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Frequently asked questions
Cancel Very: The Right Way to Exit Your Account
How to cancel your Very account safely and protect your refunds
Understanding Very and your cancellation options
Very operates as one of the UK's largest online retailers under the Shop Direct Group, combining retail sales with a regulated credit facility. When you create a Very account, you enter into two distinct legal agreements: a consumer purchase contract and a credit agreement governed by the Financial Conduct Authority (FCA) and the Consumer Credit Act 1974. Closing your account therefore requires you to understand both your retail rights and your credit law protections.
Yafee specialises in guiding consumers through complex cancellations like this one. Whether you face high interest rates, wish to settle your balance, or simply prefer to shop elsewhere, understanding your legal position before you act ensures you avoid unexpected charges, recover any refunds due to you, and exit cleanly.
What Very actually is under UK law
Very operates a running-account credit agreement under the Consumer Credit Act 1974. This means your account functions as an approved credit facility with interest charges, payment schedules, and specific consumer protections. The company holds your personal and financial data and maintains an active credit file with credit reference agencies, directly affecting your credit score.
Very's business model combines immediate product delivery with flexible payment terms, often including interest-free promotional periods. Once those periods end, any remaining balance incurs interest at rates typically from 39.9% APR upwards. Understanding this credit framework is essential before deciding to cancel.
Why consumers cancel with Very
Common reasons for cancellation include interest charges after promotional periods expire, unwanted credit facilities affecting your finances, poor customer service, or simply choosing competitors. Some customers cancel after settling their balance and no longer needing the facility. Others close unused accounts to protect their credit file. Yafee recognises that all these reasons are valid, and UK consumer law protects your right to cancel.
Your legal position under consumer protection law
The Consumer Rights Act 2015 and the Consumer Credit Act 1974 grant you substantial protections when cancelling accounts or returning goods. These are legal entitlements that Very must respect, not optional courtesies.
Distance selling and your 14-day cooling-off period
Because you opened your Very account online or by phone, distance selling regulations grant you a 14-calendar-day cooling-off period. This period runs from the day after you created your account. During this window, you may cancel without providing reasons and receive a full refund of any payments made, provided no goods have been dispatched or delivered to you.
After the 14-day period expires, you can still close your account at any time, but you forfeit automatic cooling-off protection. However, if you have received faulty goods or items that do not match Very's description, you retain returns and refunds rights for up to 30 days from delivery under the Consumer Rights Act 2015.
Credit agreement termination rights
Under Section 94 of the Consumer Credit Act 1974, you possess the right to end your credit agreement with Very by providing written notice. You can exercise this right even when your account is in good standing. Upon termination, you remain liable for all debts already incurred, but you stop accruing new debt on the account. Very cannot charge you early settlement penalties under modern credit regulations; they can only request payment of the outstanding balance plus accrued interest.
Your legal position: You have an absolute right to cancel. Very cannot refuse your cancellation request or impose exit fees simply because you wish to close the account.
Protection against unfair credit terms
The Consumer Credit Act 1974 and the Unfair Contract Terms Act 1977 protect you against exploitative credit conditions. If Very has applied interest rates or charges that breach these frameworks, you may have grounds to challenge them. The Financial Conduct Authority (FCA) enforces these protections and investigates complaints against lenders who breach them.
Methods for cancelling your Very account
Very offers multiple cancellation routes; selecting the correct method ensures your cancellation is recorded and processed promptly.
Online cancellation via the Very website
The fastest method is to cancel directly through your Very account dashboard. Log in to your account, navigate to account settings or "Manage My Account," and locate the option to close your account or request account closure. Follow the on-screen prompts, which will typically ask you to confirm your identity and provide a reason for cancellation. This method creates an immediate digital record of your request.
Cancellation through the Very mobile app
If you use the Very app, you can cancel your account through the mobile interface. Tap the account menu, select settings, and choose the account closure or cancellation option. The app records your request in real time and sends you a confirmation notification. Yafee recommends photographing or screenshotting this confirmation for your records.
Telephone cancellation
You may cancel by calling Very's customer service team directly. Obtain their current telephone number from the Very website or your latest account statement. When you call, provide your account number, confirm your identity, and clearly state that you wish to cancel your account and close your credit facility. Ask the representative to confirm the cancellation and request a reference number for your records.
Written cancellation by post
For a permanent written record, send a cancellation letter by registered post to Very's customer service address. Include your full name, account number, date of birth, and a clear statement that you wish to cancel your account and terminate your credit agreement. Request written confirmation of cancellation. Yafee advises keeping a copy of your letter and the postal receipt as proof of delivery.
Step-by-step cancellation process
Follow these steps in order to ensure your cancellation is processed correctly and your rights are protected.
