Return window and cancellation period

For eligible online purchases, you may notify Vynovena that you wish to cancel and return your order within 14 days after the day on which you receive the products.

After notifying us of your decision, you must send the eligible products back within the following 14 days.

You do not need to provide a reason for exercising an applicable statutory cancellation right.

This change-of-mind process is separate from your rights where a product is faulty, damaged, incorrect, not fit for purpose or not as described.

Nothing in this policy limits mandatory consumer rights available under applicable law.

Return eligibility and product condition

You may inspect and try on clothing in the same way you reasonably would in a physical shop. Please take reasonable care of each product while it is in your possession.

Returned products should, where applicable, be:

• Unworn other than for a reasonable fitting.
• Unwashed and unaltered.
• Free from damage caused after delivery.
• Returned with original tags attached where possible.
• Returned with all belts, accessories and included components.
• Securely packaged to prevent damage during return transit.

Please avoid makeup marks, deodorant marks, tanning products, perfume, smoke, strong odours, pet hair or other signs of use when trying on clothing.

Where handling goes beyond what is reasonably necessary to inspect the nature, characteristics and fit of a product, and that handling reduces its value, a lawful deduction may be made from the refund.

How to start a return

Returns sent without prior contact, without sufficient identifying information or to an incorrect destination may experience delays.

Return shipping costs

For an eligible change-of-mind return, the customer is normally responsible for the direct cost of returning the products unless Vynovena has agreed otherwise or applicable law requires a different outcome.

We recommend using a tracked service that provides proof of postage and delivery.

Vynovena is not responsible for return parcels sent to an incorrect, incomplete or unconfirmed return destination.

Where a product is confirmed as faulty, damaged on arrival, materially misdescribed or incorrectly supplied, reasonable return costs will be handled in accordance with applicable consumer law.

Refund inspection and processing

Once a returned parcel is received, we will inspect the products and notify you regarding the outcome of the return.

Approved refunds will be issued to the original payment method unless another method has been expressly agreed.

Where permitted, reimbursement may be withheld until the returned products are received or you provide acceptable evidence that they have been sent.

Swipe horizontally to view the complete refund table.

Approved statutory cancellation refunds are normally processed without undue delay and within the applicable legal timeframe after the returned products or valid evidence of return have been received.

After Vynovena issues a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

Faulty, damaged, incorrect or misdescribed products

Please inspect your order promptly after delivery and contact us if a product:

• Arrives damaged.
• Has an apparent manufacturing fault.
• Is materially different from its product description.
• Is not the product, colour or size ordered.
• Is missing an included component.

Please provide:

• Your full name and order number.
• A clear description of the problem.
• Clear photographs showing the affected area.
• Photographs of the parcel and shipping label where relevant.

Keep the product and original packaging until customer support provides further instructions. Do not send it back without receiving the correct return information.

Where applicable, consumers may have a short-term right to reject qualifying faulty goods within 30 days. Depending on the circumstances, other remedies may include repair, replacement, price reduction or refund.

Products excluded from change-of-mind returns

The following products may be excluded from change-of-mind returns where the exclusion is legally permitted:

• Products made to your specifications or clearly personalised.
• Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been removed.
• Underwear, lingerie or swimwear where a protective hygiene seal has been removed, damaged or altered.
• Earrings or pierced jewellery where sealed hygienic packaging has been opened.
• Gift cards and products clearly identified as non-returnable, where legally permitted.

Sale and promotional products are not automatically excluded from statutory cancellation rights or legal remedies for faulty goods.

Contact customer support before returning a product if you are unsure whether it qualifies.

Exchanges

Direct exchanges are not guaranteed because product availability may change quickly.

The most reliable way to obtain a different size, colour or style is normally to place a new order and return the original eligible product separately.

Contact customer support before returning the original product.

Cancelling or changing an order

Contact us as soon as possible if you wish to cancel an order or change its size, colour, quantity or delivery address.

We will try to accommodate the request before the order enters processing, but changes and cancellations cannot be guaranteed.

If the order has already been dispatched, you may need to receive it and follow the return process explained in this policy.

Cancelling an order before dispatch does not remove any applicable statutory cancellation right.

International returns

International customers must contact us before returning any product so that the correct destination and instructions can be provided.

Unless required otherwise by applicable law or agreed by Vynovena, international change-of-mind return postage is the customer’s responsibility.

Complete customs documentation accurately and identify the parcel as returned merchandise where appropriate.

Original import duties, customs charges and local taxes collected by government authorities or carriers may not be refundable by Vynovena.

Customers outside the United Kingdom may also have mandatory consumer rights under the laws of their country or region. This policy does not remove rights that cannot lawfully be excluded.