Refund policy

Refund & Returns Policy

EU Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. Your return window is 30 days from the date you (or a third party nominated by you) receive the last item in your order. This window extends over weekends and public holidays.

To exercise your right of withdrawal, you must inform us of your decision before the return window expires by contacting us at Support@thevaultcollectiveltd.co.uk.

Cancellations

You may cancel your order at any time before it has been fulfilled. To request a cancellation, please contact us as soon as possible at Support@thevaultcollectiveltd.co.uk or use the self-serve cancellation option in your order confirmation.

Returns

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at Support@thevaultcollectiveltd.co.uk or use the self-serve returns option available in your account. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including perishable goods, custom or personalised products, and personal care goods. We also cannot accept returns on hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.

Please note: if you are an EU customer exercising your statutory right of withdrawal, different rules may apply. Please contact us for guidance.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds

Once we've received and inspected your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method. Please allow time for your bank or card provider to post the refund.

For any questions, contact us at Support@thevaultcollectiveltd.co.uk.