Refund policy
Last updated: 30 March 2026
Introduction
At House of Vayne, we stand behind the quality of our products. This Returns & Refund Policy outlines the terms under which you may return products and receive a refund.
1. Consumer Rights and Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory 14-day cooling-off period from the date of delivery during which you may cancel your order for any reason.
To exercise your cooling-off right, you must notify House of Vayne within 14 days of delivery by emailing hello@houseofvayne.co.uk.
2. House of Vayne Satisfaction Guarantee
In addition to your statutory rights, House of Vayne offers a 30-day satisfaction guarantee. This means you may return products within 30 days of delivery and receive a full refund, limited to one refund per customer.
3. Return Conditions
Unopened Products (14-day cooling-off period):
Products must be returned in their original, unopened packaging. Full refund will be issued upon receipt and inspection.
Opened Products (within 20-day satisfaction guarantee):
Products may be returned even if opened, provided they are within the 30-day guarantee period. Full refund will be issued. One refund per customer applies.
Faulty or Damaged Products:
If your product arrives faulty or damaged, please contact us immediately at hello@houseofvayne.co.uk. We will arrange a replacement or full refund at our expense, including return shipping costs.
4. Return Process
Step 1: Email returns@houseofvayne.co.uk with your order number, the product you wish to return, and the reason for return.
Step 2: We will issue a returns authorisation number and provide return instructions within 24 hours.
Step 3: Pack the product securely and include your returns authorisation number inside the package.
Step 4: Post the return to the address provided. We recommend using tracked delivery.
5. Refund Method
Refunds will be processed to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
6. Subscription Cancellations and Refunds
Cancellation: You may cancel your subscription at any time via your account dashboard or by emailing hello@houseofvayne.co.uk.
Refunds for Current Cycle: If you cancel after your next payment has been processed but before dispatch, we may consider a refund on a case-by-case basis.
Pause and Skip: You may pause or skip deliveries at any time via your account dashboard at no cost.
7. Return Exclusions
The following are not eligible for return:
• Products returned more than 30 days after delivery
• Products that show signs of misuse, damage beyond normal use, or tampering
• Products where the tamper-evident seal has been removed or broken (except for faulty products)
• Products returned without a valid returns authorisation number
• Products damaged in transit due to inadequate packing (we recommend insured shipping)
8. Final Sale Items
Certain items may be marked as “final sale” on the product page. Final sale items are not eligible for return except in cases of fault or damage.
9. Exchanges
If you would like to exchange a product for a different size, variant, or item, please contact us at returns@houseofvayne.co.uk. We will assess your request and provide instructions for exchange.
10. Contact Us
If you have questions about returns or refunds:
Email: returns@houseofvayne.co.uk
Email (Subscriptions): hello@houseofvayne.co.uk
Address: 1st Floor Swan Building, 20 Swan Street, Manchester, M4 5JW
Response Time: within 24 hours on business days.