Refund policy

VERTA Company Limited, 519/1 Moo 1, Ao Nang, Mueang Krabi, Krabi 81180, Thailand. contact@vertavertical.com. +66 64 970 4662.

Your right to cancel

You have 14 days from the day you receive your order to tell us you want to return it. You do not need to give a reason. Customers in the European Union and the United Kingdom have this right in law, and we apply the same terms to every customer wherever they are.

To cancel, email contact@vertavertical.com with your order number before you send anything back. Please do not return goods without contacting us first.

Once you have told us, you have a further 14 days to send the goods back to us.

Condition of returned goods

To be refunded in full, the product must be unused and uninstalled, in its original packaging, and in the condition you received it.

Installed hardware cannot be returned

Hardware that has been installed cannot be returned or refunded, in any condition. Once a bolt, ring or anchor component has been glued, loaded or placed in rock, we cannot verify that it is undamaged, and it cannot be resold for use where someone's life depends on it. This is a limit on change-of-mind returns. It does not affect your rights if the product is faulty.

Return shipping

You pay return shipping, unless the product is faulty, was damaged in transit, or we sent the wrong item. In those cases we cover the cost both ways.

Refunds

Once we receive the goods we inspect them and email you the outcome. If the return is accepted we refund to your original payment method within 14 days of receiving the goods back.

Faulty, damaged or incorrect goods

If a product arrives faulty, damaged or incorrect, email contact@vertavertical.com within 14 days of delivery with your order number, a description and photographs. We will replace it or refund it in full, including shipping, at no cost to you.

Refused deliveries

If you refuse delivery of a parcel, you are responsible for the original shipping charge, any import fees already incurred, and the cost of returning the parcel to us. We deduct these from your refund once the shipment reaches our workshop.

Nothing in this policy affects your statutory rights.