Refund policy

Return & Refund Policy

At Veranda Vale, we want you to feel confident when purchasing from us. Many of our products are large, high-value items that ship directly from specialist manufacturers and suppliers, so return, cancellation and freight arrangements can vary by product.

We aim to make these terms clear before you purchase. Where a product has manufacturer-specific cancellation, return, restocking or warranty conditions, those details will be stated on the product page and will apply in addition to this general policy.

For assistance, contact us at support@verandavale.com or call (866) 660-6040.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet entered production or shipped can generally be cancelled for a full refund.

However, some manufacturers begin processing or production shortly after an order is placed. Cancellation may therefore not be possible, or a manufacturer cancellation fee may apply, for:

custom or personalised products;
made-to-order products;
special-order products;
products already in production; or
orders already prepared for shipment or collected by the carrier.

We will let you know about any applicable cancellation charge before processing your cancellation whenever possible.

Custom, Made-to-Order & Special-Order Products

Products manufactured, configured or ordered specifically for you generally cannot be cancelled once production has begun and cannot be returned for change of mind.

This does not affect your rights if the product arrives damaged, defective, materially different from what was ordered, or where applicable law otherwise provides a remedy.

Any special cancellation or return conditions will be displayed on the relevant product page.

Standard Returns

Unless otherwise stated on the product page, eligible standard-stock products may be requested for return within 30 days of delivery.

Before returning anything, please contact Veranda Vale for return authorisation and instructions. Products returned without prior authorisation may not be accepted.

To qualify for a standard return, the product generally must be:

unused;
unassembled, where applicable;
in resalable condition;
complete with all parts, accessories and manuals; and
returned in its original packaging wherever reasonably possible.

Some products may be excluded from change-of-mind returns because of their size, condition, customisation or manufacturer policy. Any such restriction will be identified on the relevant product page.

Return Shipping & Freight Costs

Unless the product is confirmed to be damaged, defective or incorrect, the customer is generally responsible for return shipping or freight costs.

Large outdoor-living products may require LTL freight or specialist collection, and return freight can be substantial. We recommend contacting us before purchasing if you have questions about the return conditions for a particular product.

Original shipping, freight, delivery, installation or handling charges are generally non-refundable unless the return results from an error for which Veranda Vale or the supplier is responsible.

Restocking Fees

Certain manufacturers charge a restocking fee for returned products.

Where applicable, the restocking fee will normally be disclosed on the product page or communicated to you before a return is authorised.

Restocking fees vary by manufacturer and product and may be up to 25% of the product price.

We will not apply a restocking fee where it would be prohibited by applicable law.

Exchanges

If you would like to exchange an eligible product, please contact us before returning it.

Depending on the product and supplier, we may be able to arrange an exchange rather than a refund.

The customer may be responsible for return freight, any applicable restocking fee and the shipping cost of the replacement product where the exchange is not due to damage, defect or an incorrect item being supplied.

Damaged Deliveries

Because many Veranda Vale products are shipped by freight carrier, we strongly recommend inspecting the shipment carefully when it arrives.

If possible:

inspect the packaging before signing for delivery;
note any visible damage on the carrier's delivery receipt;
photograph damaged packaging before opening it;
photograph any damage to the product; and
retain the packaging until the issue has been resolved.

Please contact us as soon as possible after delivery if you discover damage.

For freight shipments, prompt reporting is particularly important because carriers and manufacturers often have strict claim deadlines.

Email photographs, your order number and a description of the damage to support@verandavale.com.

We will work with the manufacturer and carrier to determine the appropriate solution, which may include replacement parts, repair, replacement of the product or another appropriate remedy.

Concealed Damage

Sometimes freight damage is not visible until the packaging is opened.

If you discover concealed damage, stop assembly or installation where practical and contact us promptly with photographs of:

the product;
the damaged area;
the packaging; and
any identifying labels or SKU information.

Do not dispose of the packaging until we confirm that it is no longer required.

Incorrect or Missing Items

If you receive the wrong product or your shipment is missing components, contact us as soon as possible.

Please provide your order number, photographs where relevant and details of what is missing or incorrect.

We will work with the supplier to arrange replacement parts, correction of the shipment or another appropriate resolution.

Refused Deliveries

Please do not refuse a delivery unless the shipment has significant visible damage or we have instructed you to do so.

A delivery refused for reasons unrelated to damage or supplier error may be treated as a customer return and may be subject to return freight and applicable restocking charges.

Refunds

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

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank or card provider to process and display the refund after it has been issued.

Return freight charges, restocking fees and other applicable charges may be deducted from the refund where permitted under this policy and applicable law.

Warranties

Manufacturer warranties vary between products and brands.

Where a manufacturer warranty applies, details will normally be provided on the product page, in the product documentation or by the manufacturer.

If you experience a problem that you believe is covered by warranty, contact us and we will help you identify the appropriate warranty process.

Warranty claims are separate from freight-damage claims. Damage that occurs during delivery should be reported as soon as possible after receipt.

Product-Specific Policies

Because Veranda Vale works with multiple manufacturers and suppliers, some products have their own:

return periods;
cancellation terms;
restocking fees;
freight requirements;
custom-order restrictions; or
warranty conditions.

Where product-specific terms differ from this general policy, the conditions disclosed on the relevant product page will apply to that product, subject always to applicable law.

We encourage you to contact us before purchasing if you would like clarification about the return conditions for a particular item.

Payment Disputes & Chargebacks

If there is a problem with your order, please contact us first so we have an opportunity to resolve it.

We take delivery problems, damaged products, incorrect orders and refund concerns seriously and will work with you and our suppliers to reach an appropriate resolution.

Nothing in this policy limits any legitimate rights you may have through your card issuer or under applicable law.

Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable consumer-protection law.

Where applicable law provides you with greater rights than those described in this policy, those legal rights will apply.