Refund policy
15.1 Legal right of withdrawal Right of withdrawal
If you enter into this Contract as a consumer, you have the right to withdraw from the Contract within 30 calendar days without giving any reason, but you do not have this right with products that are customized or that are made to order.
The withdrawal period will expire after 30 calendar days starting from the day on which you or a third party indicated by you, other than the carrier, take physical possession of the products. If you order in a single order multiple products to be delivered separately, the withdrawal period shall expire after 30 calendar days from the day on which you or a third party, other than the carrier, indicated by you, take physical possession of the last product.
To exercise your right of withdrawal from the Contract, you can notify us at the address S.C. VERVA S.R.L, a legal entity of Romanian nationality with registered office in loc. Satu Mare. Str. Mihai Viteazul nr. 20, Office 4, Jud. Satu Mare, Romania, with the telephone number 0743 198 502, by email contact@verva.ro or by writing to us via the contact form, regarding your decision to withdraw from this Contract, using an unequivocal statement (e.g. a letter sent by post). You may also use the model withdrawal form, but you are not obliged to do so.
In order not to exceed the withdrawal deadline, it is sufficient to send us your message concerning the exercise of your right of withdrawal before the expiry of the withdrawal deadline.
Effects of withdrawal
If you withdraw from this Contract, we will refund all payments received from you, (with the exception of the costs of delivery to the original place of delivery, if applicable under clause 15.3 and any additional costs resulting from your selection of a delivery method other than the standard delivery offered by us), without undue delay and in any event no later than 14 calendar days after the date on which you notify us of your decision to withdraw from this Contract. We will reimburse you using the same payment method that you used for the initial transaction. In any event, you will not incur any fees as a result of this refund.
Notwithstanding the foregoing, we may postpone the refund until we receive back the products or until you provide evidence that you have sent back the products, whichever is earlier.
You will either send back or deliver the products or deliver them to the address you place. Satu Mare. Str. Mihai Viteazul nr. 20, Bureau 4, Jud. Satu Mare, Romania, with telephone number 0743 198 502, without undue delay and, in any event, no later than 14 calendar days from the date on which you notify us of your withdrawal from this Contract. The deadline is met if you send back the products before the expiry of the 30 calendar day period.
If you do not return the products to us at Satu Mare. Str. Mihai Viteazul nr. 20, Office 4, Jud. Satu Mare, Romania, with telephone number 0743 198 502, you will bear the direct costs of returning the products, if applicable as per clause 15.3.
You shall only be liable for any diminution in value of the products resulting from handling other than that necessary to determine the nature, characteristics and functioning of the products.
15.2 Contractual right of withdrawal
In addition to the legally recognized right of withdrawal of consumers and users referred to in Article 15.1 above, we grant you a period of 30 calendar days from the date of the Dispatch Confirmation to return the products (except for those referred to in Article 15.3 below, where the right of cancellation is excluded). You (the customer) will be obliged to deliver the goods to us so that we receive them within 30 days of the Dispatch Confirmation.
If you send back the goods within the contractual right of withdrawal period, but after the statutory period has expired (see Article 15.1. above), you will only be refunded the amount paid for the goods in question. You will be responsible for the direct costs of returning the products, if the return does not take place at Satu Mare. Str. Mihai Viteazul nr. 20, Office 4, Jud. Satu Mare, Romania, with telephone number 0743 198 502.
You may exercise your right of withdrawal in accordance with the provision in Article 15.1 above; however, if you inform us of your intention to withdraw from the Contract after the expiry of the legal withdrawal period, you shall return the Products to us, in any event no later than 30 calendar days from the date of the Dispatch Confirmation.
15.3 Common provisions
You may not cancel a Contract the subject matter of which is the delivery of any of the following products:
- Customized Products
- Products without their original packaging
Your right to cancel a Contract applies only to products that are returned in the same condition in which you received them. Please return any product using or including its original packaging. You must also send us all boxes, labels, instructions/documents (if any) and original packaging with the returned product. No refund will be issued if the product has been used after unsealing, is not in the same condition as it was delivered or is damaged. Accordingly, you should take reasonable care of products while they are in your possession.
We will fully analyze the returned product and inform you of your right to a refund, if any (less fixed return costs, if applicable;
We will refund the amount paid by you as soon as possible, without undue delay and in any event no later than 30 calendar days from the date on which you notify us of your intention to withdraw from the Contract. Notwithstanding the foregoing, we may postpone your refund until we receive back the Products or until you provide evidence that you have sent back the Products, whichever is earlier.
We will refund any amount we receive from you using the same method you used to make payment.
You will bear the cost and risk of returning the products.
