Legal

Return & Refund Policy

Last updated: [PLACEHOLDER – insert publication date]

At Vioroni we want you to be genuinely happy with what you buy. If something isn't right, this policy explains how to return it, when you're entitled to a refund, and the rights you have under UK law. Nothing here affects your statutory rights.

1. Overview

You may return most items within 30 days of receiving your order for a refund, provided they meet the conditions below. This 30-day window is our own store policy and sits on top of the legal cancellation rights described in Section 2.

2. Your legal right to cancel (online orders)

Because you're buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period. This means you have the right to cancel your order for any reason, without giving a reason, from the moment you place it up to 14 days after the day you (or someone you nominate) receive the goods.

  • To cancel, simply tell us in a clear statement — email help@vioroni.com — before the 14 days end. You may use the model cancellation form, but you don't have to.
  • After cancelling, you must send the goods back without undue delay and within 14 days.
  • We will refund all payments received from you within 14 days of receiving the goods back, or of you providing proof that you've sent them, whichever is sooner. As we offer free shipping, there is normally no separate outbound delivery charge to refund.
  • We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what's necessary to establish their nature, characteristics and function (i.e. more than you would in a shop).

Our 30-day store policy is more generous than the 14-day legal minimum, so in most cases you can simply follow Section 3.

3. Our 30-day return window

You have 30 days from the date your order is delivered to request a return for a refund or exchange. Requests made after 30 days may be declined, though we'll always consider faulty items under Section 10 regardless of the date.

4. Condition of returned items

To be eligible for a refund or exchange, items must be:

  • Unworn and unused, with no signs of wear, marks, odours or damage;
  • In their original condition with all tags and labels still attached;
  • Returned in their original packaging where practical.

We reserve the right to refuse a return, or to reduce a refund, if an item is returned in a condition that isn't as described above.

5. Non-returnable items

For hygiene, safety or legal reasons, some items may not be eligible for return once opened or unsealed. [PLACEHOLDER – list any non-returnable categories, e.g. underwear/swimwear once the hygiene seal is broken, pierced jewellery, gift cards, personalised or made-to-order items, final-sale/clearance items. If there are none, state "There are currently no non-returnable categories."]

6. How to start a return

  1. Email help@vioroni.com with your order number and the item(s) you'd like to return, or use our returns portal at [PLACEHOLDER – returns portal URL, if any].
  2. We'll confirm your return and send instructions, including the return address and any label.
  3. Pack the item securely (original packaging where possible) and send it back within the timeframe we confirm.

Please don't send items back before contacting us, as we may be unable to process unannounced returns.

7. Return postage

[PLACEHOLDER – state who pays for return postage and how. For example: "We provide a prepaid returns label free of charge" OR "Return postage is the customer's responsibility except for faulty or incorrect items, where we cover the cost." Also confirm the returns address: PLACEHOLDER – returns address.]

For cancellations under your 14-day legal right (Section 2) and for faulty or incorrect items (Section 10), we cover the cost of return where required by law. We recommend using a tracked service and keeping proof of postage, as items remain your responsibility until they reach us.

8. Refunds

  • Once we receive and inspect your return, we'll email to confirm whether your refund is approved.
  • Approved refunds are issued to your original payment method. If you paid with Klarna or a similar service, your refund is processed back through that provider.
  • Refunds are typically processed within 5–10 business days of us receiving the item. It may then take additional time for your bank or card provider to show the funds.
  • We refund the price you paid for the item(s). As delivery is free, there is no separate delivery charge to refund.

9. Exchanges

The quickest way to exchange for a different size or colour is to return the original item for a refund and place a new order. If you'd prefer a direct exchange, email help@vioroni.com and we'll help where stock allows.

10. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item arrives faulty, damaged or not what you ordered:

  • Contact help@vioroni.com as soon as possible, ideally with a photo, and we'll make it right.
  • If you let us know within 30 days of receipt, you're generally entitled to a full refund.
  • After 30 days, you may be entitled to a repair or replacement, and to a refund if a repair or replacement isn't possible or fails.
  • We cover reasonable return postage costs for faulty, damaged or incorrect items.

11. International returns

The same 30-day window and conditions apply wherever you are. For orders delivered outside the United Kingdom, please note:

  • Contact help@vioroni.com first and we'll confirm the return address and instructions.
  • Return postage for international change-of-mind returns is [PLACEHOLDER – state who pays and any cost]. For faulty, damaged or incorrect items, we cover the cost.
  • Please mark the parcel clearly as "returned goods" so it isn't treated as a new import.
  • Any import duties or taxes you paid to receive your order are set by your local customs authority, not by us. Where an item is returned, you may be able to reclaim these directly from that authority — we're unable to refund duties or taxes on their behalf.
  • We recommend a tracked service and keeping proof of postage, as items remain your responsibility until they reach us.

12. Orders paid with buy-now-pay-later

If you paid using Klarna or a similar provider, you remain responsible for your instalments until the refund is processed and reflected by that provider. Contact us if you have any trouble and we'll help resolve it.

13. Contact us

For anything to do with returns or refunds:

Vioroni is a UK-based retailer. Legal entity, registered address and company details: [PLACEHOLDER – registered company legal name, company registration number, registered UK office address].