Refund policy

RETURN & REFUND POLICY

Last updated: 15 September 2026

At Vounkins, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing products through Vounkins.store, including your statutory rights under United Kingdom consumer law.

This policy applies to consumer purchases made through our website and delivered to customers in the United Kingdom.

Nothing in this policy limits, excludes or replaces any rights that you may have under applicable consumer law.

For any return, refund or cancellation enquiry, please contact:

Email: sales@vounkins.store
Website: Vounkins.store

1. YOUR STATUTORY RIGHTS

Products sold by Vounkins must comply with applicable UK consumer law.

Under the Consumer Rights Act 2015, goods must be:

  • of satisfactory quality;

  • fit for their usual purpose and any particular purpose made known to us;

  • as described;

  • consistent with any sample or model where applicable; and

  • supplied in accordance with the contract.

Your statutory rights are separate from, and are not affected by, any additional commercial return policy that we may offer.

2. YOUR RIGHT TO CANCEL AN ONLINE ORDER

When you purchase goods online, you normally have a statutory right to cancel your contract without giving any reason.

You have 14 days from the day after you receive your goods to tell us that you wish to cancel your order.

Where an order contains multiple items delivered separately, the cancellation period will normally begin after you receive the final item covered by that order.

To exercise your right to cancel, you must send us a clear statement confirming that you wish to cancel.

You may contact us at:

sales@vounkins.store

You may also use the Model Cancellation Form provided at the end of this policy, although using the form is not compulsory.

3. RETURNING GOODS AFTER CANCELLATION

After informing us that you wish to cancel, you must return the relevant goods without undue delay and no later than 14 days after the date on which you informed us of your cancellation.

Please contact us before returning your order so that we can provide the appropriate return instructions and return address.

Do not send a return to an address shown on a parcel, courier label or packaging unless we have confirmed that it is the correct return address.

You should retain proof of postage or other evidence showing that the goods have been returned.

4. CONDITION OF RETURNED ITEMS

During the cancellation period, you may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you would inspect a product in a physical shop.

For clothing, this generally means that you may carefully try the garment on to check its fit.

Where reasonably possible, products should be returned:

  • clean;

  • with their original labels and tags;

  • with any included accessories;

  • with the original packaging; and

  • without signs of use beyond what is reasonably necessary to inspect the product.

Your statutory cancellation rights are not automatically lost simply because packaging has been opened.

However, where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect that reduction in value, where permitted by law.

Examples may include significant wear, staining, damage, alteration, strong odours or other use beyond normal inspection.

5. RETURN SHIPPING COSTS

For a standard change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless:

  • we agree otherwise;

  • we have offered a free return service; or

  • the product is faulty, damaged, incorrect or otherwise does not conform to the contract.

We recommend using an appropriate tracked return service and retaining proof of postage.

Where the goods are faulty, not as described, incorrect or otherwise fail to comply with your statutory rights, Vounkins will bear any reasonable and necessary return postage costs where required by law.

6. REFUNDS FOR CANCELLED ORDERS

Where you validly exercise your statutory right to cancel, we will refund the payments due to you in accordance with applicable law.

For returned goods, we may withhold the refund until:

  • we receive the goods back; or

  • you provide evidence that you have returned the goods,

whichever occurs first where applicable.

Once the relevant requirement has been met, your refund will be processed within the statutory period, normally no later than 14 days.

Refunds will ordinarily be made using the same payment method that you used for the original transaction unless you expressly agree otherwise.

You will not be charged a fee by Vounkins for receiving a statutory refund.

Banking institutions and payment providers may require additional processing time before the refunded amount appears in your account.

7. ORIGINAL DELIVERY COSTS

If you exercise your statutory right to cancel the entire order, we will refund the cost of the least expensive standard delivery option offered by Vounkins for that order, where required by law.

If you selected a more expensive delivery option, such as an enhanced, priority or express service, we are not required to refund the difference between that service and our standard delivery charge.

Additional costs resulting solely from choosing a premium delivery service may therefore remain non-refundable.

8. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

Please contact us as soon as possible if you receive an item that is:

  • faulty;

  • damaged;

  • incorrect;

  • materially different from its description;

  • not of satisfactory quality; or

  • otherwise not compliant with your statutory rights.

