Refund policy
Refund & Return Policy
We want you to be happy with your purchase. This policy explains our voluntary 30-day change-of-mind return policy as well as your rights where consumer protection laws provide additional remedies.
Nothing in this policy is intended to exclude, restrict or limit any rights or remedies you may have under applicable consumer law.
30-Day Change-of-Mind Returns
We offer a 30-day change-of-mind return policy.
You may request a return within 30 days after receiving your order.
To qualify for a change-of-mind return, the item must:
- be unused or unworn, other than what is reasonably necessary to inspect or try on the item;
- be in substantially the same condition in which you received it;
- have any original tags attached; and
- include the original packaging where reasonably possible.
You will also need to provide your order number, receipt or other reasonable proof of purchase.
These conditions apply to our voluntary change-of-mind policy only. They do not limit your rights if an item is faulty, defective, damaged, unsafe, incorrectly supplied or otherwise protected by applicable consumer law.
Starting a Return
To request a return, please contact us at:
Please include your order number and the reason for your return so we can provide you with the appropriate return instructions.
Please do not send products to an address shown on the original shipping parcel unless we have specifically instructed you to do so, as our return processing address may be different.
For voluntary change-of-mind returns, please contact us before sending the item so we can provide the correct return instructions.
Where you have a statutory right to cancel or withdraw from a purchase, including under applicable EU or UK consumer laws, you may exercise that right by sending us a clear statement informing us of your decision to cancel. Prior approval from us is not required to exercise a statutory right of withdrawal.
Change-of-Mind Return Shipping
Unless we state otherwise, customers are responsible for return shipping costs for voluntary change-of-mind returns.
We strongly recommend using a trackable shipping service and keeping proof of postage.
Original delivery charges are generally not refundable for voluntary change-of-mind returns, except where required by applicable law.
If we provide you with a prepaid return label for a voluntary return, we will tell you before the return whether the cost of that label will be deducted from your refund.
Different rules apply to faulty, defective, damaged or incorrectly supplied products, as explained below.
Damaged, Faulty, Defective or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if your item is damaged, defective, unsafe, materially different from its description or if you received the wrong item.
Contact us at:
Please provide your order number and, where reasonably available, photographs or other information that can help us assess the issue.
Where an item does not comply with applicable consumer guarantees or consumer protection laws, we will provide the remedy required by law. Depending on the circumstances and applicable law, this may include a repair, replacement, refund, partial refund or another appropriate remedy.
Where required by law, we will also pay or reimburse reasonable return shipping costs associated with faulty, defective, damaged or incorrectly supplied goods.
A faulty or defective product does not need to be returned in its original packaging where applicable consumer law gives you the right to a remedy.
Your rights relating to faulty or defective goods may continue beyond our voluntary 30-day return period.
Non-Returnable Items
The following items may be excluded from our voluntary change-of-mind return policy:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health or hygiene reasons where the seal has been broken after delivery;
- gift cards;
- digital content where performance has begun and applicable law permits the right of cancellation to be lost; and
- items expressly marked as final sale, where permitted by applicable law.
These exclusions apply only where permitted by law.
They do not prevent you from exercising any statutory rights you may have in relation to faulty, defective, damaged, unsafe, misdescribed or incorrectly supplied goods.
Sale or discounted products retain all consumer rights provided by applicable law.
Certain hazardous, restricted or regulated products may require special return arrangements because of transportation or safety requirements. Please contact us before returning these products.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, size, colour or variation, you may return the original item in accordance with this policy and place a separate order for the replacement item.
This does not affect any right you may have to a replacement under applicable consumer law where a product is faulty, defective or otherwise non-compliant.
European Union and United Kingdom – Right of Withdrawal
If you are a consumer purchasing online in the European Union or United Kingdom, you generally have a statutory right to cancel your purchase without giving a reason.
You may notify us that you wish to cancel your purchase within 14 calendar days from the day you, or a person nominated by you, receives the goods.
If an order contains multiple items delivered separately, the withdrawal period may begin when the final item is received where required by applicable law.
After notifying us that you are cancelling, you must return the goods within 14 days unless we have agreed otherwise.
You can notify us by emailing:
You may also use the cancellation form at the bottom of this policy, although use of the form is not mandatory.
Condition of Returned Goods
You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you would inspect them in a physical store.
You may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary for this purpose.