- Gather your account information
- Locate your Very account number from your latest statement or account dashboard
- Note your full name, date of birth, and registered email address
- Check your current balance and any outstanding debts
- Review your outstanding balance
- Log into your Very account and view your total owed amount
- Identify any pending transactions or accrued interest
- Decide whether to settle the balance before or after cancelling
- Choose your cancellation method
- Select online, app, telephone, or postal cancellation based on your preference
- Online and app methods provide immediate confirmation
- Postal cancellation creates a permanent legal record
- Submit your cancellation request
- For online/app: complete the account closure form and confirm identity verification
- For telephone: speak to a representative and request a reference number
- For post: send a registered letter to Very's address and retain the receipt
- Obtain and retain cancellation confirmation
- Request a written confirmation email, letter, or reference number
- Screenshot or photograph all confirmations
- Note the cancellation date and time
- Settle any outstanding balance
- If your account carries a balance, arrange payment via standing order, debit card, or bank transfer
- Request a final statement after balance payment
- Confirm with Very that your account is fully settled
Understanding cancellation charges and fees
Very cannot charge you an exit fee simply for closing your account, under the Consumer Credit Act 1974.
| Charge type | Can Very charge this? | Notes |
|---|---|---|
| Account closure fee | No | Very cannot charge you for closing your account |
| Early settlement penalty | No | Modern credit law prohibits settlement penalties |
| Interest on outstanding balance | Yes | You remain liable for accrued interest until balance is paid |
| Late payment charges (if balance unpaid) | Yes | Only if you miss agreed payments after cancellation |
| Administrative processing fee | No | Very cannot charge for processing your cancellation request |
| Return of goods postage | Depends | Within 14-day cooling-off, Very must cover return costs |
Refunds and your right to recover money
Your entitlement to refunds depends on the timing of your cancellation and the condition of any goods purchased.
Refunds within the 14-day cooling-off period
If you cancel within 14 calendar days of opening your account and no goods have been dispatched, Very must refund all payments made, including any deposit or advance payment. Very must process this refund within 14 days of receiving your cancellation notice. If you have received goods during this period, you must return them in their original, unused condition with all packaging. Very covers the cost of return postage during the cooling-off period.
Refunds after the 14-day period
After the 14-day cooling-off period expires, your refund rights depend on the goods themselves, not the account closure. If you wish to return items for a refund, you must do so under the Consumer Rights Act 2015, which grants you 30 days from delivery to return faulty or misdescribed goods. You pay return postage for these claims unless the fault is Very's responsibility.
Processing refunds after balance settlement
Once you have settled any outstanding balance on your account, Yafee recommends requesting a final statement confirming zero balance. If any refund is due to you, Very must process it within 14 days. Request the refund method in writing; they typically refund to your original payment method.
What happens to your credit file after cancellation
Closing your Very account affects your credit history; understanding these implications helps you manage your financial future.
Credit file updates
When you cancel your Very account, the credit reference agencies are notified. Your account status changes from "Open" to "Closed" on your credit file. This is recorded for six years under UK credit law. A closed account does not negatively impact your credit score; in fact, settling balances and closing accounts responsibly can improve your credit rating over time.
Protecting your credit during cancellation
To protect your credit score, ensure you settle any outstanding balance before or immediately after cancellation. Late or missed payments after cancellation significantly damage your credit file. Yafee recommends setting up a direct debit or standing order to pay your balance automatically, ensuring payments are never missed.
Common mistakes to avoid when cancelling
Most cancellations proceed smoothly when you follow the correct procedure; these errors can complicate the process.
Failing to document your cancellation request
The most common mistake is cancelling without obtaining confirmation. If you cancel by telephone or in person, Very's systems may not record your request if you do not receive a reference number. Always request and retain written confirmation, whether by email, letter, or reference number.
Cancelling without settling your balance first
Closing your account does not erase outstanding debts. If you cancel with an unpaid balance, Very continues to charge interest and can pursue the debt through collection agencies. Yafee advises settling your balance before or immediately after cancellation to avoid additional interest accumulation.
Ignoring promotional period interest charges
Many customers are unaware that interest-free periods automatically expire. If your promotional period has ended, remaining balance incurs interest at standard rates. Cancel before entering a high-interest period if you wish to avoid additional charges.
Returning goods without requesting proof of receipt
If you return goods within your cooling-off period, Very must provide tracking confirmation. Without this, you risk being charged for goods Very claims they did not receive. Always use tracked or registered postage and retain the receipt.
After cancellation: what to expect
Your responsibilities do not end when you submit a cancellation request; these final steps ensure your account is fully closed.