Contact:

sales@vounkins.store

Please include, where reasonably possible:

  • your full name;

  • order number;

  • the item concerned;

  • a description of the issue; and

  • photographs or other relevant information that may help us assess the problem.

Providing photographs may help us resolve your claim more quickly, but we will not use unreasonable evidence requirements to prevent you from exercising your statutory rights.

9. 30-DAY SHORT-TERM RIGHT TO REJECT FAULTY GOODS

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract.

Where this statutory right applies, you may be entitled to reject the product and receive a refund.

This right is separate from the 14-day cancellation right that applies to most online purchases.

The 14-day cancellation right can apply simply because you have changed your mind.

The 30-day right to reject concerns goods that do not meet the standards required by consumer law.

10. FAULTS ARISING AFTER 30 DAYS

If a fault becomes apparent after the short-term right to reject has expired, you may still have statutory remedies.

Depending on the circumstances, these may include:

  • repair;

  • replacement;

  • a reduction in price; or

  • a final right to reject the goods and receive an appropriate refund.

Where you are legally entitled to a repair or replacement, it must be provided within a reasonable time, without significant inconvenience to you, and at the trader's necessary cost.

Where a repair or replacement is impossible, disproportionate, unsuccessful or is not provided within a reasonable time without significant inconvenience, further remedies may become available under the Consumer Rights Act 2015.

11. FAULTS WITHIN THE FIRST SIX MONTHS

Where goods develop a fault during the first six months after delivery, UK consumer law generally provides additional protection to consumers.

Unless the circumstances indicate otherwise, the trader may be required to show that the goods complied with the contract when they were supplied.

After the first six months, the consumer may be required to demonstrate that the problem existed when the goods were supplied or resulted from an inherent fault.

These rules do not cover problems caused by normal wear and tear, accidental damage, misuse, failure to follow reasonable care instructions or damage caused by the consumer.

12. LONG-TERM STATUTORY CLAIMS

Some consumer claims relating to goods may be brought for longer periods under UK limitation rules.

The applicable period may be up to:

  • six years in England and Wales; or

  • five years in Scotland,

depending on the legal basis and circumstances of the claim.

These periods are limitation periods for bringing certain legal claims. They do not mean that every Vounkins product has a five-year or six-year guarantee.

The expected lifespan, nature, price, use and condition of the product may all be relevant when assessing a consumer claim.

13. EXCEPTIONS TO THE CHANGE-OF-MIND CANCELLATION RIGHT

Certain products may be excluded from the statutory change-of-mind cancellation right where permitted by law.

Examples can include:

Personalised or Custom-Made Goods

Goods made to your specifications or clearly personalised may not be eligible for cancellation simply because you have changed your mind.

This does not remove your rights where such goods are faulty, not as described or otherwise fail to comply with consumer law.

Sealed Hygiene Products

Goods sealed for health protection or hygiene reasons may lose their change-of-mind cancellation eligibility after the seal has been broken where the statutory exception applies.

Faulty goods remain subject to your statutory consumer rights.

Perishable Goods

Products liable to deteriorate or expire rapidly may be excluded where applicable.

Sealed Audio, Video or Software Products

Sealed audio recordings, video recordings or computer software may be excluded after being unsealed where the statutory exception applies.

Any statutory exception will only be applied where permitted under applicable law.

14. CLOTHING RETURNS

For ordinary clothing purchased online, you may generally try the item on in a reasonable manner to determine fit, size and appearance.

Products should not be worn for extended periods or used in a way that goes beyond normal inspection.

We may make a lawful deduction where handling beyond reasonable inspection has materially reduced the item's value.

The presence or absence of original packaging will not be used to unlawfully remove a statutory right.

15. SALE AND DISCOUNTED ITEMS

Products purchased during a sale, promotion or discount have the same statutory consumer rights as products purchased at full price.

A reduced price does not remove your rights where a product is faulty, not as described or otherwise fails to meet statutory requirements.

Where a product was explicitly sold at a reduced price because of a particular defect that was clearly disclosed to you before purchase, you may not be entitled to rely on that already-disclosed defect as the basis for a claim.

Other statutory rights remain unaffected.

16. EXCHANGES

Where available, you may request an exchange for another size, colour or eligible product.

Exchange availability depends on stock.

Nothing in our exchange procedure affects your statutory rights, including your right to cancel an eligible online order or your remedies for faulty goods.

If an exchange is not available, we may process the matter as a return and refund where appropriate.

