Refund policy
Return & Refund Policy
Last updated: May 2025
At Vetra, we take pride in the quality of our architectural hardware. Please read this policy carefully before placing your order.
Eligibility for Returns
We accept returns within 7 days of delivery, provided the item meets all of the following conditions:
- The product is unused and uninstalled
- The product is in its original packaging with all components and hardware included
- The product is in resalable condition with no scratches, marks, or damage
Non-Returnable Items
The following cannot be returned or refunded:
- Gold finish and any pre-order finish variants — these are made to order and are final sale
- Products that have been installed, modified, or used
- Bulk or project-specific orders
- Items returned after 7 days of delivery
Damaged or Incorrect Items
Please inspect your order immediately upon delivery. If your item arrives damaged or incorrect, contact us within 48 hours of receipt at info@vetra.agency with photos of the damage and your order number. We will arrange a replacement or full refund at no cost to you.
How to Initiate a Return
To start a return, email us at info@vetra.agency with your order number and reason for return. We will respond within 2 business days with return instructions. Please do not send items back without prior authorisation — unauthorised returns will not be accepted.
Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–7 business days to your original payment method. Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly supplied.
Contact
For all return and refund enquiries: info@vetra.agency
Return & Refund Policy
Last updated: May 2025
At Vetra, we take pride in the quality of our architectural hardware. Please read this policy carefully before placing your order.
Eligibility for Returns
We accept returns within 7 days of delivery, provided the item meets all of the following conditions:
- The product is unused and uninstalled
- The product is in its original packaging with all components and hardware included
- The product is in resalable condition with no scratches, marks, or damage
Non-Returnable Items
The following cannot be returned or refunded:
- Gold finish and any pre-order finish variants — these are made to order and are final sale
- Products that have been installed, modified, or used
- Bulk or project-specific orders
- Items returned after 7 days of delivery
Damaged or Incorrect Items
Please inspect your order immediately upon delivery. If your item arrives damaged or incorrect, contact us within 48 hours of receipt at info@vetra.agency with photos of the damage and your order number. We will arrange a replacement or full refund at no cost to you.
How to Initiate a Return
To start a return, email us at info@vetra.agency with your order number and reason for return. We will respond within 2 business days with return instructions. Please do not send items back without prior authorisation — unauthorised returns will not be accepted.
Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–7 business days to your original payment method. Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly supplied.
Contact
For all return and refund enquiries: info@vetra.agency