Refund policy

Return and Refund Policy

Last updated: 27 July 2026

Thank you for shopping with Vouschwitz.

This Return and Refund Policy explains your rights and the procedures for cancelling an order, returning an item or requesting a refund from vouschwitz.store.

Nothing in this policy excludes, restricts or affects your statutory rights under applicable United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Our 30-Day Returns Policy

We offer customers a voluntary return period of 30 calendar days from the date on which the order is delivered.

To request a return, contact us at:

Email: support@vouschwitz.store

Please include:

Your full name;
Your order number;
The item or items you wish to return;
The reason for the return, although no reason is required when exercising your statutory right to cancel;
Photographs where an item is faulty, damaged or incorrect.

We will provide the applicable return instructions and return address.

A request for return authorisation is intended to help us process your return and does not prevent you from exercising your legal right to cancel by making any clear statement that you wish to cancel the contract.

2. Statutory Right to Cancel an Online Order

When purchasing goods online, UK consumers normally have the legal right to cancel their order without giving a reason.

You must inform us that you wish to cancel within 14 days beginning on the day after you receive the goods. After notifying us, you must return the goods within a further 14 days.

Where an order contains several items delivered separately, the cancellation period generally begins on the day after the final item is delivered.

You may cancel by emailing support@vouschwitz.store or by using the model cancellation form at the end of this policy. Use of the cancellation form is optional.

3. Returns Made Between Days 15 and 30

Returns requested after the statutory 14-day cancellation period but within our voluntary 30-day return period must meet the following conditions:

The item must be unworn, unwashed and unused;
All original labels, tags and protective materials must remain attached;
The item must be returned in its original packaging where reasonably possible;
The item must not have been altered, damaged, stained or marked;
The item must be suitable for resale.

These additional conditions apply only to our voluntary returns policy and do not restrict any statutory rights relating to cancellation, faulty goods, incorrectly described goods or goods that are not fit for purpose.

4. Inspecting the Goods

During the statutory cancellation period, you may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you would normally inspect it in a physical shop.

For clothing, this means that you may normally try the item on, but you should not wear it for an extended period, wash it, alter it or use it outdoors.

We may make a reasonable deduction from the refund if the value of the goods has been reduced because they were handled beyond what was necessary to inspect them.

Removing original packaging does not automatically remove your statutory right to cancel. However, you should return all packaging, labels and accessories where reasonably possible.

5. Return Postage Costs

Change-of-mind returns

Unless otherwise stated during a promotion, customers are responsible for the direct cost of returning items when cancelling because they have changed their mind, selected the wrong size or no longer want the product.

We recommend using a tracked postal service and retaining proof of postage until the return has been completed.

Faulty, damaged or incorrect items

Where an item is faulty, damaged upon arrival, incorrectly supplied or materially different from its description, Vouschwitz will cover the reasonable cost of returning the item.

Do not return a faulty or incorrect item before contacting us. We may provide a prepaid return label or another appropriate return method.

6. Refunds for Change-of-Mind Returns

For a valid cancellation, we will refund:

The price paid for the returned goods; and
The cost of the least expensive standard delivery method offered by us when the order was placed.

If you selected an enhanced, express or premium delivery service, we are not required to refund the additional amount above the cost of standard delivery.

We may withhold the refund until:

We receive the returned goods; or
You provide evidence that the goods have been sent back,

whichever occurs first.

The refund will be issued without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they have been returned.

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed. You will not be charged a restocking or administration fee for exercising your statutory right to cancel.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

7. Faulty, Damaged, Misdescribed or Unsuitable Goods

Under the Consumer Rights Act 2015, goods supplied by Vouschwitz must be:

Of satisfactory quality;
Fit for their intended purpose;
Fit for any particular purpose made known to us before purchase;
As described;
Consistent with any model or sample shown, where applicable.

Faults identified within 30 days

Where goods do not meet the required legal standards, you may have a short-term right to reject them and request a full refund within the first 30 days following delivery.

A refund accepted under the statutory right to reject will be provided without undue delay and no later than 14 days after we agree that you are entitled to it.

Faults identified after 30 days

After the initial 30-day period, you may be entitled to request a repair or replacement.

We may provide the alternative remedy where your chosen remedy is impossible or would impose disproportionate costs compared with the other available remedy.

A repair or replacement must be completed:

Within a reasonable time;
Without significant inconvenience to you; and
Without charge, including reasonable postage, labour or material costs.

