Returns, Refunds & Cancellations

If you are a UK consumer purchasing an eligible standard product online, you generally have the right to cancel your order within 14 days of receiving it without providing a reason. Once you have notified us that you wish to cancel, you then have a further period in which to return the product in accordance with your statutory rights.

To request a cancellation, please contact Vessara with your name, order number and confirmation that you wish to cancel your order.

If your order has not yet been dispatched, please contact us as soon as possible. Where possible, we will stop the order before shipment and arrange the appropriate refund.

We understand that circumstances can change. Eligible products may be returned provided they remain unused, uninstalled, unmodified and in a condition suitable for resale.

We strongly recommend inspecting your Vessara product carefully before installation begins.

Returned products should include all original components, hardware, accessories and packaging supplied with the order.

Where a valid statutory cancellation right applies, the refund will be handled in accordance with applicable consumer law. Customers are normally responsible for the direct cost of returning unwanted goods unless the goods are faulty, incorrectly supplied or another legal requirement places responsibility for the return cost on Vessara.

Once an exhaust system has been installed and used, it may show evidence of installation including clamp marks, surface marking, carbon deposits, heat discolouration or other signs of use.

For this reason, products that have been installed, heat-cycled, used, modified, welded, cut or damaged are not normally eligible for a change-of-mind return.

This does not affect your statutory rights if a product is faulty, incorrectly supplied, not as described or otherwise does not meet the standards required by law.

If you discover a genuine problem after installation, please contact us. We will work with you to diagnose the issue and determine the appropriate solution.

Sound is one of the most important aspects of a Vessara product, but exhaust sound is inherently subjective.

Sound recordings and videos on our website and social media are intended to provide a representative guide to how our systems sound. The sound experienced in person can vary according to vehicle specification, engine condition, other modifications, catalysts or downpipes fitted, recording equipment, playback equipment and the surrounding environment.

A preference for a different exhaust volume, tone, resonance or character does not by itself mean that a product is faulty.

We strongly recommend listening to the available Vessara sound demonstrations and contacting us with any questions before purchasing.

Where a product has been installed and used correctly but the customer subsequently decides they would prefer a different sound, this would not normally qualify as a faulty-product return.

Our products are developed for specific vehicle applications and are tested extensively before being released for sale.

If a product does not appear to fit correctly, please stop installation and contact Vessara before making any modifications to the system.

We may ask you to provide:

• Your order number
• Vehicle make, model and year
• VIN
• Photographs of the product and installation area
• Photographs or video showing the fitment issue
• Details of any aftermarket exhaust, engine, suspension or chassis components fitted to the vehicle

Please allow us the opportunity to investigate and diagnose the issue before removing, modifying or replacing the component.

If we establish that a Vessara product has been incorrectly supplied or has a manufacturing defect, we will work with you to provide the appropriate remedy.

Fitment problems caused by non-standard vehicle components, previous vehicle repairs, accident damage, incorrectly positioned brackets or mounts, third-party modifications or incorrect installation are not considered manufacturing defects in the Vessara product.

If you believe your Vessara product has developed a fault, please contact us as soon as reasonably possible.

We take genuine product issues seriously and will work with you to investigate the problem.

Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement or refund.

We may ask for photographs, videos, installation information or diagnostic evidence to help determine the cause of the issue.

Please do not arrange repairs, welding, replacement components or modifications to a product you believe is faulty without contacting Vessara first, unless doing so is necessary for safety.

Our voluntary warranty is provided in addition to, and does not replace, your statutory consumer rights.

Many Vessara products are manufactured after an order is placed. However, a product being manufactured to order does not necessarily mean that statutory cancellation rights are excluded.

Where a product has been genuinely personalised or manufactured to an individual customer’s specification — for example a custom configuration, dimensions, finish, engraving or other modification that falls outside our standard product specification — cancellation rights may be restricted where permitted by law.

Where an order is genuinely personalised, we will make this clear to you before the order is completed.

Every Vessara system is carefully packaged before dispatch. In the unlikely event that your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please:

• Photograph the external packaging before opening it
• Photograph any visible damage to the packaging
• Photograph the product and affected area
• Retain all packaging and packing materials until the matter has been resolved

This information helps us investigate the issue with the shipping provider and arrange the appropriate solution.

Reporting transit damage promptly helps us resolve claims faster, but this does not remove any statutory rights you may have.

Before returning any product, please contact Vessara for return instructions.

Please do not send products back without contacting us first, as this may delay processing of your return.

For change-of-mind returns where the customer is responsible for return shipping, we strongly recommend using an insured and tracked service appropriate for the value of the product.

Where Vessara is responsible for the return because the product is faulty or was supplied incorrectly, we will provide appropriate return instructions.

Once an authorised return has been received, we will inspect the product and process the refund in accordance with your statutory rights and the circumstances of the return.

Where statutory cancellation rights apply, refunds will be processed within the legally required timeframe.

Where applicable, the original standard delivery charge will also be refunded. Any additional amount paid by the customer for an upgraded or expedited delivery method may not be refundable beyond the cost of our standard delivery service.

If a returned product has been handled beyond what would reasonably be necessary to inspect it and this has reduced its value, we may be permitted by law to make an appropriate deduction from the refund.

Refunds will normally be made to the original payment method.

Customers outside the United Kingdom may have additional or different consumer rights depending on their country or region.

International customers are also responsible for understanding any local import duties, taxes, emissions regulations, road-use restrictions or vehicle modification requirements applicable in their jurisdiction.

If you have any questions regarding your order before purchase or installation, please contact Vessara and we will be happy to help.