Veterans at Ease – Returns and Refunds Policy
Last updated: 12 October 2026
1. Our commitment to you
Thank you for purchasing merchandise from Veterans at Ease and supporting our charitable work.
We want you to be happy with your purchase. This policy explains your options if you change your mind or receive merchandise that is faulty, damaged or incorrect.
Nothing in this policy affects your statutory consumer rights.
2. Returns if you change your mind
For most merchandise purchased online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you wish to cancel, you must tell us within this 14-day period. After notifying us, you normally have a further 14 days to return the goods.
To cancel an order, please contact Veterans at Ease using the contact details published on our website. Please include your order number and clearly state that you wish to cancel your purchase.
You may handle goods as you reasonably would in a shop to inspect their nature, characteristics and functioning.
If goods have been handled beyond what is necessary for inspection, we may be entitled to deduct an amount for any resulting reduction in value, where permitted by law.
Return postage
If you are returning an item because you have changed your mind, you will be responsible for the direct cost of returning it, provided we informed you of this responsibility before you placed your order.
If your item is faulty, damaged, incorrect or not as described, you will not be responsible for reasonable return postage costs.
Refunds for cancelled orders
Where you exercise your statutory cancellation right, we will refund the cost of the goods and the applicable standard outbound delivery charge.
If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery option.
Refunds will be made within the applicable legal timeframe, normally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Refunds will normally be made using the original payment method unless otherwise agreed.
3. Faulty, damaged or incorrect merchandise
If your merchandise arrives faulty, damaged, incomplete, incorrect or not as described, please contact us as soon as reasonably possible.
Please provide your order number, details of the problem and photographs where helpful.
Your legal rights may entitle you to a refund, replacement, repair where applicable or another appropriate remedy, depending on the circumstances.
For faulty goods, you generally have a short-term right to reject them for a full refund within 30 days of receiving them. Different rules and remedies may apply depending on the circumstances and the type of goods.
We will explain the available options and arrange any remedy in accordance with applicable consumer law.
You will not be required to pay reasonable return postage costs for goods that are faulty, damaged or supplied incorrectly.
4. Exchanges
If you would prefer an exchange, for example for a different size or an alternative item, please contact us before returning your merchandise.
Exchanges are subject to stock availability. If a replacement is unavailable, we will discuss the available options with you.
An exchange policy does not replace or restrict any statutory rights you may have.
5. Personalised and custom-made items
The statutory 14-day change-of-mind cancellation right generally does not apply to goods made to a customer’s specifications or clearly personalised, where the legal exception applies.
This exception does not remove your rights if personalised or custom-made merchandise is faulty, damaged or not as described.
6. How to return an item
To arrange a return, please contact Veterans at Ease using the contact details published on our website.
Please provide:
- Your name.
- Your order number.
- The item you wish to return.
Whether you are cancelling your purchase or reporting a problem with the goods.
Please wait for any return instructions before sending merchandise back, where possible.
Returns address: Please contact us for return instructions and our current returns address before posting your item.
Please package the merchandise securely to avoid damage in transit. We recommend retaining proof of postage until your return has been resolved.
7. Refund processing
Once we have confirmed that a refund is due, we will process it within the applicable legal timeframe.
Refunds will normally be issued to the original payment method. The time taken for the funds to appear in your account may depend on your payment provider.
We will contact you if we need further information to process your request.
8. Sale and promotional items
Sale items and merchandise purchased through promotional offers remain covered by the same statutory consumer rights as other merchandise.
A reduced price does not remove your rights if an item is faulty or not as described.
9. Our charity
We are grateful to everyone who purchases merchandise to support Veterans at Ease.
We aim to handle all enquiries, returns and refund requests fairly and respectfully. Your legal consumer rights always take priority over anything in this policy that may conflict with them.
10. Contact us
For questions about returns, exchanges or refunds, please contact Veterans at Ease using the contact details published on our website.
Thank you for supporting Veterans at Ease and the work we do for veterans.