If you are in any doubt, please contact us using the web form available on the Website, or by telephone on 0743 198 502
EXCHANGES - FOR A SIZE CHANGE
If you decide that the verva.co.uk item you have purchased is the wrong size for you, then it is possible to request a size exchange, but, you will be required to pay an additional delivery charge for the new item to be delivered to you, provided you return the original item. This option is independent of your right of withdrawal, which will continue to exist legally and contractually. You must select the new size of your item, provided that (1) it is the same item; (2) its price on the Website is equal to or greater than the price you paid for the original item; (3) the means of payment you originally used is one of those specified as such in Clause 12 of these Terms; (4) you have no more than two simultaneous exchange requests for the same order; and (5) you do not request more than 5 items to be exchanged in each request; in these circumstances you will be able to request the size change.
Once you have requested the exchange and selected the appropriate return method, you must return the original item. You must return the item without undue delay and in any event within a maximum period of 14 calendar days after making the exchange request through this Website.
Once you have chosen the return method, we will aim to send you your new order, of the items in the revised size, within 2-3 working days from the date of the exchange request if the products are in stock, otherwise the timeframe is extended up to 10 weeks. This new order is governed by the provisions of these Terms, including your ability to exercise your right of withdrawal.
Please note that if, after 14 calendar days from the date of the exchange request made through this Website, you have not returned the original item, we are entitled to charge you for the cost of the new order placed in accordance with these Terms.
15.4 Returns of defective products
If you believe that the Product does not conform to the Contract at the time of delivery, you must contact us immediately using our web form available on the Website, and provide details of the Product and the damage it shows. Alternatively, you can contact us by telephone on 0743 198 502 to give you instructions.
Once we receive your returned product, we will examine it in full and inform you of your right to a replacement or refund (if applicable) by email within a reasonable period of time. The refund or replacement will take place as soon as possible, without undue delay and in any event no later than 14 calendar days from the date we have confirmed to you by email that you are entitled to a refund or replacement for the non-conforming product.
If the products are defective in any way, we will refund you the full amount. We will always refund all amounts using the same method you used to make the payment.
This does not affect your statutory rights under applicable regulations.
- LIABILITY AND DISCLAIMER
Unless expressly stated otherwise in these Terms, our liability in relation to any product purchased through our Website is strictly limited to the purchase price of that product.
Notwithstanding the foregoing, nothing in these Terms shall in any way exclude or limit our liability:
- For death or personal injury caused by our negligence;
- For fraud or fraudulent misrepresentation; or
- For any matter for which it would be unlawful or unlawful for us to exclude or limit our liability or attempt to exclude or limit our liability.
Notwithstanding the above paragraph and to the maximum extent permitted by law, unless otherwise stated in these Terms, we assume no liability for any of the following, regardless of their origin:
- (i) loss of income or earnings;
- (ii) loss of business;
- (iii) loss of profits or contracts;
- (iv) loss of anticipated savings;
- (v) loss of data; and
- (vi) loss of management time or working hours.
You will also not be able to hold us liable if our inability to deliver the products ordered or to fulfill any of our obligations under these Terms is the consequence of the occurrence of a Force Majeure Event as covered in Article 23 below.
Due to the open nature of this Website and the potential for errors in the storage and transmission of digital information, we do not warrant the accuracy and reliability of information transmitted to or obtained from this Website unless expressly stated otherwise on this Website.
All product descriptions, information and materials published on this Web Site are provided "as is" and without warranties express, implied or otherwise, except as required by law. In this regard, if you enter into the Contract as a consumer or user, we assume an obligation to deliver products that conform to the Contract and we assume liability to you for any lack of conformity that exists at the time of delivery. Products shall be deemed to be in conformity with the Contract if they: (i) conform to the description provided by us and possess the same qualities that we have presented on this Website; (ii) are fit for the purposes for which products of that type are normally used; and (iii) exhibit the quality and performance parameters that are normal for products of the same type and which you can reasonably expect.
We may be held liable if the lack of conformity occurs within 12 months from the date of delivery of the product.
To the fullest extent permitted by law, we exclude all warranties of any kind, except those that cannot be lawfully excluded for consumers and users.
The products we sell and in particular handmade products often exhibit characteristics of the natural materials used in their manufacture. These characteristics, such as variations in fiber, texture, knots and color, cannot be considered defects or damage. On the contrary, you should expect and appreciate them. We only select products of the highest quality, but natural characteristics cannot be avoided and must be accepted as part of the individual appearance of the product.
Nothing in this clause will affect your statutory rights as a consumer and/or user or your right to withdraw from the Contract.