At Vitrinny, we are committed to providing our customers with a secure and satisfying shopping experience. Our returns and exchange policy ensures that you are protected in the event of any issues with your purchase.
1. Defective or Incorrect Items
All our products are covered by a guarantee against manufacturing defects.
If you receive an item that is defective or different from what you ordered, please follow the steps below:
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Contact us within 7 working days of receiving your order.
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Provide your full name, order number, item(s) in question, and a detailed description of the issue, including photos if possible.
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Our Quality Control Team will review your request and respond within 7 working days with the next steps.
If the issue is confirmed, you will have the option to:
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Receive a full refund
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Receive a replacement item (identical to the one ordered)
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Choose a different item of equivalent value
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Receive a store credit voucher for future purchases
2. Exchanges for Faults After 7 Days
If the product shows signs of a defect after the 7-day period but within 90 days of delivery, you may still contact us for a product review. Please include:
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Your full name
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Order number
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A description of the defect
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Supporting images or videos
Our team will evaluate your case. If approved, an exchange or other resolution will be arranged. Requests made after 90 days will not be eligible for return or exchange.
3. Change of Mind / Right to Cancel
In accordance with UK Consumer Contracts Regulations, you may cancel or return your order for any reason within 14 calendar days of receiving your item.
To be eligible:
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The item must be unused, in original condition, and include all tags and original packaging.
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You must contact us before sending the item back. Returns without prior communication will not be accepted.
4. Refunds
Once your return is received and inspected:
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Approved refunds will be processed via the original payment method (Credit/Debit Card or PayPal) within 7 working days.
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Depending on your card issuer or bank, the amount may take up to 30 business days to appear on your account.
5. Return Shipping
Unless the item is defective or incorrect:
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Return shipping costs are the responsibility of the customer
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Items returned without prior communication, incomplete, or damaged will be rejected and returned at the customer’s expense
6. Rejected Returns
Returns that do not meet our policy criteria (used, damaged, missing packaging, etc.) will be returned to the customer via a tracked service. Shipping costs for rejected returns must be paid by the customer.
Vitrinny does not accept liability for return shipping fees, chargebacks, or exchanges for items not previously authorised by our support team.
For any assistance or clarification, please contact us at:
[Insert your support email or contact form link]
