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.

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 checkout. 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, by card or Pay by Bank, through our checkout — this is 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 final price is a single, all-inclusive price. It covers your building, transport and installation and any extras you choose — Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security and EV Charging each include their materials and installation work as one price. Nothing 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. 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 within 7 business days, 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 any electrics, flooring, climate, security or EV charging you've added — begins only at your express request, which you give at checkout. Once an installation job is complete, it is final and its cost is retained; you acknowledge this when you give your request. If you cancel a job while it's in progress, you pay only for the work already carried out, in proportion to the total price for that job (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 [email protected] 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 a contract for goods that cannot normally be returned by post — such as your building or an installed system — you bear the direct cost of their return, as stated here in advance.

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.

• 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 [email protected] with your order reference — and we refund the materials portion of the package price once they're returned to us.
• The installation work is not cancellable once it's complete, because you asked for it to begin (section 3). If you cancel before a job is finished, you pay only for the work already carried out.
• 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 [email protected]. 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: [email protected]
• 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.