Manage Very

How to cancel your very account safely and get your money back

Understanding very and why you might want to leave

Very is one of the UK's largest online retailers, operating as both a shopping platform and a credit provider under the Shop Direct Group. When you open a Very account, you're entering into two separate agreements: a retail purchase contract and a regulated credit facility governed by the Financial Conduct Authority (FCA). This dual nature means cancelling or closing your account involves more than just stopping orders-it requires you to understand your rights under consumer credit law and retail regulations.

Whether you've had poor customer service, found better deals elsewhere, or simply want to reduce your outstanding balance, Stopee is here to guide you through every step of the cancellation process. Understanding your options before you act means you'll avoid hidden charges, protect any refunds due to you, and exit cleanly.

What very actually is

Very operates as a running-account credit agreement under the Consumer Credit Act 1974. This means when you shop with them, you're not just buying products-you're using an approved credit facility with interest charges, payment terms, and specific legal protections. The company holds your personal and financial data and maintains an active credit file with credit reference agencies, which affects your credit score.

Unlike a simple online retailer, Very's business model combines immediate product delivery with flexible payment terms, often including interest-free promotional periods. However, once those periods end, any remaining balance incurs interest at rates typically starting from 39.9% APR. Understanding this credit framework is essential before you decide to cancel.

Common reasons customers cancel

You might cancel your Very account for several reasons: high interest rates after promotional periods end, unwanted credit agreements affecting your financial situation, poor customer service experiences, or simply preferring to shop elsewhere. Some customers cancel because they've settled their balance and no longer need the facility. Others want to protect their credit file by closing unused accounts. All of these reasons are valid, and your consumer rights protect you throughout the cancellation process.

Your consumer rights when cancelling with very

The Consumer Rights Act 2015 and the Consumer Credit Act 1974 give you substantial protections when you cancel accounts or return goods. These aren't suggestions-they're legal entitlements that Very must respect.

Distance selling and cancellation rights

If you opened your Very account online or by phone (which you did), you have a 14-calendar-day cooling-off period to cancel your account under distance selling regulations. This period runs from the day after you created your account. During this window, you can cancel without giving reasons and receive a full refund of any payments made, provided no goods have been dispatched or delivered.

After the 14-day period expires, you can still close your account at any time, but you lose the automatic cooling-off protection. However, if you've received faulty goods or items that don't match Very's description, you retain rights to returns and refunds 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 have the right to end your credit agreement with Very by giving written notice. You can do this even if your account is in good standing. When you terminate, 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 ask for the balance outstanding plus any accrued interest.

Stopee recommends documenting everything when you terminate. Write a formal letter stating your intention to close the account, keep copies, and request written confirmation from Very showing the account closure date and final balance due.

Methods for cancelling your very account

Very offers multiple cancellation routes, though some are more efficient than others. You can contact them via their website, mobile app, telephone, or post. Stopee's experience shows that written methods leave the best audit trail.

Online cancellation through the app or website

The fastest method is often through the Very app or website. Log into your account, navigate to your account settings, and look for options to close or cancel. Some accounts allow direct closure through the digital interface, though Very may ask you to confirm your identity first. This method provides immediate confirmation but may not issue formal written acknowledgement.

Telephone cancellation

Calling Very's customer service team is straightforward but requires patience. Have your account number and personal details ready. However, Warning: take notes during the call and ask for a reference number. Verbal cancellations sometimes get "lost in the system," leaving you uncertain whether the closure was processed. Always follow up with written confirmation.

Postal cancellation

Sending a formal letter to Very's customer service address creates the strongest evidence of your cancellation request. This method suits customers who want documented proof or those with complex account situations. Your letter should include your account number, full name, address, and a clear statement that you wish to terminate your credit agreement. Send it via Signed For Royal Mail so you have proof of delivery.

Step-by-step cancellation process

Follow these steps to cancel your Very account cleanly and safely. The process varies slightly depending on whether you're cancelling within or after the 14-day cooling-off period and whether you have an outstanding balance.

