Deposit & Cancellation

This policy explains, in plain English, how deposits, balance payments, cancellations and refunds work when you order a VeltHaven building. It sits alongside our Sales Terms & Conditions, and does not affect your statutory rights under the Consumer Rights Act 2015.

This policy applies to buildings you design in our configurator. Ready Designs, changes to a Ready Design, and buildings we design for you are sold on an individual written offer, which sets out its own payment and cancellation terms.

In short: your deposit is fully refundable right up until you pay your balance. Paying your balance is your go-ahead for us to start building — and because each building is made to your specification, that's the point cancellation is no longer possible.

1. Your deposit

To secure your order and lock in your price, you pay a deposit at our online checkout, or by the secure payment link we send you. The amount depends on the price of your building. The extras packages you choose — Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security and EV Charging — are supplied as separate packages with their own cancellation rights, and are invoiced with your balance rather than deposited against:

Your deposit:

• locks in your quoted price;
• reserves your place in our production schedule; and
• starts the site-planning process (we'll ask for three photos of your site).

Deposits are paid securely online, at our online checkout (by card or Pay by Bank) or by the secure payment link we send you — both are handled for us by Revolut. Your unique order reference (VH-ORDER-####) is in your order confirmation email. Manufacture does not begin when you pay your deposit — it begins only when you pay your balance (section 3).

Your building price is a single price. It covers your building, delivery and installation, and any extras you choose — Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security and EV Charging — each including their materials and installation work. The base, and the electrical connection unless you choose an electrical package, are not included. We quote the electrical connection before you pay your balance. If you ask us to manage your base, we give you a guide price from your photos and a firm quote after our contractor's site visit, before you pay your balance (see our Delivery & Installation Policy, section 4). Nothing else is added later except non-standard site work, which we quote and agree in writing before manufacture (section 5).

2. Bespoke products and your cancellation rights

Our buildings are made to your specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28), the standard 14-day "distance selling" cancellation right does not apply to goods made to your specification or clearly personalised.

We think you should be protected anyway. So we give you a voluntary right to a full deposit refund at any time before you pay your balance (section 4) — no questions asked. None of this affects your statutory rights if a building turns out to be faulty or not as described (section 7).

3. Your balance, and when your order becomes final

• Your balance (total order value minus your deposit) is due within 7 business days of paying your deposit. If you have asked us to manage your base, your balance is not due until 7 business days after we send you the firm quote for it, if that is later. We'll email you a balance invoice with our bank transfer details and your order reference.
• Paying your balance is your written instruction to VeltHaven to begin manufacture. Once we receive it, we order materials and start building your building to your specification.
• From that point, because your building is bespoke, your order can no longer be cancelled or refunded, except where you have a remedy under consumer law (section 7). Because your building is manufactured to your specification — cut, finished and configured to your choices, and built only for you — it cannot be resold to another customer once manufacture begins.
• If you do not pay your balance by the due date, we'll get in touch. We may release your production slot and price hold until payment is made — but you keep your full right to a deposit refund up to the moment you pay (section 4).

Installation work — erecting your building, and installing any extras you've chosen — begins only at your express request, which you give at checkout. If you cancel after an installation job has started, you pay for the work already carried out, in proportion to the price of that job — the full price of the job if it is complete (see section 6 for how this applies to extras packages).

4. Cancelling and getting a refund

Before you pay your balance (and before manufacture begins): You may cancel for any reason and receive a full refund of your deposit.

To cancel:

1. Email sales@velthaven.co.uk or call 07400 096372, with your order reference (VH-ORDER-####), and let us know you'd like to cancel.
2. We'll confirm your cancellation in writing within 2 business days.
3. Once we start your refund, Revolut — who process our payments — can take up to 10 business days to get the money back to your account.

After you pay your balance (manufacture has begun): Because your building is made to your specification, it cannot be cancelled or refunded once we've started making it — except where you have a statutory remedy (section 7). In genuinely exceptional circumstances (for example, serious illness, or planning refusal outside your control), please contact us. We're not obliged to refund at this stage, but we will look at every case reasonably and fairly.

If you cancel the materials of an extras package, we collect them free of charge (section 6).

5. Site preparation extras

After checkout we ask for three photos of your site. If your site needs non-standard preparation (for example levelling, restricted-access handling, or bespoke foundation work), we'll send you a separate quote before manufacture begins.

If you ask us to manage your base, the firm quote follows our contractor's site visit (see our Delivery & Installation Policy, section 4). You're never obliged to accept it.

• You're never obliged to accept an extras quote.
• If you decide not to proceed, you may cancel for a full deposit refund — provided you have not yet paid your balance (section 4).
• Extras must be agreed in writing before manufacture. We won't invoice for site extras after delivery.

6. Product extras — installation and cancellation rights

Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security and EV Charging are each supplied as a package — materials and installation work in one price, chosen when you configure your order.

• The materials in each package are standard goods. You can cancel them within 14 days of delivery — email sales@velthaven.co.uk with your order reference, or use the model cancellation form. We collect them from you free of charge and refund the materials portion of the package price within 14 days of collecting them.
• The installation work begins only at your express request (section 3). If you cancel after a job has started, you pay for the work carried out up to the time you tell us — the full price of that job if it is complete.
• None of this affects your statutory rights if a package turns out to be faulty or not as described (section 7).

7. Faulty, damaged or mis-described buildings

This policy is about changing your mind. It is separate from your rights if something is wrong with your building.

Under the Consumer Rights Act 2015, your building must be of satisfactory quality, fit for purpose, and as described. If it's faulty, damaged on delivery, or not as described, you're entitled to a repair, replacement, or — where those aren't possible or fail — a refund or price reduction, regardless of the cancellation terms above.

Please report any visible damage or shortage on delivery as soon as possible, ideally within 48 hours, with photographs, to sales@velthaven.co.uk. Reporting promptly helps us put things right quickly but does not limit your statutory rights.

8. Refunds by VeltHaven

If we are ever unable to fulfil your order, we will tell you as soon as possible and refund everything you have paid, within 5 business days of letting you know.

9. How to contact us

For any deposit, cancellation or refund request:

• Email: sales@velthaven.co.uk
• Phone: 07400 096372
• VeltHaven Ltd, Office 19313, 182–184 High Street North, East Ham, London, E6 2JA
• Companies House: 17261887

We aim to respond within 2 business days (Monday–Friday, excluding UK public holidays).

If we cannot resolve a complaint between us, you may wish to use an Alternative Dispute Resolution (ADR) provider. We are not currently a member of an ADR scheme and are not obliged to use one, but we will always try to resolve any dispute with you directly and fairly. You can also get free advice from Citizens Advice (citizensadvice.org.uk) or bring a claim through the courts. This does not affect your statutory rights.

10. Changes to this policy

We may update this policy from time to time. The version published on our website at the time of your order applies to that order.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer law.