V12 Retail Finance: Frequently asked questions

To apply for V12 finance, applicants must:

• Be aged 18 years or over.
• Be in permanent paid employment, self-employed, retired and receiving a pension, a homemaker, a working student in part-time employment, or in receipt of a disability benefit.
• Have been a resident of the United Kingdom for a minimum of three years.
• Hold a valid debit or credit card registered to their current address, which will be used to pay the required deposit.
• Have a UK bank or building society current account capable of accepting Direct Debit instructions for the repayment of the finance agreement.
• Provide a valid email address in order to receive application updates and important documentation, including the signed credit agreement.

Yes. Being a vulnerable customer does not automatically prevent you from applying for finance. All applications are assessed by V12 Retail Finance Limited in line with their lending and affordability criteria.

A vulnerable customer may be someone who, due to their personal circumstances, may find it more difficult to make financial decisions or manage their finances. These circumstances may include (but are not limited to):

• Health conditions or disability
• Financial difficulty
• Language or communication barriers
• Significant life events or personal circumstances

If you believe you may be a vulnerable customer, or if your circumstances change and you require additional support when placing or managing your order, please contact our Client Experience Team and we will do our best to assist you.

Email: [email protected]

If your query relates specifically to your Pay Monthly credit agreement, you can contact V12 Retail Finance Limited, who may be able to provide additional support in relation to your finance agreement.

Email: [email protected]
Telephone: 029 2046 8900

When you are ready to complete your order, select V12 Finance as the payment method on the checkout. You will need to have your ID to hand. You will then be directed to the V12 website to complete the application form.

Applications usually only takes a few minutes, and in many cases you will receive an instant decision from V12 Retail Finance Limited.

In some cases, your application may require additional checks and may be placed under review. If this happens, the review process may take up to 7 days. If a decision cannot be reached or the application is unsuccessful after this period, your order will be cancelled.

If your application is approved, you will have up to 90 days to sign the finance agreement. Please note that not all products on your order may be available at the point of signing, and lead times for your items may vary depending on availability and production timelines.

Once the finance agreement has been signed, your order will be processed in line with our standard order confirmation and delivery process.

When you apply, V12 Retail Finance Limited may carry out a credit check as part of the application process to assess your eligibility. This search may be recorded on your credit file and could be visible to other lenders.

Missing payments or failing to keep up with the agreed repayments under your finance agreement may also negatively affect your credit rating.

If you have any questions about the credit check or your finance agreement, you should contact V12 Retail Finance directly.

Applications are assessed by V12 Retail Finance Limited using their own lending criteria. Unfortunately, Loaf does not receive the detailed reasons for a declined application.

Applications may not be accepted for a number of reasons, including:

• Incorrect or mis-typed information provided during the application process
• Not meeting the eligibility criteria
• Low credit score
• Being considered financially overcommitted

If your application is unsuccessful, you can still complete your purchase using an alternative payment method, such as PayPal, debit card, credit card, or any of our other available payment options.

If you wish to appeal the decision made by V12, it is recommended that you first obtain an up-to-date copy of your credit report from one of the main credit reference agencies, such as Experian, Equifax, or TransUnion.

You can then submit an appeal directly to V12 by emailing: [email protected]. Please note that, due to data protection regulations, appeals must be submitted directly by the applicant.

If your application is not successful, you may be able to re-apply at a later date. However, it is recommended that you contact V12 Retail Finance Limited before submitting another application.

Submitting multiple finance applications within a short period of time may affect your credit profile, as credit searches may be recorded on your credit file.

If you believe your application may have been declined due to incorrect information or an issue with your credit report, you may wish to review your credit file before reapplying.

Alternatively, you can still complete your purchase using another payment method, such as a debit card, credit card, PayPal, or any other available payment option.

Yes, you can use finance on multiple items provided the total loan value amount after deposit is between £500 and £25,000.

Yes, you can choose a deposit amount between 10% and 50% when you apply for finance. 

Customers may request amendments to their order within 14 days of placing the order, provided the goods have not yet been dispatched.

After 14 days from the date the order was placed, amendments are no longer possible. In these circumstances, the order will need to be cancelled and a new order placed.

