Effective Date: 21 May 2025
At Global Versa, we are dedicated to providing you with high-quality products and a positive shopping experience. We understand that sometimes a return or exchange is necessary. This policy outlines the procedures and conditions for returning items, receiving refunds, or making exchanges. By completing a purchase on our website, you agree to the terms described below.
1. Our 14-Day Return Window & Eligibility
We offer a return period allowing you to request a return for eligible items within 14 days of the date your order was successfully delivered to your shipping address. The delivery date is verified using the shipping carrier’s tracking information.
To be eligible for a return, the item must meet the following essential conditions:
- Condition: The product must be returned in brand new, unused, and undamaged condition. This includes ensuring the item shows no signs of wear, usage, or any form of damage after delivery.
- Original State: The product should be returned in its original packaging, with all original tags, labels, and accessories still attached and intact.
- Proof of Purchase: A valid proof of purchase, such as your order confirmation email or receipt, is required to process any return or refund.
We accept returns for items that meet these conditions, whether they are:
- Non-Defective: You have simply changed your mind or no longer need the item.
- Defective or Damaged: The item arrived with a manufacturing defect or was damaged in transit.
2. Products Not Eligible for Return
For hygiene reasons, safety concerns, or due to the nature of certain products, the following items are typically not eligible for return or exchange unless they arrive damaged or defective:
- Gift cards or vouchers
- Personal care products (e.g., underwear, swimwear, skincare, cosmetics, earrings) if the hygiene seal is broken or packaging is opened.
- Perishable goods (e.g., food, flowers)
- Custom-made or personalized products
- Downloadable digital products
This list is not exhaustive, and specific product descriptions may indicate if an item is non-returnable.
3. Initiating a Return or Exchange
To begin the return or exchange process, please follow these steps:
Step 1: Contact Us
Send an email to our Customer Support team at [email protected] within the 14-day return window. Please include:
- Your Order Number
- The specific item(s) you wish to return or exchange
- The reason for your request (e.g., “Change of mind”, “Defective product”, “Received damaged”, “Requesting size exchange”)
- For damaged or defective items, please attach clear photos or a short video demonstrating the issue.
Step 2: Receive Authorization & Instructions
Our team will review your request based on this policy and provide you with authorization and detailed instructions on how to return the item, including the correct return shipping address. Please wait for our confirmation and instructions before sending any item back.
Step 3: Ship the Item
Carefully package the item, ideally using its original packaging. Include your order number or proof of purchase inside the package. Ship the item according to the instructions provided in Step 2.
4. Return Shipping Guidelines
Required Shipping Method:
All returns must be sent back using a reputable international courier service such as UPS, DHL, or FedEx. Due to potential extended transit times and customs complexities associated with standard national postal services, we regret that we cannot accept returns shipped via local postal carriers. Please ensure you use one of the specified courier services.
Tracking:
You must use a trackable shipping service for your return. Please provide us with the tracking number once the item has been shipped. This protects both you and us by allowing the shipment to be monitored.
Shipping Costs:
- For returns due to change of mind or any reason other than a defect or error on our part, the customer is responsible for the full cost of return shipping.
- For returns of defective or damaged items, Global Versa will cover the return shipping costs. We will provide a prepaid return label or reimburse reasonable shipping costs upon verification of the issue.
Customs Fees for International Returns (from outside the UK/EU):
If you are returning an item from a country outside the European Union or the United Kingdom, you are responsible for ensuring that the return shipment clears customs correctly. You must clearly indicate on the customs declaration that the package is a “Returned Goods” shipment and ensure that any options related to paying duties/taxes by the sender are selected and covered by you. We cannot accept returns where customs duties or fees are charged to Global Versa upon arrival.
5. Inspection and Approval Process
Once your returned item is received at our designated return facility, it will undergo an inspection. We will verify that the item meets the eligibility criteria specified in Section 1, including being in new, unused condition and including all original components and packaging.
If the return is approved following inspection, we will proceed with either a refund or an exchange as requested. If the item does not meet the return criteria (e.g., shows signs of use), we may not be able to process the return, or a partial refund may be offered (see Section 6).
6. Refund Policy
If your return is approved, we will process your refund as follows:
- Refund Method: Refunds are issued back to the original payment method used for the purchase.
- Refund Amount: The refund will be for the price of the returned item(s). Original shipping charges paid at the time of your order are generally non-refundable, except in cases where the return is due to a defective, damaged, or incorrect item received.
- Partial Refunds: In certain situations, a partial refund may be granted (if applicable law permits), such as if an item is returned with obvious signs of use or missing parts not due to our error.
- Processing Time: Please allow 5 to 7 business days for the refund to be processed after we have received and completed the inspection of your returned item. The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
7. Exchange Policy
We are happy to facilitate exchanges, particularly for items that are defective, damaged, or incorrect. We may also be able to facilitate exchanges for non-defective items (e.g., for a different size), subject to the returned item meeting the eligibility criteria (Section 1) and stock availability.
To request an exchange, please follow the process for initiating a return (Section 3) and clearly state that you are requesting an exchange and the desired item/size/colour.
Once your returned item is received and approved, we will arrange the shipment of the exchange item if available. Additional shipping costs for sending out the exchange item may apply for non-defective exchanges. If the requested item is unavailable, we will contact you to discuss alternatives or proceed with a refund.
8. Handling Damaged or Incorrect Items Received
If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately, ideally within 48-72 hours of delivery.
Email us at [email protected] with your order number and clear photos or a video showing the issue with the product and the packaging. We will assess the situation and arrange for a resolution, which may include sending a replacement item at no extra cost, providing a full refund (including original and return shipping costs), or other appropriate compensation, without requiring you to return the item if the issue is verified.
9. Order Cancellation
You may request to cancel your order at any time before it has been shipped. Please contact us as soon as possible at [email protected] with your cancellation request and order number. If your order has not yet been processed for shipping, we will cancel it and issue a full refund.
Once an order has been shipped, it cannot be cancelled. In this case, you would need to receive the order and then initiate a return as per this policy.
10. Late or Missing Refunds
If you have been notified that your refund has been processed but have not yet received the funds after 7 business days, please first:
- Check your bank account or credit card statement again.
- Contact your bank or credit card company, as there may be processing delays on their end.
If you have done this and still have not received your refund, please contact us again at [email protected], and we will investigate the matter from our side.
11. Compliance with Applicable Consumer Laws
Global Versa operates in compliance with relevant consumer protection laws, including the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which provide customers with rights regarding returns, refunds, and exchanges. If you are located in the European Union, we also comply with the EU Consumer Rights Directive.
This policy is designed to meet or exceed the requirements set forth by these laws. Please note that specific consumer rights may vary depending on your country of residence, and local laws may provide additional rights or procedures not explicitly detailed in this policy.
12. Contact Information
Should you have any questions or need assistance with a return, refund, or exchange, please contact our Customer Support team:
Email: [email protected]
13. Policy Updates
We reserve the right to modify this Return and Refund Policy at any time. Any changes will be posted on this page with a revised “Effective Date.” We encourage you to review this policy periodically.
Note: We do not charge any restocking fees on returned items that meet our return eligibility criteria.
