Returns & Refunds

You have 45 days from the day your order is delivered to request a return. We use the carrier's delivery date, not the dispatch date.

Items must be unused and in their original packaging. Stoneware and glass in particular must come back in the packaging they arrived in — it is designed for the weight, and a piece returned in a padded envelope will not survive the trip.

Email orders@veratishome.com with your order number and which items you want to send back. We reply within one business day with a prepaid shipping label and a reference number.

Every return goes back on a label we issue. We do not publish a returns address and you should not post anything to us unprompted — an unannounced parcel has no reference number attached to it, is difficult to match to an order, and slows the refund down considerably.

Print the label, attach it to the original packaging, and drop the parcel at any carrier location. The label is tracked, so neither of us has to guess where the parcel is.

We do. Return postage is covered on every return, whether the item was faulty or you simply changed your mind. That is what the prepaid label is.

Because the label is ours and it is tracked, a return that goes missing in transit is our problem rather than yours.

We inspect returns on the day they arrive and issue the refund within 5 business days at the latest.

The refund goes back to the card that paid. How quickly it appears is up to your card issuer, and 3–5 business days after we issue it is normal. If it has been longer than 10 business days from our confirmation email, contact us and we will send you the refund reference to give your bank.

Refunds appear on your statement against VERATIS HOME, the same name as the original charge.

Stoneware, glass and stone occasionally break in transit despite the packing. Email us within 7 days of delivery with a photograph of the breakage and the outer box, and we will send a replacement or refund you in full — your choice, and you do not need to return the broken piece.

Photographs of the outer box matter because they tell us whether to change how we pack that item.

Candles that have been lit, and textiles that have been washed.

Items damaged by use rather than by a fault — a marble tray etched by a citrus cleaner, or an end-grain board split by a dishwasher, are covered by the care instructions on the product page rather than by this policy.

Orders can be cancelled for a full refund at any time before they ship. Email support@veratishome.com with the order number. We usually dispatch within one business day, so cancel promptly.

Once an order has shipped it becomes a return under the terms above.