1. 14-Day Right of Withdrawal (Change of Mind)

UK consumers have the legal right to cancel their order within 14 days of receiving the goods without giving a reason.

• You may inspect the product as you would in a physical store.
• The item must not show signs of use beyond what is necessary to assess its nature, characteristics, and functionality.
• The product should be returned in its original condition and packaging where possible.

Refund Includes:

• Full purchase price of the item
• Standard delivery cost (if paid)

Return Shipping: The customer is responsible for return shipping costs when cancelling under the 14-day right of withdrawal.

2. 30-Day Returns for Damaged, Defective, or Incorrect Items

In addition to your statutory rights, we offer a 30-day return policy for:

• Damaged products
• Defective products
• Incorrectly delivered items

For these cases:

• Return shipping is free.
• A replacement or exchange is available.
• Full refund available if preferred.
• No restocking fees apply.

Exchanges are only available for defective, damaged, or incorrectly delivered items. We do not offer exchanges for change of mind or preference.

3. Refund Process & Timeline

• Returned items are inspected within 2 business days of receipt.
• Approved refunds are processed within 7 business days.
• Refunds are issued using the original payment method.

Your bank or payment provider may take additional time to post the refund to your account.

4. Refused Delivery or Uncollected Packages

If a delivery is refused or not collected and returned to us:

• We will refund the order once the item is received and inspected.
• Original outbound shipping costs may be deducted where applicable.
• Return shipping charges incurred may also be deducted.

5. Non-Returnable Items

The following items cannot be returned unless faulty:

• Gift cards
• Downloadable software or digital products
• Items exempt under UK consumer law

6. How to Start a Return

To initiate a return, please contact us at:

Email: support@vaylenza.com

Please include:

• Your order number
• Reason for return
• Photos (for damaged or defective items)

We will provide return instructions. Please ensure items are securely packaged before returning.