Refund policy

Last updated: August 25, 2026

Your Right to Cancel (UK & EU Customers) - 14 Days

If you are shopping from the United Kingdom or the European Union, you have a statutory right to cancel your order for any reason, with no need to justify your decision, under the UK Consumer Contracts Regulations 2013 and equivalent EU consumer law.

  • Cancellation Window: You may cancel your order at any time from the moment you place it up to 14 days after you (or someone you nominate) receives the goods.

  • How to Cancel: To cancel, email us at support@varexhq.com with your order number and a clear statement that you wish to cancel. You do not need to give a reason.

  • Return Period: Once you have told us you want to cancel, you then have a further 14 days to send the item(s) back to us.

  • Refund Issuance: If you cancel within this period, we will refund the price you paid for the goods, including the standard delivery cost, within 14 days of receiving the returned item(s) back or evidence that you have sent them back (whichever is sooner).

  • Return Shipping Costs: You will need to cover the cost of returning the item(s) unless they are faulty, damaged, or not as described.

  • Condition of Items: To be eligible for this refund, items should be unused and in their original condition and packaging where reasonably possible. Excessive handling beyond what is needed to examine the item may result in a deduction from your refund to reflect any reduction in value.

Digital Products & Gift Cards Exceptions

In accordance with UK and EU consumer laws regarding digital content:

  • Digital products and digital gift cards are fully refundable within 14 days of purchase, provided they have not been accessed, delivered, or redeemed.

  • By completing a purchase for digital content or digital gift cards and agreeing to immediate access/delivery at checkout, you expressly request immediate delivery and acknowledge that you lose your statutory 14-day right to cancel once the digital content is delivered or the gift card balance is redeemed (fully or partially).

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a full refund or replacement, in addition to your statutory rights above.

  • Reporting Period: Contact us at support@varexhq.com within 30 days of receiving your order.

  • Requirements: Include your order number, a description of the issue, and a clear photo or short video of the item.

  • Resolution: Once verified, we will offer a full refund or free replacement (your choice). You will not be asked to cover return postage for faulty, damaged, or incorrect items.

  • Statutory Rights: UK customers retain their short-term right to reject faulty goods for a full refund within 30 days of purchase, and further rights to repair, replacement, price reduction, or refund beyond that period under the Consumer Rights Act 2015. Nothing in this policy limits those statutory rights.

All Other Customers (Non-UK / Non-EU)

For customers outside the UK and EU, we do not accept returns or refunds for change of mind. However, we will always provide a full refund or free replacement for items that arrive faulty, damaged, or incorrect as outlined in the section above.

Refund Processing Time

Approved refunds are issued to your original payment method. Please allow up to 10 business days for the funds to appear, depending on your bank or card issuer. If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at support@varexhq.com.