Vanilux Return & Refund Policy (UK Only)
Last updated: 1st August 2025
Thank you for shopping with Vanilux. We want you to be completely satisfied with your purchase. If you are not happy with your order, this Return & Refund Policy explains how returns and refunds are handled.
1. Eligibility for Returns
You may request a return if:
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- The item is unused, in its original packaging, and in resellable condition
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- The request is made within 14 days of receiving your order
Some items cannot be returned for hygiene or safety reasons (e.g., opened personal care items). If applicable, this will be clearly stated on the product page.
2. Return Process
To start a return, please contact us with your order number:
Email: support@vaniluxltd.com
Once your return is approved, we will provide you with:
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- A return address
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- Instructions on how to send your item back
Customers are responsible for return shipping costs unless the product is faulty or incorrect.
3. Damaged, Faulty, or Incorrect Items
If you receive an item that is:
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- Damaged
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- Faulty
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- Incorrect
Please contact us within 7 days of delivery with:
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- Your order number
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- A description of the issue
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- Photos of the item and packaging (if possible)
We will offer one of the following, depending on availability:
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- A replacement
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- An exchange
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- A full refund
Return shipping costs for faulty/incorrect items will be covered by us.
4. Refunds
Once your returned item is received and inspected, you will receive an email notification regarding the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.
5. Non-Returnable Items
The following items cannot be returned:
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- Opened or used products
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- Items not in their original condition
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- Gift cards or digital products
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- Clearance or final sale items (if marked as such)
6. Exchanges
We only replace items if they are:
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- Defective
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- Damaged
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- Incorrect
For other reasons, please request a return and place a new order.
7. Canceling an Order
You may cancel your order if it has not yet been shipped.
Once dispatched, the order will fall under the standard return process.
8. Contact Us
For questions, support, or to start a return, please reach out:
Email: support@vaniluxltd.com
Business Hours: Monday–Friday, 9:00am–5:00pm