Cancelling within 14 days (cooling-off period)

1. Log into your Very account or contact customer service immediately
   • Use the app, website, or phone number on your latest statement
   • Have your account number ready
2. Check whether any goods have been dispatched
   • If items haven't left Very's warehouse, you qualify for full cooling-off protection
   • Ask the customer service team to confirm dispatch status
3. Request cancellation in writing (email or letter)
   • State clearly: "I wish to cancel this distance contract within the 14-day cooling-off period"
   • Include your account number, name, and the date
4. Request confirmation of closure and any refund due
   • Ask Very to provide a settlement figure if you've made any payments
   • Refunds should be issued within 14 days of cancellation
5. Monitor your bank account for the refund
   • Refunds typically take 5-10 working days to appear
   • If nothing arrives after 14 days, escalate to Very's complaints team
6. Keep all correspondence as evidence
   • Screenshot emails, note phone reference numbers, scan posted letters

Cancelling after 14 days (standard termination)

1. Check your outstanding balance
   • Log into your account or request a statement from customer service
   • Note the total amount owed plus any accrued interest
2. Decide whether to settle the balance immediately
   • You can pay in full to close the account immediately, or arrange to pay off the balance over time
   • Stopee recommends settling in full if possible to avoid further interest charges
3. Submit your termination notice in writing
   • Letter or email to Very stating: "I hereby give notice to terminate this credit agreement"
   • Include account number, your full name, address, and the date
   • Request written confirmation of the termination date and final balance
4. Arrange payment for your final balance
   • Very will provide payment instructions (online, by phone, by post)
   • Make the payment and retain proof of transaction
5. Obtain final closure confirmation
   • Request a letter from Very confirming the account is closed and all balances settled
   • This document protects you if disputes arise later
6. Monitor your credit file
   • After 6-8 weeks, check your file at Experian, Equifax, or CallCredit to confirm the account shows as "closed" not "defaulted"

What happens to your refund

Refunds from Very depend on when you cancel and whether goods have been delivered. Stopee has helped thousands of consumers navigate refund timelines, and understanding yours prevents unnecessary stress.

Refunds within the cooling-off period

If you cancel within 14 days and no goods have been dispatched, Very must refund all payments you've made within 14 calendar days of receiving your cancellation notice. The refund covers any deposit, payment for goods, or account fees paid during the cooling-off period. Very will refund using your original payment method (credit card, debit card, or bank transfer).

Pro tip: If you paid by credit card and Very delays the refund, contact your card issuer and request a chargeback. Your credit card provider can recover the money on your behalf if Very breaches refund deadlines.

Refunds after the cooling-off period

Once 14 days has passed, you're no longer entitled to automatic refunds simply for closing the account. However, if you return unopened goods within 30 days of delivery (as per the Consumer Rights Act 2015), Very must refund the purchase price. Any refund applies to your account balance first, reducing what you owe.

Interest and charges on your final balance

When you terminate your credit agreement, Very stops applying new interest charges from the termination date. However, you remain liable for interest accrued up to that point. Request an exact settlement figure that includes all accrued interest, then pay it to fully close the account. Warning: if you leave the account open with an unpaid balance, interest will continue accruing and damage your credit file.

Pricing and account costs explained

Very's costs vary depending on your credit profile and the terms offered when you opened your account. This table shows typical costs you might encounter:

After you cancel: what to expect

Closing your Very account doesn't end instantly-several things happen behind the scenes over the following weeks. Understanding this timeline helps you stay in control and catch any issues early.

Immediate impact on your account

Once Very processes your cancellation, your account stops accepting new orders. You can no longer browse and purchase through the platform. Any pending orders may be cancelled automatically, though you should confirm this directly with customer service. Your credit limit disappears, so the account won't tempt you into future spending.

Credit file updates

Very reports account closures to the three major credit reference agencies (Experian, Equifax, and CallCredit) within 30-60 days. During this period, your credit file shows the account as open but with a closure pending or processed status. Once fully updated, it should display as "closed" with a status of "settled" or "paid," which doesn't harm your credit score. Warning: if it shows as "defaulted" or "unresolved," contact Very immediately to correct the record.

Dealing with future correspondence

Very may continue sending statements or marketing emails for several weeks after closure. These are routine system messages. If they persist beyond two months, contact Very's customer service and ask them to remove you from their mailing list. You can also register with the Telephone Preference Service (TPS) and Mail Preference Service (MPS) to reduce unsolicited contact from all companies.

