Refund policy

 Returns & Refunds Policy

At Vayuu, we want you to be happy with your order. If you wish to return a product, you may do so within 30 days of receiving it, provided that it is returned in its original condition.

Returns

To be eligible for a return:

  • the item must be returned within 30 days of delivery
  • the item must be in its original condition
  • the customer must arrange and pay for the return shipping unless the item is faulty or damaged

Where a customer returns an item that is not faulty or damaged, the customer is responsible for the cost of return postage. Under UK guidance, customers can be required to bear return costs for unwanted items, provided this is made clear before purchase. 

Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible after delivery with:

  • your order number
  • a description of the issue
  • clear photographic proof of the fault or damage

If we confirm that the item is faulty, damaged, or incorrect, Vayuu will bear the reasonable cost of return shipping and will offer an appropriate remedy, which may include a refund, replacement, or exchange in line with your statutory rights. Under the Consumer Rights Act 2015, the trader must bear reasonable return costs for rejected faulty goods. 

Refunds

Once the returned item has been received and inspected, any approved refund will be issued to the original payment method. Where a refund is due for a valid cancellation of an online order, UK guidance says it should generally be made within 14 days of receiving the goods back or proof of return. 

Non-Returnable / Reduced Refund Situations

We may refuse a return or reduce any refund where:

  • the item is not returned in its original condition
  • the item has been used, damaged, or altered beyond what is necessary to inspect it
  • insufficient proof of a reported fault or damage is provided

UK guidance allows deductions where returned goods have been used or damaged beyond necessary inspection. 

Important Note

This Returns & Refunds Policy is separate from our Cancellation Policy, which explains any rights relating to subscription cancellation and distance-selling cancellation rights.