Refund policy

Refund Policy
At Vayik, operated by GILG LTD, we want customers to shop with confidence. This policy explains how cancellations, returns, refunds, damaged items, and exchanges are handled.

Nothing in this policy limits any statutory consumer rights available under applicable law.

14-Day Cancellation & Return Right
For most products purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order, without giving a reason.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

To start a return, contact us via our Contact Us page.

Please include your:

Order number
Name
Product you wish to return
Reason for contacting us, where applicable
You do not need to provide a reason when exercising a statutory right to cancel.

We will provide instructions and the appropriate return address.

Please do not send products to an address without first obtaining return instructions from us.

Return Condition
You may inspect a product in the same way you reasonably would in a physical shop.

Where possible, returned products should include their original packaging, accessories, labels, and other supplied components.

If a product has been handled or used beyond what is reasonably necessary to determine its nature, characteristics, and functionality, we may make an appropriate deduction from the refund to reflect any reduction in value where permitted by law.

This does not affect your rights where a product is faulty, damaged, or not as described.

Damaged, Faulty or Incorrect Items
Please inspect your order after delivery.

If you receive an item that is:

Damaged
Defective
Incorrect
Not as described
contact us via our Contact Us page as soon as reasonably possible.

Include your order number and, where useful, photographs or other information showing the problem so we can investigate and resolve it efficiently.

UK consumers have separate statutory rights where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described. These rights are not restricted by our change-of-mind return policy.

Where applicable, this may include the right to reject qualifying faulty goods within 30 days, or other remedies such as repair, replacement, price reduction, or refund.

Return Shipping Costs
For a standard change-of-mind cancellation, you will normally be responsible for the direct cost of returning the product unless we agree otherwise.

If the product is faulty, damaged on arrival, incorrect, or otherwise does not conform to the contract, we will handle reasonable return costs where required by applicable law.

If we provide you with a prepaid return label, please follow the accompanying instructions.

Items Excluded From Change-of-Mind Returns
Certain products may be excluded from the statutory change-of-mind cancellation right where permitted by law.

These may include:

Products made to your specifications or clearly personalised.
Goods that are liable to deteriorate or expire rapidly.
Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
Other products specifically excluded from cancellation rights under applicable law.
These exclusions do not remove your rights where an item is faulty, damaged, incorrectly supplied, or not as described.

Sale and Discounted Items
Sale and discounted products are subject to the same statutory consumer rights as full-price products.

Promotional pricing does not remove your legal rights regarding faulty goods or applicable online cancellation rights.

Exchanges
We do not normally process direct exchanges.

If you would like a different product, colour, or variation, please contact us regarding the original item and, where appropriate, place a new order for your preferred product.

This does not affect any statutory right you may have to a repair or replacement for faulty goods.

Refunds
Once we receive your returned goods, or where applicable receive satisfactory evidence that they have been sent back, we will process any refund due in accordance with applicable law.

Eligible refunds will normally be:

Issued to the original payment method.
Processed without undue delay.
Issued within the applicable statutory time limit.
For qualifying UK online cancellations, refunds are generally made within 14 days of receiving the returned goods or evidence that they have been returned, where applicable.

Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refund appears in your account.

Original Shipping Charges
Where required by law, we will also refund the cost of the standard delivery option paid for the original order when you exercise an applicable cancellation right.

If you selected a more expensive or expedited delivery option, the additional amount above our standard delivery cost may not be refundable.

Orders Cancelled Before Dispatch
If you want to cancel an order before it has been dispatched, contact us as quickly as possible via our Contact Us page.

If we are able to stop the order before dispatch, we will cancel it and process the applicable refund.

If the order has already been dispatched, you may need to follow the normal return procedure.

International Customers
Customers outside the United Kingdom may have additional or different consumer rights under the laws applicable in their country or region.

Nothing in this policy is intended to exclude mandatory consumer rights that cannot lawfully be excluded.

Vayik
Operated by GILG LTD

Company Number: 16168873
Registered Office: 71-75 Shelton Street, Covent Garden, United Kingdom, WC2H 9JQ