Refund policy
Returns & Refunds Policy
At Vaultier, we want you to be completely satisfied with your purchase. This policy explains your rights when returning an item and how we process refunds. Nothing in this policy affects your statutory rights under UK consumer law.
Your statutory rights
As a consumer, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Goods we supply must be as described, fit for purpose and of satisfactory quality. These rights are in addition to the commercial return policy set out below.
14-day cancellation right (cooling-off period)
If you are buying as a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, contact us at support@vaultier-uk.com with a clear statement of your decision to cancel. After cancelling, you have a further 14 days to return the goods to us.
Our 60-day return policy
In addition to your statutory cancellation right, Vaultier offers an extended return window of 60 days from the date you receive your order. Within this period you may return eligible items for a refund.
- Return window: 60 days from delivery
- Return shipping: free of charge
- Restocking fee: none
- Final-sale items: none — all items are eligible for return
Condition of returned items
To qualify for a refund, items must be returned unworn and undamaged, in their original condition, together with all original packaging, boxes, manuals, certificates, warranty cards and any accompanying documents ("papers"). You may handle and inspect an item as you would in a shop, but we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Faulty or misdescribed items
If an item is faulty, damaged on arrival or not as described, you have the right to reject it for a full refund within 30 days of receipt under the Consumer Rights Act 2015. Please contact us as soon as possible so we can arrange a return and resolve the issue at no cost to you.
How to return an item
- Email support@vaultier-uk.com with with your order number and the reason for return.
- We will provide return instructions and a prepaid return label.
- Pack the item securely with all original packaging and documents.
We strongly recommend using a tracked, insured service for high-value items. Until the item reaches us, it remains your responsibility.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are issued to your original payment method within. We will refund the full price of the goods and the standard delivery cost. Where you chose an enhanced or upgraded delivery option, we refund only the cost of our standard delivery.
Contact us
For any questions about returns or refunds, email support@vaultier-uk.com