Refund policy

 

At Vesterity, we want you to be happy with your purchase. We specialise in individually sourced, preowned, vintage, archive and designer fashion.

If you change your mind about an eligible purchase, you have 14 days from the day you receive your order to notify us that you wish to return it.

1. How to Request a Return

To request a return, please contact us within 14 days of receiving your order.

You can contact us by:

Please include your order number and details of the item you wish to return, where possible.

Once you have notified us of your decision to return an eligible item, you have a further 14 days to send it back.

We recommend contacting us before posting your return so that we can provide the appropriate parcel-return address and instructions.

Under UK consumer law, you can exercise your statutory right to cancel an eligible online purchase by sending us a clear statement within the cancellation period. You do not need our approval to exercise this right.

2. Return Conditions

Items should be returned in the same condition in which they were received, with any original tags, packaging and accessories included where applicable.

You may inspect and try on an item as you would in a physical shop.

However, where permitted by law, we may make a deduction from your refund if the item's value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning.

Examples of excessive handling may include:

  • Wearing an item beyond trying it on

  • Washing or altering an item

  • Causing new stains, marks or damage

  • Removing or damaging original tags or accessories in a way that reduces the item's value

Missing packaging or tags does not automatically remove your statutory cancellation rights.

3. Preowned, Vintage and Archive Items

Many Vesterity products are preowned, vintage, archive, discontinued or individually sourced pieces.

We aim to describe each item's condition accurately and disclose any noticeable signs of wear, age, repairs or imperfections.

Signs of age or wear that were clearly disclosed in the original product description are not, by themselves, considered undisclosed faults.

However, all items remain subject to applicable consumer rights. Goods must be as described and meet the standards required by law, taking account of their age, price, description and other relevant circumstances.

Your statutory rights are not affected by the age or preowned nature of an item.

4. Return Postage

Change-of-mind returns

Customers are responsible for the direct cost of returning items because they have changed their mind, where permitted by applicable law.

We recommend using a tracked and appropriately insured delivery service, particularly for valuable designer items.

Please retain your proof of postage until your return has been processed.

Items should be securely packaged to help prevent damage during transit.

Faulty, damaged, incorrect or misdescribed items

If an item is faulty, arrives damaged, is incorrect or is not as described, please contact us.

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights, including covering reasonable return postage where required.

5. Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if you discover a problem.

Where possible, please provide:

  • Your order number

  • A description of the issue

  • Photographs showing the problem

Photographs help us investigate quickly but are not an absolute requirement for exercising statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

Under the UK Consumer Rights Act 2015, consumers have rights concerning goods that are faulty, not as described or not of satisfactory quality. These include a short-term right to reject qualifying goods within 30 days in many circumstances.

These rights are separate from the 14-day change-of-mind return period.

6. International Returns

We accept eligible international returns in accordance with applicable consumer law and this policy.

Customers outside the UK should contact us for the appropriate return address, shipping instructions and any relevant customs documentation.

For change-of-mind returns, customers are responsible for return postage where permitted by applicable law.

International returns may involve customs declarations, import procedures or additional handling requirements.

Any applicable customs duties, taxes or charges will be handled in accordance with relevant law and the circumstances of the return.

Customers retain any mandatory consumer protection rights that apply in their country.

7. Sale Items and Gift Cards

Discounted and sale items are subject to the same statutory cancellation and consumer rights as other eligible online purchases.

A reduced price does not automatically remove your right to return an eligible item or your rights concerning faulty or misdescribed goods.

Gift cards are subject to applicable statutory cancellation rights and any relevant legal exceptions, including those that may apply to digital gift cards.

8. Exchanges

Because most Vesterity pieces are individually sourced and one of a kind, we do not currently offer direct exchanges.

If you would like a different item, please return your original purchase in accordance with this policy and place a separate order.

This does not affect any statutory right to a replacement or other remedy for faulty goods.

9. Refunds

For a valid change-of-mind return, we will refund the price paid for the returned goods.

Where required by law, we will also refund the standard outbound delivery charge paid for the order.

If you selected a more expensive delivery option, such as Express Delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

For partial returns, any outbound delivery refund will be determined in accordance with applicable law and the circumstances of the order.

We may withhold a change-of-mind refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.

Refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence of their return, whichever occurs first.

Where permitted by law, we may make a deduction for any reduction in value caused by excessive handling.

Refunds will be issued to the original payment method unless otherwise expressly agreed.

Your bank or payment provider may take additional time to display the refund.

Where an item is faulty, incorrect or not as described, refunds and other remedies will be handled in accordance with your applicable statutory rights.

10. Return Address

To ensure your return reaches the correct parcel-handling facility, please contact us for the appropriate return address and instructions.

Our business correspondence address is different from our parcel-return address.

We recommend contacting us before sending any return parcels. However, this does not restrict your statutory cancellation rights.

11. Your Statutory Right to Cancel

Under the UK Consumer Contracts Regulations 2013, consumers generally have the right to cancel eligible online purchases within 14 days without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person you nominate, receive the goods. For orders delivered in separate instalments, the period generally runs from receipt of the final item.

You can exercise this right by informing us of your decision within the cancellation period, including by email, contact form or another clear statement.

You then have a further 14 days to send the goods back.

Certain categories of goods may be exempt from statutory cancellation rights under applicable law. Any relevant exception will be explained where required before purchase.

Nothing in this policy limits your statutory cancellation or consumer rights.

12. Model Cancellation Form

You may use the following form to notify us that you wish to cancel an eligible purchase, but you are not required to use it.

To: Vesterity

Email: customerservice@vesterity.co.uk

Correspondence address: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom

I hereby give notice that I cancel my contract of sale for the following goods:

Goods ordered:

Order number (if available):

Ordered on:

Received on:

Customer name:

Customer address:

Signature (only if submitted on paper):

Date:

You may send this information by email or use another clear statement to notify us of your decision.

13. Contact Us

For questions about returns, refunds or an existing order, please contact us.

Customer Service Email

customerservice@vesterity.co.uk

Contact Form

Contact Us

Business Correspondence Address

Vesterity
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom

Please do not send return parcels to the correspondence address. Contact us for the correct parcel-return instructions.

Nothing in this policy affects your statutory rights under applicable consumer protection law.