Refund policy

Last updated: 5 July 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. Nothing in this policy affects your statutory rights.

## 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, notify House of Vayne within 14 days of delivery by emailing hello@houseofvayne.co.uk.

**Exemption for opened supplements:** our products are sealed goods that are not suitable for return once unsealed, for health protection and hygiene reasons. Under the Regulations, the cooling-off right does not apply to any product where the tamper-evident seal has been broken. Unopened boxes and sealed individual shots remain fully returnable within the 14-day period.

## 2. Return Conditions

**Unopened products (14-day cooling-off period):**

Products must be returned in their original, unopened packaging with seals intact. A full refund will be issued upon receipt and inspection.

**Faulty, damaged, or misdescribed products:**

If your product arrives faulty, damaged, or not as described, please contact us immediately at hello@houseofvayne.co.uk. Under the Consumer Rights Act 2015, you are entitled to a replacement or full refund at our expense, including return shipping costs. This right applies whether or not the product has been opened, and is not limited by the 14-day cooling-off period.

## 3. 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.

## 4. Refund Method

Refunds will be processed to your original payment method. Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

## 5. 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.

Subscription deliveries carry the same statutory rights as one-time orders, including the 14-day cooling-off period on each delivery, subject to the sealed-goods exemption above.

## 6. Return Exclusions

The following are not eligible for return (this does not affect your rights for faulty, damaged, or misdescribed products):

- Products returned outside the 14-day cooling-off period
- Products where the tamper-evident seal has been removed or broken
- Products that show signs of misuse, damage beyond normal use, or tampering
- Products returned without a valid returns authorisation number
- Products damaged in transit due to inadequate packing (we recommend insured shipping)

## 7. 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, damage, or misdescription, where your statutory rights apply in full.

## 8. 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.

## 9. 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.