Refund policy

Effective date: 1 September 2025

Overview

We want you to be happy with your purchase from Vaultskin. This policy explains how returns and refunds work for orders placed on our website. It does not affect your statutory rights.

30-Day Return Policy (Store Policy)

You have 30 days from the date you receive your item to request a return.

To be eligible, the item must be in the same condition you received it: unworn/unused, with tags, and in the original packaging. Please include your receipt or proof of purchase.

How to Start a Return

Contact us at info@vaultskin.com with your order number and reason for return.

If your return is approved, we will send you return instructions (including the return address). Please do not send items back without first requesting a return, unauthorised returns may be refused.

Marketplace orders (e.g., Amazon, eBay, etc.): please initiate returns through the marketplace where you purchased, following their return process.

Return Shipping & Costs

Unless your item is defective, damaged, or we sent the wrong item, you are responsible for the cost of return shipping. We recommend a trackable shipping service and, for items valued over $75/€75/£75, purchasing shipping insurance. We cannot guarantee receipt of items returned without tracking.

Damages, Defects & Wrong Item

Please inspect your order on delivery and contact us immediately if the item is defective, damaged, or incorrect so we can evaluate and make it right. For approved quality issues, we will cover reasonable return shipping costs or provide a prepaid label.

Exchanges

To get your preferred item quickly, return the item per this policy and place a new order once the return is approved. If you prefer, contact our customer service to discuss available options.

Exceptions / Non-Returnable Items

For hygiene/safety and legal reasons, certain items cannot be returned once opened/used (e.g., sealed personal-use items) or where goods are personalised or made to order. Hazardous materials, flammable liquids or gases cannot be returned. If you are unsure whether your item is returnable, please contact us.

Note on sale items: Sale items follow our standard returns policy. This does not affect your statutory rights (see “EU/UK 14-Day Cooling-Off” below).

EU/UK 14-Day Cooling-Off (Distance Selling)

If you are a consumer resident in the EU or UK and your order was shipped to the EU or UK, you have the legal right to cancel most online purchases within 14 days of delivery without giving a reason.

  • To exercise this right, email info@vaultskin.com with a clear statement of cancellation within 14 days of delivery.
  • You must send the goods back within 14 days of notifying us. Unless we state otherwise, you pay the direct cost of return.
  • We will refund all payments received from you, including the least expensive standard delivery (if charged), without undue delay and no later than 14 days after we receive the goods back or you provide evidence of having sent them back, whichever is earlier.
  • You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exclusions: The right to cancel may not apply to personalised goods or sealed goods not suitable for return for health protection/hygiene once unsealed.

Refunds

We will notify you when we receive and inspect your return and confirm whether the refund is approved. If approved, we will process the refund to your original payment method. Please remember it can take time for your bank or card issuer to post the refund.

  • Timing: For discretionary store returns, refunds are typically issued within 10 business days of approval. For EU/UK cooling-off cancellations, refunds will be issued as described in the section above (no later than 14 days after receipt/evidence of return).
  • Shipping: Original shipping charges are not refundable unless the return is due to our error or the item is defective under applicable consumer law.

If more than 15 business days have passed since your refund approval and you have not received funds, please contact us at info@vaultskin.com.

Consumer Rights (UK/EU)

Nothing in this policy limits rights you may have under mandatory consumer protection laws (e.g., UK Consumer Rights Act 2015 / EU consumer law). Where goods are faulty, misdescribed or not fit for purpose, you may be entitled to a repair, replacement or refund and reimbursement of reasonable return costs, in accordance with applicable law.

Contact

Email: info@vaultskin.com

Return address: Provided in your return authorisation email (please contact us first).