Legal Document
Returns & Refunds Policy
Last updated: 20 May 2026 · Governed by English law
At a glance
Change of mind
30-day free returns from date of receipt.
Faulty / damaged
Full refund or free replacement. We cover return postage.
Refund timeline
Within 14 days of receiving your return.
Refund method
Returned to original payment method.
Legal basis
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.
1. 30-day returns (our policy) & 14-day statutory right to cancel
We offer 30 days from delivery for change-of-mind returns — exceeding the 14-day statutory minimum under the Consumer Contracts Regulations 2013.
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 condition and, where possible, in original packaging. We reserve the right to deduct for damage caused by handling beyond what is necessary to inspect the item.
2. Return postage
Change of mind
Customer pays postage
Use any tracked postal service. We recommend keeping your proof of postage.
Faulty / damaged / wrong item
We cover return postage
We will send a prepaid returns label by email. Do not post without contacting us first.
3. Faulty, damaged, or misdescribed goods
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.
4. Refund processing
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.
5. Contact & escalation
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) or use the Online Dispute Resolution platform at ec.europa.eu/odr.
6. Model cancellation form
An email with your order number and a statement of cancellation is equally valid. You may use the form below if you prefer.
To: VividLook, support@vividlook.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number: _______________
Ordered on / received on: _______________
Name: _______________
Signature (paper only): _______________
Date: _______________