How to get a refund from Very and close your credit account

Dealing with a faulty item or simply want to return a purchase from Very, and then close your credit account? You have clear rights to ensure you get your money back and manage your financial commitments. This guide will walk you through the process, step by step.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-10-03·LinkedIn·Built by COM Computing

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Your rights

Under the UK Consumer Rights Act 2015, you have a short-term right to reject faulty goods for a full refund within 30 days from the day after you take ownership and possession. You are entitled to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose. For unwanted items, Very offers a 28-day returns policy, allowing you to return most goods for a full refund provided they are complete, unused, in original packaging, and have security tags intact. Once any outstanding balance is cleared, you have the right to request the closure of your Very credit account, as part of managing your financial commitments.

Step by step

1Review Very's Returns Policy: Check the specific conditions for your item, whether it's faulty or simply unwanted, and note the deadlines. This information is usually available on their website. For unwanted items, Very's Approval Guarantee allows returns within 28 days of receipt, provided items are complete, unused, in original packaging, and have security tags intact.
2Initiate Your Return: Contact Very's customer service via their website, app, or phone to arrange the return of your item. Clearly state the reason for the return and follow their instructions for packaging and collection.
3Track Your Refund: Once the item is returned, monitor your Very account and bank statements. Very states refunds to debit or credit cards, or credits to a Very Account for credit purchases, usually arrive within 5 working days after it receives the returned items. Allow up to 14 days after sending items before contacting them. For statutory cancellations, Very will refund within 14 days of receiving the goods back or evidence they were sent back, whichever is earlier. Under the Consumer Rights Act 2015, any refund due must be made without undue delay and no later than 14 days after the trader agrees you are entitled to it.
4Close Your Credit Account: After confirming your refund has been applied and your Very credit account balance is zero, contact Very's credit services directly to formally request the closure of your account. Confirm this in writing if possible.
5Escalate if Necessary: If Very does not resolve your complaint within 8 weeks, or if you are unhappy with their final response, you can refer your complaint to the Financial Ombudsman Service (FOS). You generally have 6 months from the date of Very's final response to do this.

What they'll say, and your comeback

“You're outside the 28-day return window for unwanted items.”

Comeback, The Consumer Rights Act 2015 provides a short-term right to reject faulty goods for a full refund within 30 days from the day after I took ownership. My item is faulty, not simply unwanted, and falls within this period.

“The item isn't faulty, it's user damage.”

Comeback, I dispute this. The item developed a fault under normal use within a reasonable timeframe. I expect an independent assessment or a resolution under my statutory rights.

“You cannot close the credit account while there's an outstanding balance.”

Comeback, I understand. My intention is to close the account once the refund for my returned item has been fully processed and the balance is cleared. Please confirm the process for closing it once the balance is zero.

What actually happens

In practice, most Very refunds for unwanted items are straightforward, processed within the 28-day return window. You can expect the money back within 5 working days of Very receiving the item, though it can take up to 14 days. For faulty goods, the 30-day short-term right to reject under the Consumer Rights Act 2015 is your strongest tool for a full refund. If Very disputes a fault or delays a refund, escalating to their customer service, citing your statutory rights, is often effective. If a refund isn't processed within the 14-day statutory limit, or if you face issues closing a credit account, formal complaints are necessary. While most issues resolve at the initial contact or within the first few weeks, persistent problems might require referring to the Financial Ombudsman Service, which can take several months for a resolution.

FAQ

Can I return an item to Very if I've opened it?

Yes, you can return an item if it's faulty, even if opened. For unwanted items, Very's Approval Guarantee requires items to be complete, unused, in original packaging, and have security tags intact. While you can open an item to inspect it, ensure it remains in a resalable condition to qualify for an unwanted return.

Will closing my Very credit account affect my credit score?

Closing a credit account can have a minor, temporary impact on your credit score, especially if it's one of your oldest accounts or significantly reduces your overall available credit. However, if managed responsibly with a zero balance, the long-term impact is usually minimal. It is generally better to close accounts you no longer use.

What if I cannot pay my Very credit account balance?

If your financial circumstances mean you cannot pay your balance, contact Very immediately. Their help page indicates that if your financial circumstances are not expected to improve, permanently closing the account may be appropriate. In such cases, they state they will not charge late or missed-payment fees and will stop charging interest to prevent the amount owed from increasing.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-03.