V12 Finance FAQ

V12 Finance FAQ’s

1. What finance options do you offer?

We partner with V12 Retail Finance to offer:

• Interest Free Finance: Spread your purchase over 6–36 months at 0% APR (Representative Example: Total cash price: £1500.00. £150.00 deposit. Amount of credit: £1350.00. Repayable by 12 monthly repayments of £112.50. Representative APR 0.00%. Annual rate of interest 0.00% fixed. Total amount repayable £1500.00 including total interest of £0.00.)
• Interest Bearing Credit: Terms up to 60 months with an APR of 9.9% (Representative Example: Total cash price: £1500.00. £150.00 deposit. Amount of credit: £1350.00. Repayable by 24 monthly repayments of £61.98. Representative APR 9.92%. Annual rate of interest 5.09% fixed. Total amount repayable £1637.52 including total interest of £137.52.)

2. Who can apply?

To apply for finance with V12 you’ll need to be:

• Is 18 or older
• Is in permanent paid employment, self-employed, homemaker, retired and receiving a pension, working student in part time work or in receipt of a disability benefit
• Has been a resident in the UK or Jersey for at least 3 years
• Has a debit or credit card in their name, which is registered to their address, to pay the deposit where applicable.
• Has a Bank or Building Society current account available – this is required to complete the direct debit instruction.
• Has an email address to receive the important information throughout the application process, including their signed credit agreement

3. What is APR vs interest?

• Interest Rate: The nominal yearly cost (e.g., 0%)
• APR (Annual Percentage Rate): Reflects the actual overall borrowing cost, including fees; important for comparing lenders

4. How long does the finance application take?

Completing the finance application form with V12 typically takes under 5 minutes. You’ll usually receive an instant decision, though in some cases, additional checks may be needed before a final outcome is confirmed.

5. How do I apply?

• Select the products you want to purchase.
• Choose a finance option at checkout or on the product page.
• Complete the quick online application-instant decision.
• If approved, pay the deposit (typically 10-50%).
• Sign the agreement digitally.
• We will then process your order and arrange delivery.

6. Can I request delivery to an address other than my home address?

To ensure the security of all finance orders and prevent fraud, we’re only able to deliver to the address stated on your finance application.

7. How are repayments made?

• First payment is usually taken around 30 days after delivery
• Payments are made via Direct Debit to V12 (on behalf of Secure Trust Bank)

8. How can I update my Direct Debit details for my finance plan?

If you need to change the bank details linked to your Direct Debit, you can do so by logging into your V12 self-service portal (if registered). Alternatively, contact V12 Customer Services at 029 2046 8900 or [email protected].

9. Can I make changes to my order after finance has been approved?

Once your finance has been approved, the loan term itself cannot be changed. However, it may be possible to adjust the amount borrowed. Please be aware that if you request an increase, a new credit check may be required and approval for the higher amount isn’t guaranteed. To make any changes, you’ll need to contact us directly, and in some cases, you may need to submit a new finance application.

10. Will applying effect my credit rating?

• A hard credit check is conducted once you apply which is recorded on your credit file.

11. Why was my finance application rejected, and what can I do next?

Applications may be declined for reasons including:

• Not meeting eligibility criteria
• Low credit score or negative credit report entries
• Financial overcommitment
• Poor history with current lenders

You can still complete your order using a debit/credit card or PayPal. To appeal a decision, get a copy of your credit report (Experian, Equifax, or TransUnion) and email [email protected]. Appeals must come directly from the applicant.

12. Can I apply for finance again if I’ve been declined?

Yes, you're welcome to re-apply in the future. V12 understands that financial circumstances can change, so a previous decline doesn't automatically mean a future one. We recommend waiting at least six months before submitting a new application.

13. What if I miss a payment or want to settle early?

• Early settlement is allowed-you’ll receive a quote and may be eligible for an interest rebate
• Low credit score or negative credit report entries
• Late fees may apply, and missed payments can impact your credit file

14. What about refunds or returns?

• You have a 14-day cooling-off period after signing
• During this time, cancel your agreement and we'll refund your deposit under our normal returns policy
• Returned items follow our standard refund policy

15. What happens if I change my circumstances?

If your financial circumstances change, contact V12 Customer Services to discuss available options and offer additional support

16. Who regulates this finance?

• Hugh Rice Limited t/as Hugh Rice The Jewellers is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our FCA registration number is 672778. Hugh Rice Limited offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority. We may receive a commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out.

17. Need help or wish to complain?

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us, you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0800 012 9677

Email: [email protected]

Address: Hugh Rice Jewellers, Unit 5-6 St Stephens Shopping Centre, Ferensway, Hull, HU2 8LN.

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider V12 Retail Finance. V12 will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with V12’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of V12’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9 123

E-mail: [email protected]

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk

Quick Recap

Question	Answer
Minimum purchase	£250
Deposit	0-50%
Term	6-60 months
Interest rates	0%APR (IF), 9.9%APR Representative (IB)
First payment	30 days post-delivery
Credit check	Hard search
Cooling-off	14 days

Still have questions?

Our team is happy to help-get in touch via phone, email, or live chat.