Refund policy

Introduction

Thank you for shopping with vintagehollow.shop.

This Return and Refund Policy explains how cancellations, returns, damaged goods, defective goods, incorrect goods and refunds are handled for purchases made through vintagehollow.shop.

This policy is intended to operate consistently with applicable UK consumer law.

Nothing in this policy excludes or restricts any statutory right or remedy that cannot legally be excluded.

For return or refund assistance, contact:

Email: info@vintagehollow.shop

UK Right to Cancel Online Purchases

For eligible goods purchased online, UK consumers generally have the right to cancel their purchase without giving a reason.

Customers should notify us of their decision to cancel within 14 days after receiving the goods.

After notifying us of the cancellation, the customer generally has a further 14 days to return the goods.

These statutory rules are subject to exceptions for certain categories of goods.

To exercise the right to cancel, contact:

info@vintagehollow.shop

The cancellation notice should clearly state that the customer wishes to cancel the order and should include sufficient order information for us to identify the purchase.

Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as reasonably possible at:

info@vintagehollow.shop

We will make reasonable efforts to stop processing or dispatch.

However, orders may enter fulfilment quickly. We cannot guarantee that a cancellation request received after processing has started can be completed before shipment.

If the order has already been dispatched, the customer may exercise any applicable statutory cancellation and return rights after delivery.

Return Instructions

Before returning a product, customers should contact us at info@vintagehollow.shop so that we can confirm the appropriate return procedure.

The customer should provide:

• Order number;
• Name associated with the order;
• Product being returned;
• Reason for contacting us;
• Photographs where the product is damaged, defective or incorrect; and
• Any other information reasonably required to investigate the request.

Customers should not send products to an unauthorised address.

We will provide appropriate return instructions after reviewing the request.

Condition of Change-of-Mind Returns

Customers exercising a statutory cancellation right may inspect and handle goods to the extent reasonably necessary to determine their nature, characteristics and functioning, similar to what would reasonably be permitted in a physical shop.

Customers should take reasonable care of products while they remain in their possession.

Where permitted by applicable law, a refund may be reduced to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Where reasonably possible, products should be returned with accessories, components, manuals and other items originally supplied with them.

Original packaging is helpful but does not, by itself, override statutory rights.

Exceptions to Change-of-Mind Cancellation Rights

Certain products may be exempt from the ordinary statutory cancellation right where applicable law provides an exception.

Examples may include:

• Products made to the customer's specifications;
• Clearly personalised or custom-made products;
• Products liable to deteriorate or expire rapidly;
• Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed;
• Sealed audio, video or software products after unsealing, where applicable; and
• Other products legally exempt from the statutory cancellation regime.

Faulty or misdescribed goods may still carry statutory remedies even where an ordinary change-of-mind cancellation right does not apply.

Damaged Products

If an order arrives damaged, please contact us as soon as reasonably possible at:

info@vintagehollow.shop

Include:

• Your order number;
• Description of the damage;
• Photographs showing the damage;
• Photographs of the packaging where relevant; and
• Any other information that helps us investigate.

Please retain the product and packaging while the matter is being reviewed unless we instruct otherwise.

Depending on the circumstances and applicable legal rights, an appropriate remedy may include replacement, repair, refund or another lawful resolution.

Defective or Faulty Products

Goods supplied to UK consumers must satisfy applicable statutory standards.

Where goods are faulty, not as described, not fit for their intended purpose or otherwise fail to conform to the contract, customers may have statutory remedies under UK consumer law.

The Consumer Rights Act framework includes a short-term right to reject qualifying faulty goods within 30 days in relevant circumstances, followed by rights that may include repair, replacement, price reduction or final rejection depending on the circumstances.

Nothing in this policy reduces those rights.

Incorrect Products

If we send a product materially different from what you ordered, contact:

info@vintagehollow.shop

Please include the order number and photographs of the product received.

Where we confirm that an incorrect product was supplied, we will provide an appropriate remedy in accordance with applicable law.

Return Shipping Costs

Where a customer exercises a change-of-mind cancellation right, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the required information regarding return costs has been properly communicated.

Where goods are faulty, damaged, incorrect or otherwise non-conforming and we are legally responsible for the return, we will not require the customer to bear return costs that the law requires us to cover.

Customers should contact us before arranging a return.

Refund Amount

Where a full refund is legally due, the refund will ordinarily include the amount paid for the relevant goods.

Our standard shipping is free, so there is normally no standard outbound shipping charge to refund.

Any deductions will only be made where permitted by applicable law.

Refund Timing

For qualifying distance-sale cancellations, refunds are generally required within 14 days after the returned goods are received, or after appropriate evidence of return is supplied where applicable.

The refund may be withheld until the goods are received back or until the customer provides evidence of having sent the goods back, where permitted by law.

After we issue a refund, additional banking or payment-provider processing time may apply before the funds appear in the customer's account.

Refund Method

Unless otherwise agreed or required by law, refunds will normally be made to the original payment method used for the purchase.

We will not intentionally charge a customer a separate fee merely for receiving a legally required refund.

Sale and Promotional Products

Statutory consumer rights generally apply to discounted and sale goods in the same manner as full-price goods.

A promotional price does not remove statutory remedies where a product is faulty or otherwise fails to conform to the contract.

Exchanges

Where an exchange is requested, availability depends on current stock.

If the requested replacement is unavailable, another remedy may be offered where appropriate.

A customer's statutory entitlement to a refund, repair, replacement or other remedy will not be replaced with store credit or an exchange where the customer is legally entitled to another remedy.

Refused or Uncollected Deliveries

Customers should not intentionally refuse delivery as a substitute for contacting us about cancellation or return arrangements.

If an order is returned because it was unclaimed, refused, incorrectly addressed by the customer or otherwise undeliverable, please contact us so that the circumstances can be reviewed.

Any resolution will take account of applicable statutory rights and the circumstances of the failed delivery.

Abuse and Fraud

We may investigate return requests where there is reasonable evidence of fraud, manipulation, substitution of products, false claims or other abusive conduct.

Nothing in this section permits us to refuse a legitimate statutory consumer right.

Contact Us

For cancellations, returns, damaged goods, faulty goods, incorrect products or refunds:

vintagehollow.shop
Email: info@vintagehollow.shop