We explain more about the different offers, returns & refund process plus information on your V12 retail finance application here.
Who are V12 retail finance?
V12 retail finance have been our finance provider since 2018. They are a lender authorised and regulated by the Finance Conduct Authority. V12 Retail Finance is a trading name of Secure Trust Bank PLC, established in 1952.
Full information on V12 retail finance can be found in the following link: https://www.v12retailfinance.com/about-us
What V12 retail finance options do you offer?
With V12 Retail Finance, we offer interest free credit and interest bearing credit at an attractive rate of 14.9% APR Representative.
Interest Free Credit - Up to 4 years 0% APR
Spread the cost between 6 – 48 months, depending on the price of your item. For each term available, you can choose whether or not you wish to pay a deposit and if so, how much you’d like to pay. The maximum deposit you can pay will be determined by the minimum loan amount, which is £350 for 6/9/12/18 months and £1,000 for any terms over 24 months.
Interest Bearing Credit – Up to 4 years 14.9% APR Representative
There are certain products such as sale items and smartwatches over £750 or pre-owned watches where interest free credit may be limited to shorter terms (12 or 24 months). Where this is the case, we are pleased to be able to offer you up to 4 years 14.9% APR Representative credit with V12 Retail Finance.
For full terms please visit the link below for more information.Discover More
What is your returns policy for items paid for by finance?
If your purchase isn’t quite perfect, you can still return this to us within 30 days (14 days for pre-owned items) even if your purchase was made on finance.
Providing the item is in unworn, brand-new condition, you have all the packaging, proof of purchase and your order is not special or personalised, we will happily assist with a return.
Please note we can only offer refunds for finance purchases.
Can I exchange a finance purchase/s?
Your finance agreement is a product-specific and price-specific contract. Due to this, we are unable to offer exchanges for items purchased using interest free credit.
If you have multiple items on your agreement and return only some of the order, you will need to complete a new finance agreement for the item/s you are keeping and pay a new deposit before we can cancel and refund your original agreement.
What is the finance returns process?
If your purchase was made online, your order needs to be returned to our website returns team. Returns are free and made simple with our prepaid returns label, returns invoice and resealable boxes.
Please note we cannot refund your online finance purchases in store.
For interest free credit purchases made in store, please pop back in and the team will be happy to assist subject to our returns policy.
What should I do if I have a faulty item and it’s on finance?
In the rare event you suspect your item is faulty and it has been purchased online using finance, please send back to us using your freepost returns label and advising us of the fault on your invoice.
We cannot comment on the cause prior to seeing the item, please allow for our team to assess it and they will happily advise further.
For store finance purchases, please see the team in store and they will be happy to advise further.
How long will my refund take on a finance purchase?
Please allow 10 days for your return to be processed. If you requested a refund, it will be applied to the original card used to place your order. As soon as your return has been processed, you will receive an email to let you know.
Am I eligible for finance?
All lending decisions are down to V12 retail finance and are subject to an application and credit search.
In order to apply, you must satisfy all the following pre-check criteria:
- you are 18 or older
- you, or your partner is, in permanent paid employment, self-employed, retired and receiving a pension, working student in part time work or in receipt of a disability benefit
- you have been a resident in the UK for at least 3 years
- you have a debit or credit card in your name, which is registered to your address, in order to pay for the deposit (if applicable)
- you have a Bank or Building Society current account available (you’ll need this to complete the direct debit instruction)
How can I pay by finance?
You can select the Pay by Finance option at checkout online, apply in store or over the phone.
For more information regarding how to Pay by Finance, please call our friendly Customer Service & Sales Team on 0800 169 2329 or take a look at the link below.Discover More
Can I have more than one item on a single finance agreement?
Absolutely, the application process is the same as with single items.
How much do I need to spend to be eligible for finance?
Your purchase must total at least £350 in order to pay by V12 Retail Finance.
Can I make larger payments on my finance than my direct debit?
We would recommend choosing a lower finance term if you are looking to pay off larger sums than your direct debit.
If you finance is interest free, V12 will happily assist you with additional payment if you contact them using the details in the following link: https://www.v12retailfinance.com/contact-us
Can I pay my finance off early?
Yes, you may pay a lump sum to satisfy your finance earlier if you wish to.
If you finance is interest free, V12 retail finance will happily assist you with additional payment if you contact them using the details in the following link: https://www.v12retailfinance.com/contact-us
Is there a penalty for early repayment?
You will not incur additional cost for early repayment, providing your finance is interest free.
Can I spread my finance for longer than what is advertised?
Our sale items, pre-owned watches, certain limited editions and smartwatches may have an interest free credit term restricted to 24 months (please refer to individual product pages for information).
If you wanted to spread your credit longer than this on a restricted item, we are happy to offer interest bearing credit at 14.9% APR Representative for up to 48 months, which is the longest term we offer.Find Out More
Can you tell me if I’ll be accepted for finance?
V12 retail finance carry out a credit search and check your personal information, which is subject to you filling out the application first.
All decisions are down to V12 retail finance and reasons are not shared with us due to Data Protection law.
Why was my finance application rejected?
All decisions are made by V12 retail finance and reasons are not shared with us due to Data Protection law.
If you wish to speak to V12 retail finance about their decision, we advise all customers to obtain an up-to-date copy of their credit report (through TransUnion, Equifax or Experian) before contacting the credit company. Customers can contact V12 by phone on 02920 468916 or by email to email@example.com.
Can my finance order be delivered to an alternative address?
For security reasons, finance purchases can be delivered to your billing address or one of our stores only.Find Your Nearest Store
Still got a question?
Our phone lines are open:
Mon to Fri | 10am - 8pm
Sat & Sun | 10am - 5pm
Excluding Bank Holidays.
Call us free on 0800 169 2329
Live Chat is available,
Mon to Fri | 9am - 8pm
Sat & Sun | 10am - 5pm
Excluding Bank Holidays.
Find out more here.
Simply fill in the form here providing your contact details and some information about your query and we’ll do our best to get back to you within 24 hours. Bank holidays may take a little longer.