Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is in addition to, and does not affect, your legal right to cancel described below under "UK 14-Day Cooling-Off Period."

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 the receipt or proof of purchase.

To start a return, you can contact us at support@vavonna.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@vavonna.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. This is separate from, and does not affect, your statutory rights under the Consumer Rights Act 2015 (see below).

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom or personalised products (special orders or made-to-order items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on gift cards. Sale items remain eligible for return under this policy and under your statutory cancellation right below, unless clearly marked as final sale/clearance at the time of purchase.

Exchanges

The fastest way to ensure you 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.

Your UK 14-day cooling-off period (statutory right)

Under the Consumer Contracts Regulations 2013, if you are a consumer ordering from within the UK, you have a legal right to cancel your order within 14 days of receiving your goods, for any reason and without needing to give a justification. To exercise this right, you must notify us of your decision to cancel within that 14-day window, after which you have a further 14 days to send the goods back to us.

If you cancel under this statutory right, we will also refund the standard delivery cost you paid (though not any premium/express delivery you chose to pay extra for). As with our 30-day policy, the item must be returned in the condition you received it, unworn or unused, with tags, and in its original packaging, along with your receipt or proof of purchase.

This statutory right does not apply to the excluded categories listed above under "Exceptions / non-returnable items" (perishable, personalised/custom, hazardous, and personal care items), in line with Schedule 2 of the Consumer Contracts Regulations 2013.

Your rights if an item is faulty (Consumer Rights Act 2015)

Separately from the above, if your item is faulty, not as described, or unfit for purpose, you have additional statutory rights under the Consumer Rights Act 2015 — including the right to a full refund within 30 days of purchase, or a repair/replacement/price reduction after that. Nothing in this policy limits these rights. Contact us at support@vavonna.com if this applies to you.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund is approved. If approved, you'll be automatically refunded on your original payment method. In line with UK law, refunds will be issued within 14 days of us receiving the returned item (or, if earlier, within 14 days of you providing evidence that you've sent it back). Please note it can take a few additional days for your bank or card provider to process and post the refund.

If more than 14 days have passed since we confirmed your refund and you haven't received it, please contact us at support@vavonna.com.