Common mistakes when cancelling

Cancelling an account feels straightforward, but small errors can leave you liable for charges or create credit file problems. Learning what goes wrong helps you avoid these pitfalls entirely.

Cancelling verbally without written follow-up

You phone Very, speak to an agent, and they say your account is closed. But a week later, interest charges appear. Verbal cancellations often get lost in company systems. Always follow verbal cancellations with a written letter or email within 48 hours, referencing the phone call, the agent's name (if you caught it), and the date. This creates a legal record Very cannot dispute.

Leaving an unpaid balance behind

Some customers close their account thinking the balance disappears with it. It doesn't. You remain legally liable for any outstanding debt, and Very will continue charging interest monthly until it's paid. The account closure only stops you running up new debt; it doesn't forgive existing balances. Pro tip: always settle your account fully or arrange a payment plan before cancelling.

Not checking the credit file afterwards

Data entry errors happen. Very might accidentally mark your account as defaulted instead of settled, or fail to update the closure at all. If you don't check your credit file within 2-3 months of cancellation, you won't spot the error until it damages your score. Visit Experian, Equifax, or CallCredit (free annual reports available), confirm the account shows as closed and settled, and dispute any errors immediately using their dispute processes.

Ignoring final statements

After cancellation, Very may send final statements showing a small balance or closing interest charge. Don't ignore these. Verify the calculations are correct, pay what's owed, and keep proof of payment. Ignoring final statements can result in debt collection attempts and credit file damage.

Checklist before you cancel

Use this checklist to ensure you've covered everything before submitting your cancellation request:

• Check whether you're within the 14-day cooling-off period (if yes, you have enhanced rights)
• Review your outstanding balance and note the exact amount
• Check whether you have any pending orders or returns in progress
• Decide whether you'll settle the balance immediately or arrange a payment plan
• Gather your account number from your statement or the app
• Write or email your cancellation notice clearly, including account number and the date
• Keep a copy of everything you send to Very
• Request written confirmation of cancellation and the final balance due
• Once confirmed, arrange payment for any outstanding balance
• Wait 6-8 weeks, then check your credit file to confirm the account shows as closed
• Contact Stopee if any issues arise during the process

Should you cancel or keep your account?

The decision to cancel depends on your personal circumstances. This comparison helps clarify whether cancellation is right for you:

Contact details for very cancellation

When you've decided to cancel, contact Very using one of these methods. Stopee recommends written contact for strongest evidence:

Online and telephone

Visit the Very website and log into your account to access the contact options. You can also find the telephone number on your latest statement. Customer service lines are typically available Monday to Sunday, 8am to 10pm GMT. Have your account number ready before calling.

Written cancellation (postal)

Send your cancellation letter via Signed For Royal Mail to: Very Customer Service, Standish, Wigan, WN6 0GA, United Kingdom. Include your full name, address, account number, and a clear statement that you wish to terminate your credit agreement. Send via Signed For so you have proof of delivery, which protects you if Very later claims they never received your request.

Email cancellation

If Very provides an email address for account cancellations, send your request there with clear subject line "Account Cancellation Request - [Your Account Number]." Request a read receipt and save the email to your records. Follow up with a postal letter if Very doesn't respond within 5 working days.

Final thoughts on cancelling with very

Cancelling your Very account is your right, and understanding the process removes uncertainty from the decision. Whether you're exiting after 14 days or permanently closing an account you've held for years, the Consumer Credit Act 1974 and Consumer Rights Act 2015 protect you throughout. The key is documenting every step, settling any balance owed, and checking your credit file afterwards to catch errors.

Stopee has guided consumers through countless cancellations, and the most successful ones share one thing in common: they follow the written process, keep records, and verify closure. If Very resists your cancellation request or creates obstacles, you can escalate to the Financial Conduct Authority (FCA) or the Consumer Rights Act enforcement bodies. You have leverage here-use it respectfully but confidently.

Ready to take action? Stopee's cancellation guides cover every major UK retailer and credit provider. Start your cancellation today, follow our step-by-step instructions, and reclaim control of your finances. Stopee has helped thousands of consumers cancel problematic accounts and move forward with clarity.