Refund Policy

Refund policy

Vault-12 Returns & Refund Policy

We hope you are satisfied with your Vault-12 purchase. As a small independent brand producing limited quantities, we keep our returns policy as strict as legally permitted.

Change-of-Mind Returns

If you purchase an item from Vault-12 online, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must contact us within this 14-day period and clearly state that you wish to cancel and return your order.

Once you have notified us, you must return the goods to us within a further 14 days.

Returns requested outside the statutory cancellation period will not normally be accepted unless the item is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights.

Return Condition

Returned garments should be:

Unworn other than reasonable inspection or trying on
Unwashed
Free from marks, stains, odours, pet hair, cosmetic residue or other signs of use
Returned with original swing tags, labels and packaging wherever possible
In a condition suitable for resale

Customers are entitled to inspect garments in the same way they reasonably could in a physical shop.

Where an item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced as a result, Vault-12 reserves the right to make an appropriate deduction from the refund where legally permitted.

Return Postage

For change-of-mind returns, including orders where the customer has selected the wrong size or no longer wants the item, the customer is responsible for the cost of returning the goods.

We strongly recommend using a tracked postal service.

Vault-12 is not responsible for returned parcels that are lost or damaged before reaching us.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Where your statutory rights apply, Vault-12 will provide the appropriate remedy in accordance with UK consumer law.

Where a return is required because we supplied a faulty, damaged or incorrect item, reasonable return postage costs will be covered by Vault-12.

Refunds

Once a returned item has been received and inspected, we will process any refund due.

Where a customer lawfully cancels an entire online order within the statutory cancellation period, any refund will include the price paid for the goods and the standard outbound delivery charge where required by law.

If a customer selected an upgraded or premium delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.

Refunds will normally be issued to the original payment method.

Exchanges

Vault-12 does not operate a standard exchange service.

If you require a different size or product, you should return the original item in accordance with this policy and place a new order, subject to availability.

As Vault-12 products may be produced in limited quantities, we cannot guarantee that another size or design will remain available.

Limited Releases and Sold-Out Products

The limited availability of a Vault-12 product does not affect any statutory consumer rights.

However, where an item is returned, we cannot guarantee that the same product, artwork, colour or size will be available for repurchase.

Personalised or Custom-Made Goods

Where Vault-12 supplies an item that has been specifically personalised or custom-made for an individual customer, the statutory right to cancel for change of mind may not apply.

This does not affect your rights where an item is faulty, damaged or not as described.