Refund policy
Return & Refund Policy
At Vivian & Rose, we want you to feel confident with your purchase. We understand that there may be occasions when you wish to return an item. This policy explains our return process, eligibility requirements, and refund conditions.
Nothing in this policy limits any rights or remedies available to you under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable consumer protection legislation.
Change-of-Mind Returns
For change-of-mind returns:
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You may register an item for return after you have received your order.
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Please contact us within 30 days of receiving your order.
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Items must be unused, unwashed, undamaged, and returned in their original condition with all original labels and tags attached, subject to your statutory rights.
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You are welcome to carefully try on an item to check the fit. Items showing signs of wear beyond what is necessary to check their nature, characteristics and fit may be subject to a deduction for diminished value where permitted by law.
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Return shipping costs for change-of-mind returns are the responsibility of the customer, including any applicable international shipping costs, provided these costs have been disclosed as required by law.
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Items deliberately ordered in multiple sizes or variations with the intention of returning the unwanted options may not be eligible under our voluntary change-of-mind return policy. This does not affect statutory cancellation rights.
Under the Consumer Contracts Regulations 2013, UK consumers generally have the right to cancel an online purchase without giving a reason within 14 days after receiving their goods, subject to applicable legal exceptions.
After notifying us of cancellation, customers generally have a further 14 days to return the goods.
Our voluntary 30-day change-of-mind return period does not reduce or replace these statutory rights.
These conditions do not limit your rights where an item is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer protection requirements.
Return Process
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Contact us at info@vivianandrose.com within 30 days of receiving your order if you wish to make a change-of-mind return. Statutory cancellation rights remain available as described above.
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Once your return request has been reviewed, we will provide you with the applicable return instructions and return address.
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Our return facility may be located internationally, including in China.
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For eligible change-of-mind returns, the customer is responsible for return shipping costs where permitted by law and disclosed before purchase.
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We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
Please contact us before returning an item so we can provide the appropriate return instructions. This does not prevent you from exercising your statutory cancellation rights.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, significantly different from its description, or incorrectly supplied, please contact us as soon as reasonably possible.
Please include your order number and, where appropriate, photographs showing the issue.
Depending on the circumstances and your rights under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, refund, or another appropriate remedy.
Where an item is confirmed to have a problem covered by applicable consumer protection legislation, reasonable return costs will be covered or reimbursed where required by law.
Refunds
Once an eligible returned item has been received and inspected, we will notify you regarding the status of your refund.
For approved change-of-mind returns under our voluntary return policy, the eligible purchase amount will generally be refunded to your original payment method within 14 days of approval, subject to applicable law.
For cancellations under the Consumer Contracts Regulations 2013, refunds will be processed within the applicable statutory timeframe, generally within 14 days after receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.
Where required by law, the refund will also include the original standard delivery charge. Additional charges for premium delivery options may not be refundable.
Change-of-mind return shipping costs are generally non-refundable where permitted by law.
Your statutory rights in relation to faulty or non-compliant goods are not limited by this policy.
UK Consumer Rights
Our goods are subject to statutory consumer rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.
Depending on the nature of a problem, customers may be entitled to a repair, replacement, refund, compensation, or another remedy.
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods within 30 days, subject to the applicable legal conditions.
After this period, consumers may still have rights to a repair, replacement, price reduction, or refund depending on the circumstances.
Our voluntary 30-day change-of-mind return period does not impose a 30-day limit on rights relating to faulty goods. Statutory consumer rights may continue beyond this period.
Delivery Issues
Customers are responsible for providing complete and accurate delivery information during checkout.
If tracking confirms that an order has been delivered to the address provided, please contact us if you believe your parcel has been lost or stolen so that we can review the available delivery information with you.
Nothing in this section limits any rights that cannot legally be excluded.
Intellectual Property
Unless otherwise stated, content available on the Vivian & Rose website, including text, photographs, graphics, branding, and logos, is owned by Vivian & Rose or used with permission from the relevant rights holder.
Content may not be reproduced, copied, distributed, or used for commercial purposes without the appropriate permission.
Complaints
If you have a complaint regarding your order, product, return, or experience with us, please contact us at:
Please include your order number and a clear description of the issue where applicable.
We aim to respond to customer enquiries and complaints as promptly as reasonably possible.
Applicable Law
This policy is governed by the laws of the Netherlands, without prejudice to any mandatory consumer protection rights available to customers in the United Kingdom under applicable law.
Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded.
Contact
If you have any questions regarding this Return & Refund Policy, please contact us at:
Vivian & Rose
Email: info@vivianandrose.com