Confirmation timescales
Very typically confirms account closure within 5 to 10 business days via email or post. If you have not received confirmation within this timeframe, contact their customer service to verify that your cancellation was processed. Yafee recommends checking your email spam folder, as confirmation emails sometimes filter incorrectly.
Final balance settlement
After cancellation, you remain liable for any outstanding balance. Very will send you a final statement detailing the amount owed, accrued interest, and payment due date. Settle this balance promptly to avoid late payment charges and credit file damage.
Verifying account closure on your credit file
Approximately 30 days after cancellation and balance settlement, check your credit file with Experian, Equifax, or TransUnion to confirm your Very account status has changed to "Closed." If your account still appears as "Open" after 60 days, contact Very's customer service to request a manual update.
Escalating complaints if Very refuses to cancel
Very must honour your cancellation request; if they refuse or delay unreasonably, escalation routes exist.
Your legal position and escalation
Under the Consumer Credit Act 1974 and the Consumer Rights Act 2015, you have an absolute right to cancel. If Very refuses your cancellation request, disputes the closure, or fails to process your request within 14 days, this constitutes a breach of consumer law. You can escalate your complaint to the Financial Conduct Authority (FCA), which oversees Very's credit operations. Yafee recommends submitting a formal complaint letter to Very's complaints department first, giving them 14 days to resolve the matter.
Raising a complaint with the FCA
If Very does not resolve your complaint, contact the Financial Conduct Authority directly. The FCA investigates breaches of consumer credit law and can impose penalties on lenders who refuse legitimate cancellation requests. Provide the FCA with copies of your cancellation request, Very's responses, and any correspondence demonstrating their refusal to cancel.
Dispute resolution and compensation
The FCA can require Very to cancel your account and may award compensation for any losses incurred due to their refusal. For amounts over £385,000, you may pursue a claim through the civil courts, though most disputes resolve through FCA intervention.
Comparison of cancellation methods
Select the method that best suits your circumstances and record-keeping preferences.
| Method | Speed | Evidence trail | Best for |
|---|---|---|---|
| Online account dashboard | Immediate | Strong (digital confirmation) | Fastest resolution, minimal paperwork |
| Mobile app | Immediate | Strong (screenshot confirmation) | Convenience, on-the-go cancellation |
| Telephone | Same day | Moderate (reference number required) | Those preferring verbal confirmation |
| Registered post | 5-7 days | Strongest legal proof | Disputes or complex claims |
Checklist before you cancel
Use this checklist to ensure you have taken all necessary steps before submitting your cancellation request.
- I have reviewed my account balance and outstanding debts
- I understand that cancelling does not erase my balance; I remain liable for payment
- I have checked whether I am within the 14-day cooling-off period for any refund eligibility
- I have identified any goods I wish to return and understand the 30-day returns window
- I have noted Very's customer service contact details for cancellation
- I have prepared a record of my account number, full name, and date of birth
- I have decided whether to settle my balance before or after cancellation
- I have selected my preferred cancellation method and understand the timescales
- I will retain all cancellation confirmations, reference numbers, and emails
- I will monitor my credit file 30 days after cancellation to verify closure
Contacting Very for cancellation
Use the following details to initiate your cancellation request with Very.
Very cancellation contact details:
Customer Service Team
Very
142 Holborn
London
EC1N 2HX
United Kingdom
Telephone: Available on your Very account statement or the Very website
Website: www.very.co.uk
Online account: Log in to your Very dashboard to cancel directly
For credit-related disputes, escalate to:
Financial Conduct Authority (FCA)
12 Endeavour Square
London
E20 1JN
Telephone: 0800 111 6000
Website: www.fca.org.uk
Conclusion: taking control of your account
Cancelling your Very account is a straightforward process when you understand your consumer rights and follow the correct procedure. The Consumer Rights Act 2015 and the Consumer Credit Act 1974 protect your right to cancel, prohibit exit fees, and ensure you receive refunds when entitled. Yafee has guided thousands of consumers through complex cancellations with confidence, and you can cancel with certainty that you are protected by UK law.
Whether you cancel within the 14-day cooling-off period or after, whether you cancel online or by post, your rights remain constant: Very must honour your cancellation request, refund you where appropriate, and update your credit file within 30 days. Document every step, retain all confirmations, and do not hesitate to escalate to the Financial Conduct Authority if Very refuses to comply with your legally binding cancellation request.
Yafee has helped thousands of consumers cancel accounts safely, recover refunds, and close their credit files correctly. If you need additional support navigating your cancellation or disputing charges with Very, visit Yafee.com for detailed guidance on consumer rights and escalation procedures. Your right to cancel is absolute; exercising it should be straightforward, transparent, and protected by law.
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