Refund policy

If you didn't like our products for whatever reason, we'll be happy to assist you with an exchange or refund. Email returns@verzoe.com and we'll let you know what to do next. We'd appreciate if you can tell us why you're returning your item(s), as we work hard to improve our products and the customer experience. You have 14 days from the time you receive products to inform us about a return.

Personalised items are an exception to our return policy. Unfortunately we cannot process exchanges or refunds on items customised specifically for your order i.e. printed player names and/or numbers etc. We hope you understand.

We know there are always exceptional cases beyond our policies which you can read below. If you need to contact us, just email returns@verzoe.com.

Shipping

  1. If you had opted for Local Delivery, we'll be happy to collect your return. There's no charge.
  2. Otherwise, please retain proof of postage until you hear from us, to avoid any ambiguity in case of loss or delay. We recommended using the same packaging we provided when you return your items to us. Just make sure the package is properly sealed.

Refunds

  1. Please note that items should not show signs of use and should not be damaged. Items should be sent back with all the original labels and tags intact.
  2. Once your return is received and inspected, we will start processing it. 
  3. Assuming it is less than 14 days since your purchase when you contacted us, your refund will be processed. You’ll be sent a refund notification email, and a credit will automatically be applied to your original method of payment.
  4. We usually process things at our end within 7 working days. We can‘t guarantee exactly when your refund will show up on your card statement, though it’s typically 3-5 working days after we have processed the refund on our end.
  5. Refunds can only be returned to the original method of payment. We will refund the cost of the returned items, but at the moment we sadly cannot refund your shipping fee.

Exchanges

  1. If you need your exchange, please place a new order online and return your original items back to us for a refund.

Sale

  1. We offer refunds on sale items too, no matter how big the discount.
  2. Sadly, we don’t offer exchanges on sale items. If you need to swap something from our sale, pop it back to us for a refund and buy the replacement straight through our website - that way you won‘t miss out.

Multibuys and Discounts

  1. If you decide to return part of a multibuy offer, this will be refunded proportionately. This means that the kept item(s) will be treated as full price and the refund will reflect the remaining amount in the offer.
  2. If you return items in your order which take you under the minimum spend for your discount, your discount will be voided and you will be refunded proportionately according to the full value of the item/s kept.

Gift Cards (UK only)

  1. Items purchased with a Verzoe gift card can still be returned for an exchange or for a credit back to the original gift card.
  2. We recommend keeping hold of your gift card in case you need to use the code again.
  3. If your item is refunded back onto your gift card, original expiry dates will still apply.
  4. Gift Cards have an expiry date of six months. Gift Cards cannot be exchanged for cash or redeemed for further vouchers.

Late or missing refunds (if applicable)

  1. If you haven’t received a refund yet, but have had an email from us confirming your refund, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank - there is often some processing time before a refund is posted.
  2. If you’ve done all of this and you still have not received your refund yet, please contact us at returns@verzoe.com.

Other

  1. If you return any personal items to us by mistake, please let us know. We can't be held responsible for these items, but we will do our best to return them to you. We'll also contact you if we find anything unexpected in your return at our end.
  2. We’re really proud of our quality assurance process and the suppliers/distributors we source products from, but unfortunately, manufacturing faults can appear from time to time. If you receive an item that you believe to be faulty, please get in touch with us on returns@verzoe.com and we’ll sort you out with a refund or replacement where appropriate.