Refund policy
30-Day Returns
We offer a 30-day return window. If 30 days have passed since delivery, we are unable to accept a return.
To be eligible, your item must be:
- Unused and in its original condition
- In original packaging with all tags attached
- Accompanied by proof of purchase (order confirmation or receipt)
How to Start a Return
Contact us before sending anything back:
Email: info@ascendary.co.uk
UK: +44 7868 201 470
US: +1 917 961 878
Hours: Monday to Friday, 10:00 AM – 5:00 PM (GMT)
Once we confirm your return is approved, we will send you instructions on where to send the item. Items returned without prior approval will not be accepted.
Return address:
VerdaRay — 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom
Return Postage
Customers are responsible for return postage costs unless the item arrived faulty, damaged, or incorrect. In those cases, we cover the cost.
Damaged or Incorrect Items
Inspect your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us immediately so we can resolve it quickly.
Non-Returnable Items
The following cannot be returned:
- Sale items
- Gift cards
- Custom or personalised orders
If you are unsure whether your item qualifies, contact us before returning.
Exchanges
To exchange an item, return the original (following the process above) and place a new order once your return is confirmed. This is the fastest way to get the right product.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund is processed to your original payment method within 10 business days.
Bank processing times may add a few extra days. If 15 business days have passed after approval and you have not received your refund, contact us.
Contact
Email: info@ascendary.co.uk
UK: +44 7868 201 470
US: +1 917 961 878
Hours: Monday to Friday, 10:00 AM – 5:00 PM (GMT)