return.

6. Installed Products & Finish Concerns

If, after installation, you believe a product has developed:

  • Abnormal colour fading
  • Coating failure
  • Finish deterioration
  • Manufacturing defects

please contact Verra Outdoors within 30 days of discovering the issue.

We may request:

  • Photographs
  • Installation details
  • Proof of purchase
  • Additional information required for assessment

Each claim will be reviewed individually in accordance with our Warranty Policy.

7. Return Approval Process

Before returning any product, you must contact Verra Outdoors to obtain return authorisation.

Unauthorised returns may be refused.

To request a return, please contact:

Email: admin@verraoutdoors.co.uk

Please include:

  • Full name
  • Order number
  • Product details
  • Reason for return
  • Supporting photographs where applicable

8. Return Shipping

Unless a product is faulty, damaged, or supplied incorrectly, customers are responsible for return shipping costs.

Returned goods remain the customer's responsibility until safely received by Verra Outdoors.

We recommend using a tracked and insured delivery service where appropriate.

9. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method used for purchase.

Refunds may be reduced where:

  • Products are damaged
  • Products are not returned in original condition
  • Packaging is missing
  • Products are not suitable for resale

10. Refund Processing Times

Approved refunds are typically processed within 5–10 business days, depending on your payment provider.

Processing times may vary between banks and payment providers.

11. Trade Orders

Trade, commercial, contractor, developer, and business purchases may be subject to separate Trade Terms & Conditions.

Certain commercial orders may not qualify for consumer cancellation rights.

Where applicable, specific trade agreements will take precedence.

12. Consumer Rights

Nothing in this policy affects your statutory rights under:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Other applicable UK consumer protection laws

13. Contact Us

For returns, refunds, or product concerns, please contact:

Verra Outdoors

Email: admin@verraoutdoors.co.uk

Finance: accounts@verraoutdoors.co.uk

Website: verraoutdoors.co.uk

Built To Outlast.
Premium Architectural Aluminium Systems for Modern Outdoor Spaces.