Return & Refund
1. Overview
This Returns & Refund Policy applies to purchases made through the website operated by Vertu London Ltd (“we”, “us”, “our”).
We aim to ensure that all customers are satisfied with their purchase. This policy outlines your rights and the conditions under which returns and refunds may be processed.
Nothing in this policy affects your statutory rights under UK consumer law.
2. Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving a reason.
The cancellation period will expire 14 days after the day you receive the goods.
To exercise your right to cancel, you must inform us by contacting:
Email: info@vertulondon.co.uk
You must return the goods within 14 days of notifying us.
Refunds will be issued within 14 days of receiving the returned goods or proof that they have been returned.
Refunds will be made using the original payment method.
3. Return Conditions
To be eligible for a return, items must:
- be unused and in original condition
- include all original packaging, accessories, documentation and protective materials
- not be activated, registered or linked to any personal account
- not have been connected to a mobile network or SIM card
We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with UK consumer law.
4. Non-Returnable Items
The right to cancel does not apply to:
- personalised or customised products
- goods that have been used or damaged after delivery due to misuse
- sealed goods that are unsuitable for return for hygiene reasons once opened
Devices that have been activated, registered, or linked to a Vertu account may not be eligible for return unless faulty.
5. Faulty or Defective Products
If the product you receive is faulty or not as described, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.
If a fault is discovered within 30 days of delivery, you may be entitled to reject the product and receive a full refund.
If a fault develops after this period, we may offer a repair or replacement where appropriate.
Please contact us immediately if you believe your product is faulty.
6. Return Process
To initiate a return, please contact us at:
Email: info@vertulondon.co.uk
You may be asked to provide:
- your order number
- details of the item being returned
- reason for return
- photos of the product (if faulty)
Once approved, we will provide instructions for returning the item.
7. Shipping Costs
Customers will only be charged once for shipping costs, including returns.
No restocking fees will be applied to returned products.
For faulty or defective items, return shipping costs will be covered by Vertu London Ltd.
8. Refund Processing
Refunds will be processed within 14 days of receiving the returned goods or proof of return.
Refunds will be issued using the original payment method used for the purchase.
Depending on your payment provider, it may take several business days for the refund to appear in your account.
9. Contact Us
If you have any questions about this Returns & Refund Policy, please contact:
Company Name: Vertu London UK Ltd
Registered Address: 111-113 Guildford Street, Chertsey, England, KT16 9AS
Contact Email: info@vertulondon.co.uk