17. INCORRECT ITEMS

If we send you a product different from the product you ordered, please contact:

sales@vounkins.store

We will provide appropriate instructions.

You will not be required to bear reasonable return costs for an item supplied incorrectly by us where applicable.

18. ITEMS DAMAGED IN TRANSIT

If your order arrives damaged, please notify us as soon as reasonably possible.

Where useful, please provide photographs of:

  • the product;

  • the outer packaging;

  • the shipping label; and

  • the damaged area.

This information can assist us in investigating the matter with the carrier.

Your statutory rights against Vounkins are not dependent on us successfully recovering compensation from a delivery carrier.

19. LOST OR UNDELIVERED ORDERS

Please contact us if your order has not arrived within the delivery period communicated to you.

Where Vounkins has arranged the delivery service, responsibility for the goods will generally remain with us until the goods are delivered to you or to another person identified by you to receive them, subject to applicable law.

Any rights relating to delayed or failed delivery will be handled in accordance with applicable UK consumer legislation.

20. CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

sales@vounkins.store

Where possible, we will attempt to stop the order before shipment.

If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights after delivery.

21. REFUSED OR UNCOLLECTED PARCELS

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid legal notice of cancellation.

To avoid delays, you should communicate your intention to cancel directly to us at:

sales@vounkins.store

We will handle refunds and reasonable delivery or return costs in accordance with the circumstances of the order and applicable consumer law.

22. PROOF OF PURCHASE

We may reasonably request evidence that the item was purchased from Vounkins.

Acceptable evidence may include:

  • an order confirmation;

  • order number;

  • receipt;

  • payment record;

  • email confirmation; or

  • other reasonable evidence of purchase.

23. MISSING REFUNDS

If we have confirmed that a refund has been issued but it has not yet appeared in your account, please first allow your bank, card issuer or payment provider its normal processing time.

If the refund is still not visible after the relevant processing period, please contact:

sales@vounkins.store

We will investigate the transaction where appropriate.

24. HOW TO START A RETURN

To request a return, contact:

sales@vounkins.store

Please provide:

  • your name;

  • order number;

  • product you wish to return;

  • reason for the return, where relevant; and

  • whether the product is faulty, damaged or incorrect.

You are not required to provide a reason when exercising a statutory change-of-mind cancellation right.

We will then provide the applicable return instructions.

25. RETURN ADDRESS

The appropriate return address will be provided to you as part of the return instructions.

Our legal business details and geographical business address must also be displayed through the relevant Vounkins legal or contact information available on our website.

26. COMPLAINTS

If you are dissatisfied with how a return, refund or consumer-rights issue has been handled, please contact us at:

sales@vounkins.store

Please provide your order number and a clear description of the issue.

We will review complaints fairly and in accordance with applicable consumer law.

27. FAIR TREATMENT OF CONSUMERS

Vounkins will not seek to exclude, restrict or misrepresent consumer rights that apply under UK law.

Information concerning returns, refunds, cancellation rights and product remedies must be presented fairly and must not be used in a misleading manner.

Any voluntary benefit provided by Vounkins is separate from rights that consumers already have by law.

28. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect:

  • changes to our business;

  • operational changes;

  • changes to our services; or

  • changes in applicable law or regulatory guidance.

The version published on Vounkins.store will state the date of its latest update.

Changes to this policy do not remove statutory rights that already apply to an existing purchase.

29. GOVERNING CONSUMER RIGHTS

This policy is intended to operate consistently with applicable UK consumer protection legislation, including, where relevant:

  • the Consumer Rights Act 2015;

  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and

  • the consumer protection provisions of the Digital Markets, Competition and Consumers Act 2024.

Nothing in this policy is intended to exclude or restrict any liability or consumer remedy where doing so would be prohibited by law.

MODEL CANCELLATION FORM

Complete and send this form only if you wish to cancel your contract. You are not required to use this form and may instead send us any clear statement confirming your decision to cancel.

To:
Vounkins
Email: sales@vounkins.store

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods: ______________________________________

Order number: _______________________________

Ordered on: _________________________________

Received on: ________________________________

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):

(required only if this form is submitted on paper)

Date: ______________________________________

CONTACT

For return, refund, cancellation or consumer-rights enquiries:

Vounkins
Website: Vounkins.store
Email: sales@vounkins.store

Your statutory rights are not affected.