Last Updated: 7/7/2025
We want you to be completely satisfied with your purchase from Vendextify. If you are not happy for any reason, or if you have received a faulty item, please review our policy below.
This policy applies to orders placed within the United Kingdom.
1. Right to Cancel (Change of Mind Returns – For Non-Defective Products)
Under the Consumer Contracts Regulations 2013, if you are a consumer in the UK/EU, you have the right to cancel your order and return unwanted goods within 14 days of receiving your order.
- Notification Period: You must inform us of your decision to cancel within 14 days from the day after you receive your order. You can do this by contacting us via email at [email protected] or through our contact form. Please provide your order number.
- Return Period: Once you have notified us of your cancellation, you must return the goods within another 14 days.
- Condition of Goods for Return: For a change of mind return to be accepted, the product must be returned in new condition, unused, and in its original unopened packaging. If the product packaging has been opened or the item used, even slightly, we may be unable to accept the return or may make a deduction from the refund.
- Please note: While we require items to be returned in new, unopened condition for change of mind, UK consumer law allows you to handle and inspect goods purchased online as you would in a shop to establish their nature, characteristics, and functioning. Returning items after such handling, if the item is still otherwise in ‘new’ condition, may still be acceptable under your statutory rights. If you have questions about this, please contact us or seek legal advice.
- Return Method: Returns for change of mind are only accepted by mail. Instructions will be provided when you contact us to initiate the return.
- Return Shipping Cost: You will be responsible for the cost of returning the goods for ‘change of mind’ returns. We recommend using a tracked service as we cannot be responsible for returns lost in transit.
- Restocking Fee: We do not charge a restocking fee for returns.
- Refund: We will issue a refund within 14 days of receiving the returned goods or receiving proof that you have returned the goods (whichever is earlier). The refund will include the original cost of the goods and the cost of standard delivery (if you paid for delivery). If you chose a more expensive delivery option (e.g., express delivery), we will only refund the cost of standard delivery.
2. Faulty, Damaged, or Incorrect Goods (For Defective Products)
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.
- If you receive goods that are faulty, damaged, or incorrect, please contact us immediately (ideally within 30 days of receipt for faulty goods, or within a reasonable time for incorrect/damaged goods) at [email protected] with your order number and details of the issue, including photographic evidence if possible.
- The strict “new condition, unopened packaging” requirement mentioned above does not apply to returns of faulty, damaged, or incorrect goods.
- We will provide instructions on how to return the item to us. Returns for faulty items are accepted by mail.
- Return Shipping Cost: If the goods are found to be faulty, damaged, or incorrect, we will cover the cost of the return shipping.
- Resolution: Depending on the issue and how long you have had the goods, you may be entitled to a repair, replacement, or a full or partial refund. We will process the resolution within a reasonable time frame.
3. Exchanges
We accept exchanges for items returned within the 14-day window from receipt, provided they meet the condition requirements for returns (new, unused, in original unopened packaging) as outlined in section 1.
- To arrange an exchange, please contact us at [email protected].
- Exchanges are processed by mail.
- You may be responsible for the shipping cost of returning the original item, as per our standard return shipping policy (section 1). We will cover the standard shipping cost of sending out the replacement item.
- Availability of the item you wish to exchange for is subject to stock.
4. Items Excluded from Returns & Exchanges
Certain items may be excluded from change of mind returns or exchanges unless they are faulty. This typically includes:
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (e.g., some cosmetics, underwear, earrings – only if unsealed by the customer).
- Goods that have been personalised or made to your specific requirements.
- Sealed audio or sealed video recordings or sealed computer software if they have been unsealed after delivery.
- Digital content if it has been downloaded.
- Perishable goods.
- Goods which become mixed inseparably with other items after delivery.
Please note: This list primarily applies to change of mind returns. Your statutory rights regarding faulty goods are not affected.
5. How to Initiate a Return or Exchange
To initiate a return or exchange, please contact our customer service team at [email protected] with your order number and reason for return/exchange. We will guide you through the process and provide instructions for returning the item by mail.
6. Refunds
Refunds will be processed back to the original method of payment used for the purchase. Once we have received the returned item(s) and they have been inspected, we will process your refund.
- Refund processing time: Your refund will be processed within 7 days of us receiving the returned goods.
- The actual time for the funds to appear in your account may vary depending on your bank or payment provider.
- We will issue the refund within the legally required timeframe, which is within 14 days of receiving the goods back or receiving proof that the goods were returned.
7. Contact Us
If you have questions about this Return and Refund Policy, please contact us at [email protected] or refer to our Contact Us page.