Return Policy

Return&Refund Policy

We are committed to providing quality products and a dependable shopping experience. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy below.

Return Window

We accept return requests within 30 days of delivery.

To be eligible, all returned items must meet the return requirements outlined below.

Return Conditions

To qualify for a return, products must:

  • Be unused, unworn, and in their original condition.
  • Include all original tags, labels, accessories, and packaging.
  • Be free from stains, odors, damage, scratches, or signs of use.

Returns that do not satisfy these conditions may not be accepted.

Non-Returnable Items

The following items are not eligible for return:

  • Final Sale items.
  • Gift cards.
  • Products that have been worn, washed, used, altered, or damaged after delivery.
  • Opened or used pet products, including cat litter.
  • Items returned without prior authorization.

Custom Made Products – Special Terms

Custom-made goods are goods made to your individual specification, and the 14-day cooling-off right does NOT apply under UK consumer law.

  1. Deposit & Balance Payment
  • A non-refundable deposit is required to start production. The deposit covers design work, material reservation, labour preparation and factory scheduling.
  • Once you confirm the final design, size, artwork and specifications, the deposit cannot be refunded if you cancel the order voluntarily before production is completed.
  • The remaining balance (final payment) must be fully settled before goods leave our warehouse / before dispatch. We will not arrange delivery until full balance payment is received.
  • If we are unable to start production due to our own fault, your deposit will be fully refunded.
  1. Production & Lead Time
  • Production time will be confirmed to you after design confirmation and deposit payment. Estimated production time is for reference only; minor delays caused by material supply or manufacturing issues are not grounds for order cancellation or deposit refund.
  • We will send photos/videos for your approval before shipment. You must confirm approval within the time we notify you. If you delay confirmation and cause delivery hold, production lead time will be extended accordingly.
  1. Delivery & Dispatch
  • Delivery cost is as quoted on your order. Risk of loss or damage to goods transfers to you once the parcel is handed over to the carrier.
  • If delivery fails due to your reason (wrong address, no collection, refused parcel), all redelivery fees and storage fees will be charged to you. We keep the right to retain deposit for the order.
  1. Fault & Quality Claim for Custom Goods
  • If the finished product has manufacturing defects or does not match the confirmed specification you approved before production, we will offer remedies such as remake, partial refund as agreed.
  • Claims for quality issues must be submitted within 7 calendar days after delivery, with clear photos and video evidence.
  • We do NOT accept returns or refunds simply because you change your mind after production is finished.
  1. Cancellation rules
  • Before design confirmation: you may cancel, deposit will be partially refunded minus design service fee.
  • After design confirmation & production started: Deposit non-refundable. Balance still needs to be paid if production is already finished.

How to Request a Return

To initiate a return, please contact our customer support team and provide:

  • Your order number.
  • The item(s) you wish to return.
  • The reason for the return.

Once your request has been approved, we will provide return instructions and the return shipping address.

Please do not send any products back without prior authorization.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery and provide clear photographs of the issue.

After verification, we will arrange an appropriate resolution, which may include a replacement or refund.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The wrong item was shipped.
  • The item arrived damaged.
  • The product is defective.

We recommend using a trackable shipping service to ensure your return can be safely delivered.

Refund Policy

Once your returned item has been received and inspected, we will notify you of the refund status.

If approved:

  • Refunds will be issued to the original payment method.
  • Refund processing typically takes 3–7 business days.
  • Your bank or card issuer may require additional processing time before the funds are credited to your account.

Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges.

If you would like a different size, style, or product, please place a new order after returning the original item.

Order Cancellation

Orders may be canceled before shipment.

Once an order has been shipped, it cannot be be canceled or modified.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact our customer support team.

We are committed to providing a fair, transparent, and efficient return experience for every customer.

Company Name: SANDPIPER SAFETY SOLUTIONS LTD

Address: Pacific House, Parkhouse, Carlisle, Cumbria, United Kingdom, CA3 0LJ

Email:service@veyraym.com