For orders placed using finance, the following additional conditions apply:

If you would like to make a change to your order (for example, changing the product, fabric, colour, or adding items), this cannot be processed as a direct amendment. In these cases, your order will need to be cancelled and a new order placed. If you choose finance again, this will require a new application and agreement with V12 Retail Finance.

You can still add certain services to your order up to delivery:

• Castelan insurance can be added after purchase and must be paid for separately.
• Removals services can be added up until delivery has been booked and must also be paid for separately.

Order value increases: Any amendment that increases the total order value may be subject to approval by our finance provider, V12 Retail Finance Limited.

Castelan insurance: Castelan insurance may be added to an existing finance order after purchase. This service must be paid for using an alternative payment method and cannot be added to the finance agreement.

Removals service: The removals service may be added to an order up until the point that delivery has been booked. This service must also be paid for using an alternative payment method and cannot be added to the finance agreement.

Customers may request to cancel an order, or individual items within an order, provided that delivery has not yet been arranged and the goods have not been dispatched or entered the delivery network.

Once delivery has been arranged or the goods are in transit, the order can no longer be cancelled. In these circumstances, customers should either:

• Reject the unwanted item(s) at the point of delivery, or
• Accept delivery and arrange a return in accordance with our Returns Policy.

For orders placed using finance, the following conditions apply:

Full order cancellation: If the order is cancelled in full before dispatch, the finance agreement with V12 Retail Finance Limited will be cancelled and any deposit paid will be refunded to the original payment method.

Partial order cancellation: If part of the order is cancelled, the finance agreement may be amended or cancelled depending on the remaining order value and the minimum finance threshold which is £150 per order as set by V12.

If the finance agreement needs to be amended or cancelled, you may be contacted to confirm the next steps before the order proceeds.

Customers who choose finance retain their statutory right to return goods within 14 days of receipt, in accordance with our standard Returns Policy.

Full order returns:

• If you return your full order within the returns period, your finance agreement with V12 Retail Finance will be cancelled.
• Any deposit paid at the time of purchase will be refunded to the original payment method once the returned goods have been received and processed.
• If there are any outstanding charges on your order (such as delivery, collection, or removals fees), these will need to be paid using an alternative payment method before your collection can be arranged.

Partial returns: If part of an order is returned and the remaining balance falls below the minimum finance threshold of £150, the finance agreement will be cancelled by our finance provider. In this situation:

• The finance agreement will be terminated
• Any deposit paid will be refunded to the original payment method once the return has been processed
• Any outstanding balance for goods retained by the customer must be settled directly with Loaf

Refunds for returned items will be processed once the goods have been received and inspected in accordance with our Returns Policy.

Once your application has been approved, you will not be able to change the address associated with the finance agreement.

If you need to update the Direct Debit details for your Pay Monthly finance agreement, you will need to contact V12 Retail Finance Limited, as they manage all finance repayments.

You can update your details by contacting V12 directly or by using the V12 Self Service portal.

Telephone: 0333 122 1101
Hours: Monday to Friday, 9am-5pm

If your query relates to your order or delivery, please contact our Client Experience Team at [email protected] and we will be happy to assist.

If you enter into a finance agreement, your repayments will be made directly to V12 Retail Finance Limited in accordance with the terms of your credit agreement.

If your circumstances change and you experience difficulty making your repayments, you should contact V12 Retail Finance as soon as possible. Their team may be able to discuss options that could help you manage your account, such as reviewing your financial situation or agreeing an alternative repayment arrangement where appropriate.

You can contact V12 Retail Finance on:

Telephone: 0333 122 1101
Hours: Monday to Friday, 9am-5pm

You may be able to settle your finance agreement early by paying the remaining balance in full. To arrange an early settlement or request a settlement figure, please contact V12 Retail Finance directly.

For queries relating to your repayments or finance agreement, you can contact V12 Retail Finance on 0333 122 1101.

If your finance agreement has been fully settled and you subsequently return an item, any applicable refund will be processed directly by Loaf in line with our Returns Policy.

If your personal or financial circumstances change after entering into a finance agreement, you should contact V12 Retail Finance Limited as soon as possible. V12 Retail Finance manage your finance agreement and may be able to discuss options or provide support depending on your situation.

If your query relates to your order, delivery, or products, please contact our Client Experience Team at [email protected], and we will be happy to assist where possible.