Refund policy
Vices & Virtues Ltd
Returns Policy
At Vices & Virtues, every piece is created with a commitment to quality, purpose and craftsmanship. We want you to shop with confidence, knowing that if something isn't quite right, we're here to help.
This Returns Policy explains our voluntary returns policy alongside your statutory rights under UK consumer law. Nothing in this policy limits or affects those rights.
Our Returns Promise
We are committed to providing a fair, transparent and professional returns experience while maintaining the premium standards expected of the Vices & Virtues brand.
Cancelling Your Order Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at info@vicesvirtues.shop.
Where your order has not entered fulfilment or production, we will cancel it and issue a full refund to your original payment method.
If your order has already been dispatched, the Returns After Delivery process below will apply.
Returns After Delivery
In addition to your statutory rights, we offer a 30-day voluntary returns policy. This means you have 30 days from the date you receive your order to request a return.
For online purchases, UK consumer law also gives you the right to cancel your order within 14 days beginning the day after you receive your goods. To exercise this right, you must notify us within this period. Once you've notified us, you must return the goods within a further 14 days, unless we agree to a longer period.
Returns requested outside these timeframes will only be accepted where required by law or otherwise authorised by Vices & Virtues.
Return Eligibility
To be eligible for a return, your item must:
- Be unworn, unused and unwashed (where applicable)
- Be in the same condition as received
- Include all original tags, packaging and accessories where reasonably applicable
- Be accompanied by your receipt, order confirmation or other proof of purchase
Items showing signs of wear, washing, makeup, perfume or fragrance, deodorant, pet hair, damaged packaging or broken hygiene seals may not qualify for a voluntary return unless your statutory rights apply.
Items returned without first requesting a return may not be accepted.
How to Start a Return
To request a return, please contact our Customer Care Team at info@vicesvirtues.shop with:
- Your order number
- Your full name
- The reason for the return
- Supporting photographs where applicable (for damaged, faulty or incorrect items)
If your return is approved, we'll provide instructions on how and where to return your item.
Where required, we'll also provide a Returns Request Form. Please complete the form and include it with your return parcel to help us process your return as quickly as possible.
Return address:
[INSERT RETURN ADDRESS]
Inspection of Returned Goods
All returned items are carefully inspected upon arrival.
If your return meets our eligibility requirements, it will be processed promptly. If it does not, we may decline the return and explain the reason. Where appropriate, we can return the item to you at your expense.
This does not affect your statutory rights.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as reasonably possible at info@vicesvirtues.shop. We may request photographs to help assess the issue before arranging the appropriate remedy in accordance with UK consumer law.
Where an item is confirmed as faulty, damaged or incorrectly supplied, we will resolve the issue as quickly as possible in accordance with your statutory rights.
Return Shipping
Unless your return relates to a verified faulty, damaged or incorrectly supplied item, you are responsible for the cost of returning goods to us.
We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.
Exceptions
The following items cannot be returned unless they are faulty or not as described:
- Personalised or custom-made products
- Personal care or hygiene products where unsuitable for return for health protection or hygiene reasons once opened
- Perishable goods
- Hazardous materials, flammable liquids or gases
- Gift cards
- Sale or clearance items (unless faulty or required by law)
If you're unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
Where stock is available, we are happy to offer exchanges for alternative sizes or products.
If an exchange cannot be fulfilled because stock is unavailable, we may instead offer a refund (where applicable) or store credit in accordance with this policy.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Refunds are typically processed within 10 business days, although your bank or card provider may take additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at info@vicesvirtues.shop.
Store Credit
Where appropriate, we may also offer digital store credit as an alternative return resolution. Where UK consumer law entitles you to a refund, accepting store credit is entirely your choice.
European Union Customers
If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving your goods without providing a reason, subject to applicable consumer protection laws.
Returned items must be in the same condition as received, unworn, unused, with original tags and packaging, together with proof of purchase.
Your Statutory Rights
Nothing in this Returns Policy excludes, limits or affects any rights you have under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable law.