Help Centre

This policy explains the circumstances in which orders may be cancelled, returned or refunded. We aim to make the process clear and straightforward and to resolve any issues as promptly as possible.

Please review the information below before submitting a cancellation, return or refund request. Nothing in this policy affects your statutory rights.

Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible. Orders may only be cancelled before they have been dispatched.

Cancelling an Order Before Dispatch

1. Contact Customer Support: Email support@semveta.com with your order number and cancellation request.
2. Confirmation and Refund: If your order has not yet been dispatched, we will confirm the cancellation and issue a refund to your original payment method.

Important Information

• Cancellation requests must be submitted before the order has been dispatched.
• Submitting a cancellation request does not guarantee that an order can be stopped before dispatch.
• If your order has already been dispatched, the applicable return or cancellation rights will instead apply.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on your first purchase of each eligible product. If you are not satisfied with your purchase, you may submit a refund request within 30 days of the purchase date.

How to Make a Claim

1. Eligible Purchases: The guarantee applies only to purchases made directly through semveta.com.
2. Submit Your Request: Contact support@semveta.com within 30 days of the purchase date. Where possible, please contact us using the email address associated with your order and include your order number.
3. Return Instructions: Where a return is required, we will provide the relevant return instructions.
4. Product Condition: To qualify under the guarantee, no more than 20% of the product may have been consumed or used.
5. Refund: Once any required return has been received and approved, the eligible purchase price will be refunded to the original payment method.

The 30-day money-back guarantee applies only to the first order of each eligible product. Subsequent orders are not covered by this guarantee.

This guarantee is offered in addition to, and does not affect, your statutory rights.

Delivery Issues

Semveta is not responsible for delivery issues resulting from incorrect or incomplete address information supplied by the customer.

Incorrect Address

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

Lost or Delayed Orders

If your order has not arrived within the expected delivery timeframe, please contact us at support@semveta.com. We will investigate the shipment with the relevant delivery provider and assist you in resolving the issue.

Unclaimed or Refused Deliveries

Additional delivery charges may apply where an order is returned to us because it was refused, unclaimed or could not be delivered due to incorrect or incomplete information provided by the customer.

Returns

If you need to return an eligible item, please contact support@semveta.com before sending anything back to us.

Please do not return products without first receiving return instructions from our customer support team.

Where a return is approved, we will provide the relevant return details and any instructions that apply to your order.

Unless otherwise required by law, customers may be responsible for the cost of returning an item where the return is not due to an error by Semveta or a fault with the product.

Damaged, Incorrect Or Faulty Items

If your order arrives damaged, incorrect or faulty, please contact support@semveta.com as soon as possible.

Please include your order number and, where relevant, photographs clearly showing the issue. We will review the matter and arrange an appropriate resolution.

Depending on the circumstances, this may include a replacement, refund or other suitable remedy.

Refunds

Approved refunds will be issued to the original payment method used for the purchase.

Once a refund has been processed by us, the time taken for the funds to appear in your account may vary depending on your payment provider or financial institution.

Shipping charges may not be refundable unless required by law or where the refund results from an error by Semveta.

Contact

If you have any questions regarding a cancellation, return, delivery issue or refund, please contact:

support@semveta.com

We will aim to review your request and respond as promptly as possible.