You are not required to keep or return the original packaging where doing so would improperly restrict your statutory right of withdrawal, although we recommend keeping packaging where possible to protect the product during return shipping.
Return Shipping Costs
Unless we have agreed to pay the cost of the return, you will generally be responsible for the direct cost of returning goods when exercising your EU or UK change-of-mind right, provided we informed you of this responsibility before purchase.
This does not apply where applicable law requires us to cover the return cost.
Return costs for faulty or non-conforming products will be handled in accordance with applicable consumer law.
Refund of Delivery Charges
Where you validly exercise your EU or UK statutory right of withdrawal, we will refund the purchase price together with the cost of the least expensive standard delivery option offered by us.
If you selected a more expensive delivery method, such as express or priority delivery, the additional cost above our standard delivery charge will not normally be refunded.
EU and UK Refund Timing
Where you exercise a statutory EU or UK right of withdrawal, we will issue the required refund without undue delay and within the timeframe required by applicable law.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent the goods back, whichever occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of goods or services, including, where permitted by applicable law:
- goods made to your specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
- certain sealed audio, video or software products once unsealed;
- certain digital content after performance has begun where you expressly agreed to immediate performance and acknowledged the loss of your cancellation right; and
- other products or services specifically excluded by applicable consumer legislation.
These exceptions do not remove rights you may have where the product is faulty or does not conform to the contract.
Australia
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the nature and seriousness of the problem.
Our voluntary 30-day change-of-mind policy operates in addition to, and does not replace or restrict, your rights under the Australian Consumer Law.
You are not required to return a faulty product in its original packaging in order to exercise rights available under the Australian Consumer Law.
Where required under the Australian Consumer Law, we will reimburse reasonable costs associated with returning a product that is confirmed to have a problem.
New Zealand
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986 or any other applicable New Zealand consumer legislation.
Where goods fail to comply with applicable consumer guarantees, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances.
Our voluntary 30-day change-of-mind policy is provided in addition to these statutory rights.
Canada
Our voluntary 30-day return policy operates in addition to any rights you may have under applicable Canadian federal, provincial or territorial consumer protection legislation.
Consumer protection requirements may vary between provinces and territories.
Where applicable legislation gives you a right to cancel an online transaction, return goods, receive a refund or obtain another remedy, those rights will apply regardless of any inconsistent provision in this policy.
For customers in Québec and other provinces or territories with specific distance-selling requirements, we will comply with any mandatory cancellation, refund, disclosure and return-cost requirements that apply to the transaction.
United States
Our voluntary 30-day return policy operates in addition to any rights available under applicable United States federal or state law.
Return and refund requirements may vary between states.
Where applicable law requires a particular refund, cancellation, warranty or remedy, that requirement will apply regardless of any inconsistent provision in this policy.
Nothing in this policy limits rights relating to defective goods, warranties, misrepresentation, non-delivery or other rights that cannot lawfully be waived.
Refunds
Once we receive and inspect a voluntary return, we will notify you whether the return has been approved.
If approved, we will issue your refund to your original payment method unless another method is agreed or required by applicable law.
We aim to process approved voluntary return refunds within 10 business days after the returned item has been received and inspected.
Different statutory refund deadlines may apply depending on your location. Where applicable law requires us to issue a refund sooner, we will comply with that requirement.
After we issue your refund, your bank, credit card provider or payment processor may require additional time to process and display the refund in your account.
If more than 15 business days have passed since we confirmed that your voluntary refund was issued, please contact:
Statutory Consumer Rights
Nothing in this Refund & Return Policy excludes, restricts, modifies or limits any consumer guarantee, warranty, right or remedy that cannot legally be excluded or limited.
This includes applicable rights under, among others:
- European Union consumer protection legislation and applicable laws of EU Member States;
- United Kingdom consumer protection legislation;
- the Australian Consumer Law;
- the New Zealand Consumer Guarantees Act and Fair Trading Act;
- Canadian federal, provincial and territorial consumer protection legislation; and
- applicable United States federal and state consumer protection laws.
Where this policy provides greater rights than the minimum required by law, this policy will apply.
Where applicable consumer law provides greater rights than this policy, the applicable consumer law will prevail.
EU / UK Model Cancellation Form
Complete and send this form only if you wish to cancel your contract. You may also simply email us with a clear statement that you wish to cancel.
To:
Vaeluxe
info@vaeluxe.com
I hereby give notice that I wish to cancel my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date: