Returns and Exchanges Policy

Last Updated: 3 September 2025

At Vinevu, we understand that sometimes a purchase may not be exactly what you expected. We've created our return and exchange process to be clear and hassle-free for all customers throughout the United Kingdom.

Policy Overview

Eligible Customers

Customers residing in the United Kingdom

Qualifying Products

Products that are unworn and in original condition, covering both defective and non-defective items

Time Frame

Products must be returned within 30 calendar days from the purchase date

Return Shipping

Items should be returned by mail

Postage Responsibility

Customers cover return postage costs except when items are defective or incorrect

Processing Fees

No processing fees - we don't charge any handling fees

Refund Processing

Refunds are completed within 7 business days after we receive the returned items

Non-Returnable Items

• Gift vouchers
• Clearance or promotional items

1. Eligibility and Initial Steps

If you're located in the UK and need to return something, please email our support team at sales@vinevu.com within 30 days of delivery. We'll send you return guidelines and the correct return address.

2. Product Condition Standards

For a complete refund, all returned items must be in new, unused condition and ready for resale. This includes:

• Original tags, labels, and packaging must be intact and undamaged
• Any included accessories or components must be returned together
• The item must show no evidence of wear, usage, or damage

If we receive returned items that show signs of use, wear, or damage not caused by our error, we may only offer a partial refund based on the item's reduced resale value.

3. Return Procedure and Postage

• Returns must be shipped by mail
• Customers pay for return shipping unless the item is defective or incorrectly sent
• Complete instructions will be sent after your return request is accepted

4. Product Exchanges

UK customers may request product exchanges by following our standard return procedure. After we receive and approve your original item, you can place a new order for the replacement product.

If an exchange is needed because of a defective item or our shipping error, we'll send the replacement at no extra cost.

5. Refund Processing

Once we receive and examine your returned item, we'll process a refund to your original payment method within 7 business days. You'll receive a confirmation email when the refund is complete.

Please note: Your bank or payment provider may need additional time for the refund to show in your account.

6. Processing Fees

We don't charge processing fees for returns that meet our return guidelines.

However, if we receive items that are worn, damaged, or missing original parts, we may issue a partial refund. The final refund will reflect the reduced value of the returned product.

7. Undelivered or Rejected Packages

If your package comes back to us due to an wrong delivery address, rejected delivery, or failure to collect from a pickup location, we may deduct return shipping costs and any re-delivery charges from your final refund.

8. International Orders and Import Fees

Our return policy currently covers UK customers only. If you're ordering from outside the UK:

• Import duties, VAT, and customs taxes are your responsibility
• We're developing international return options for the future

9. Updating Your Delivery Address

Need to change your delivery address? Contact us right away at sales@vinevu.com. If your order hasn't shipped yet, we'll try our best to update it. Once an order has been sent out, we can't make address changes.

10. EU Customers: 14-Day Cancellation Rights

If your order was delivered within the European Union, you have a legal right to cancel or return your purchase within 14 days without giving a reason.

Requirements:

• The product must be unused and in original packaging
• All tags and labels must be attached
• You must have proof of purchase, like your order confirmation or receipt

Contact Information

Have questions or want to speak with us? Please reach out via:

Email: sales@vinevu.com
Phone: 0141 255 0847
Contact form: Contact page

We strive to respond within 24 hours during operating hours.

Business name: Vinevu
Address: 22 Lakeview Grove, Glasgow, G33 1FU, United Kingdom

Customer Service Hours

Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)

Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)