Returns & Refunds Policy

This policy is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the E-Commerce Regulations 2002. These rights apply to all consumers purchasing from VividLook online for personal use. Business purchases are excluded from statutory consumer rights.

You do not need to give any reason for a return. To begin a return, email support@vividlook.co.uk with your order number and the items you wish to return. We will reply within one business day.

Items must be returned in unused, "as new" condition and, where possible, in original packaging with all labels attached. For hygiene reasons, some items cannot be returned once unsealed or used — for example pierced jewellery. We reserve the right to deduct for damage caused by handling beyond what is necessary to inspect the item.

Personalised items (for example a mug printed with your family name) are made to your specifications, so the 30-day change-of-mind return and the 14-day right to cancel do not apply to them (Consumer Contracts Regulations 2013, regulation 28(1)(b)). You confirm the spelling before ordering and we check every order by hand before printing. If a personalised item arrives faulty, damaged or printed differently from what you confirmed, your rights under section 3 below apply in full and we will replace or refund it.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty or damaged:

• Within 30 days of delivery: you may request a full refund (short-term right to reject)
• Within 6 months: we will offer a free repair or replacement; if not possible, a full refund
• Up to 6 years from purchase: you may still make a claim (after 6 months the burden of proof shifts to you)

Please email us with your order number and photos of the damage within 48 hours of receipt where possible.

We process refunds within 14 days of receiving the returned goods (or proof of return). Refunds are made to your original payment method. Stripe processing typically takes 3–5 business days after we initiate the refund.

On a valid change-of-mind return we refund the full item price plus standard delivery cost. We do not refund upgraded delivery charges or your return postage cost.

Email us at support@vividlook.co.uk with your order number. We aim to respond within one business day.

If you are not satisfied with our response you may contact the Citizens Advice consumer helpline on 0808 223 1133 (free, Monday–Friday) for independent guidance on your consumer rights.

An email with your order number and a statement of cancellation is equally valid. You may use the form below if you prefer.