Return & Refund Policy
Return & Refund Policy
This policy is in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Your Right to Cancel (14-Day Cooling-Off Period)
If you are a UK or EU customer, you have the legal right to cancel your order within 14 days of receiving your item, for any reason.
You then have a further 14 days to return the item after notifying us.
To exercise this right, please contact us at vaulthaus2@gmail.com.
2. Returns (30-Day Policy)
In addition to your statutory rights, we offer a 30-day return policy for eligible items.
To qualify for a return:
- Items must be unused and in original condition
- All tags, accessories, and packaging must be intact
- Items must not show signs of wear, use, or damage
- Proof of purchase is required
We reserve the right to refuse returns that do not meet these conditions.
3. Product-Specific Conditions
Clothing & Wearable Items
For hygiene and resale reasons, we do not accept returns for:
- Worn items
- Items with odours (e.g. perfume, deodorant, smoke)
- Items with make-up, marks, or stains
- Items that have been washed or altered
Non-Clothing Items
Returned items must be:
- Unused and in resellable condition
- Complete with all original parts and packaging
4. How to Start a Return
To request a return, please email vaulthaus2@gmail.com with your order details.
Returns must be authorised before being sent.
Return address:
VAULTHAUS LTD
124 City Road
London
EC1V 2NX
United Kingdom
5. Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect
- We recommend using a tracked service, as we are not responsible for lost or delayed returns
6. Faulty, Damaged or Misdescribed Goods
Under the UK Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days if the item is faulty or not as described
- A repair or replacement after 30 days, where appropriate
If your item is faulty, damaged, or incorrect, please contact us within 48 hours of delivery with supporting evidence (e.g. photos).
We will cover return shipping costs for confirmed faults.
7. Non-Returnable Items
We do not accept returns for:
- Sale or clearance items
- Gift cards
- Personalised or custom-made items
- Perishable goods
- Sealed personal care or hygiene products once opened
8. Exchanges
We do not offer direct exchanges.
To receive a different item, please return your original item and place a new order once your return has been approved.
9. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Processing time: up to 10 business days
Original shipping costs are non-refundable unless the item is faulty or incorrect.
If more than 15 business days have passed since approval, please contact us.
10. Contact
For all return and refund enquiries:
vaulthaus2@gmail.com