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 reservation deposit at checkout. The amount depends on your total order value:
| Order value | Reservation deposit |
|---|---|
| Under £20,000 | £1,000 |
| £20,000 – £40,000 | £2,000 |
| Over £40,000 | £3,000 |
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 by bank transfer to our VeltHaven Wise GBP account; the details and your unique order reference (VH-ORDER-####) are in your order confirmation email. Manufacture does not begin when you pay your deposit — it begins only when you pay your balance (section 3).
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 6).
3. Your balance, and when your order becomes final
- Your balance (total order value minus your deposit) is due within 7 days of paying your deposit. We'll email you a balance invoice with the same account details and 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 6).
- If you do not pay your balance within 7 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).
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:
- Email legal@velthaven.com with your order reference (VH-ORDER-####) and let us know you'd like to cancel.
- We'll confirm your cancellation in writing within 2 business days.
- We'll refund your deposit to your original bank account within 5–10 business days of that confirmation.
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 6). 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.
5. Non-standard site 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. 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 legal@velthaven.com. Reporting promptly helps us put things right quickly but does not limit your statutory rights.
7. 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.
8. How to contact us
For any deposit, cancellation or refund request:
Email: legal@velthaven.com 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.
9. 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.
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK law.