Refund, Returns and Cancellation Policy

Last updated: 7 September 2026

This policy applies to purchases made directly through www.vaastu.co.uk. Purchases made through Amazon, eBay, Etsy, Temu or another marketplace are subject to the returns process and applicable terms of that marketplace.

Nothing in this policy limits any statutory rights that cannot lawfully be excluded.

1. B2C Consumer Returns

Consumers may request the return of an eligible product within 30 days of delivery.

To request a return, email support@vaastu.co.uk with:

• Your name and order number
• The product you wish to return
• The reason for the return
• Photographs or video if the product is faulty, damaged or incorrect

Do not send any product back until VAASTU has approved the return and provided return instructions.

No restocking fee applies to B2C consumer returns.

2. Christmas Extended Returns

Eligible B2C purchases made between 15 December and 1 January, inclusive, may be returned within 45 days of delivery.

All standard eligibility requirements, exclusions and return instructions in this policy continue to apply.

This extended period does not restrict any longer statutory rights relating to faulty, damaged, incorrect or misdescribed products.

3. Condition of Change-of-Mind Returns

For a change-of-mind return, the product should be returned:

• In a resalable condition
• With all supplied accessories, components and manuals
• In its original packaging where reasonably possible
• Without damage, alteration or signs of use beyond what is reasonably necessary to inspect it

Customers may inspect a product in the same way they reasonably could in a shop. Where handling beyond this has reduced the product's value, VAASTU may make a lawful deduction from the refund.

Proof of purchase may be required.

4. Return Delivery Costs

For a B2C change-of-mind return, the customer is responsible for the direct return-delivery cost unless VAASTU agrees otherwise.

If the product is confirmed to be faulty, damaged on arrival, incorrect or not as described, VAASTU will cover reasonable authorised return costs where legally required.

Do not arrange a return at your own expense for a faulty or incorrect product without receiving written instructions from VAASTU.

5. Products Excluded from Change-of-Mind Returns

Change-of-mind returns may not be accepted for:

• Personalised, customised or made-to-order products
• Perishable products
• Sealed health, hygiene, beauty or personal-care products once opened or unsealed
• Products inseparably mixed with another item after delivery
• Digital content supplied immediately with the customer's consent
• Products otherwise excluded from cancellation rights by applicable law

A product will not be treated as faulty merely because the customer selected the wrong size, model, voltage, frequency, plug type or compatibility where accurate information was provided before purchase.

These exclusions do not affect legal rights where a product is faulty, damaged, incorrect or not as described.

6. Faulty, Damaged, Incorrect or Misdescribed Products

If a product arrives faulty, damaged, incorrect or not as described, contact support@vaastu.co.uk as soon as possible.

Please provide:

• Your order number
• A clear explanation of the problem
• Photographs or video showing the issue
• The product model and serial number, where applicable
• Photographs of the parcel and packaging if it was damaged during delivery

VAASTU may provide troubleshooting instructions or arrange an inspection by an approved third-party service provider.

The remedy will be provided in accordance with applicable law and may include rejection and refund, repair, replacement or a price reduction, depending on the circumstances. A replacement-only condition does not apply where the law gives the customer another remedy.

7. Cancellations Before Dispatch

To request cancellation before dispatch, contact support@vaastu.co.uk immediately.

We will try to cancel the order, but cancellation cannot be guaranteed once the order has entered processing or has been dispatched. If dispatch cannot be stopped, the applicable returns procedure must be followed.

8. Online Cancellation Rights

Eligible UK consumers have a statutory right to notify us of cancellation within 14 days after receiving their products, without giving a reason. After notifying us, the products must normally be returned within a further 14 days.

VAASTU's standard 30-day B2C returns period provides additional time but does not reduce these statutory cancellation rights.

9. Refunds

After receiving and inspecting an authorised return, we will notify the customer whether the refund has been approved.

Approved refunds will be issued to the original payment method. Where statutory cancellation rights apply, refunds will be processed within the legally required period.

For an eligible statutory cancellation, the basic outbound delivery charge will be refunded where required. Any additional amount paid for express or premium delivery above the standard delivery cost may not be refundable.

Banks and payment providers may require additional time to display a processed refund.

10. Exchanges and Replacements

Where approved, VAASTU may offer an exchange or replacement. Availability cannot be guaranteed.

If the requested replacement is unavailable, we will provide another remedy where required by applicable law.

11. B2B, Wholesale and Trade Returns

Orders placed wholly or mainly for business, wholesale, resale or trade purposes are treated as B2B orders and do not receive consumer change-of-mind cancellation rights.

B2B returns are accepted only with VAASTU's prior written approval and subject to any quotation, invoice, supply agreement or separate B2B terms.

Business customers must inspect deliveries promptly and report visible damage, shortages or incorrect products as soon as reasonably possible.

The restocking fee will not apply where a product is confirmed to be faulty, damaged on arrival, incorrect or misdescribed by VAASTU.

Unless otherwise agreed in writing, B2B customers are responsible for return transportation and associated costs for approved change-of-mind returns.

Custom orders, specially sourced products, clearance stock, opened products and products not in a resaleable condition may be refused for B2B change-of-mind returns.

12. Pre-Orders

Selected products may be available to pre-order, with an estimated delivery time shown on the product page or order confirmation.

B2C cancellation and refund rights for pre-orders remain subject to applicable consumer law.

B2B pre-orders may be cancelled within 15 days of the order date unless procurement, production or shipment has already started or different written terms were agreed.

Estimated dates are not guaranteed and may be affected by manufacturing, international transportation, customs clearance or circumstances outside our reasonable control.

13. International Orders

VAASTU does not accept voluntary change-of-mind returns for orders delivered outside the United Kingdom.

International orders are final sale unless the product is faulty, damaged on arrival, incorrectly supplied or not as described, or a return or refund is otherwise required by applicable law.

If an international order has a qualifying issue, the customer must contact support@vaastu.co.uk promptly and provide the order number, a description of the issue, and clear photographs or video.

Customers must not return an international order without prior written authorisation. Unauthorised returns may be refused, and their shipping or customs costs may not be reimbursed.

Customers are responsible for checking the product's dimensions, model, voltage, frequency, plug type and compatibility before ordering. A plug converter does not convert voltage or frequency.

Nothing in this section excludes or restricts any consumer rights or remedies that cannot lawfully be excluded in the customer's country.

14. Collection Orders

The same returns rules apply to eligible products ordered online and collected from our trading and storage location.

Returns must not be taken to the collection location or left with MORE! Self Storage reception without prior written authorisation.

15. Contact and Return Authorisation

Do not send returns to our registered office, trading address or storage reception unless VAASTU has provided written return authorisation and the correct return address. Unauthorised returns may not be accepted.