If a repair or replacement is unsuccessful, impossible, not completed within a reasonable time or causes significant inconvenience, you may be entitled to:

Keep the goods and receive an appropriate price reduction; or
Exercise the final right to reject the goods and receive a refund.

For faults discovered within the first six months, the goods are generally treated as having been faulty at the time of delivery unless we can demonstrate otherwise. After six months, you may be required to show that the fault was present when the goods were delivered.

Normal wear and tear, accidental damage, misuse, failure to follow care instructions or damage caused by unauthorised alterations is not considered an inherent product fault.

8. Damaged or Incorrect Deliveries

Please inspect your order as soon as reasonably possible after delivery.

Contact support@vouschwitz.store promptly if:

Your order arrives damaged;
You receive the wrong item;
An item is missing;
The size, colour or product differs from what you ordered;
The parcel appears to have been damaged during transit.

Providing photographs of the item, packaging and delivery label may help us investigate the matter more quickly. Failure to contact us immediately does not remove your statutory rights.

9. Items Excluded From Change-of-Mind Returns

The statutory right to cancel may not apply to certain goods, including:

Goods made to your specifications or clearly personalised;
Bespoke or made-to-measure clothing;
Goods that are liable to deteriorate or expire rapidly;
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, such as certain underwear or intimate garments;
Sealed audio recordings, video recordings or computer software once unsealed;
Newspapers, periodicals or magazines, other than subscription contracts;
Goods that have become inseparably mixed with other items after delivery.

These exclusions apply only to change-of-mind cancellations. They do not remove your rights where an excluded item is faulty, damaged, misdescribed or not fit for purpose.

10. Hygiene-Sensitive Products

For hygiene-sensitive items, the product page or packaging will identify where the hygiene seal must remain intact.

Once a genuine hygiene seal has been broken, we may refuse a change-of-mind return where the item is no longer suitable for resale for health protection or hygiene reasons.

Trying on ordinary outer clothing does not automatically make the item non-returnable.

11. Sale and Promotional Items

Items purchased during a sale, discount campaign, promotional offer or using a discount code have the same statutory rights as full-price items.

A discounted price does not remove your rights where the goods are faulty, damaged, misdescribed or not fit for purpose.

Where a promotion included multiple products, gifts or bundle discounts, all relevant products or promotional gifts may need to be returned to receive a full refund. If part of a bundle is retained, the refund may be recalculated based on the applicable individual or non-promotional prices, provided that this was clearly disclosed when the order was placed.

12. Exchanges

We do not guarantee direct exchanges.

Where you require another size, colour or product, we may ask you to return the original item for a refund and place a new order.

Your statutory rights remain unaffected.

13. Proof of Purchase

We may request reasonable proof that the item was purchased from Vouschwitz.

Acceptable proof may include:

An order confirmation;
A receipt;
The email address used for the purchase;
A bank or card statement;
Relevant original packaging or shipping documentation.

14. How to Return an Item

To begin a return:

Email support@vouschwitz.store.
Provide your order number and the items being returned.
Wait for the return instructions and applicable return address.
Package the item securely.
Include your name and order number inside the parcel.
Use a tracked delivery service and retain proof of postage.
Do not send returns to an address shown on the parcel without confirming that it is the correct returns address.

Sending a return without contacting us may delay identification and processing of the parcel, but it does not invalidate a properly exercised statutory cancellation right.

15. Returned Parcels and Unclaimed Deliveries

If a parcel is returned to us because the delivery address supplied by the customer was incomplete or incorrect, or because the parcel was not collected, we will contact the customer where reasonably possible.

Any refund or redelivery will be handled in accordance with applicable consumer law. Reasonable additional delivery costs may be charged where a failed delivery was caused by incorrect information supplied by the customer, provided those costs were clearly disclosed and are permitted by law.

16. Orders Cancelled Before Dispatch

We will attempt to stop processing, but we cannot guarantee that an order can be changed or cancelled once it has entered fulfilment or has been dispatched.

Where the order has already been dispatched, you may exercise the applicable return and cancellation rights after receiving it.

17. Our Right to Cancel an Order

We may cancel and refund an order where:

A product is unavailable;
An obvious pricing or product-description error has occurred;
We cannot verify payment;
We reasonably suspect fraud or unauthorised activity;
Delivery to the supplied address is not possible;
We are legally prohibited from completing the transaction.

Where we cancel an order, we will refund all amounts paid for the cancelled products.

Nothing in this section permits us to cancel an accepted order unfairly or for a discriminatory or otherwise unlawful reason.

18. Fair Treatment and Statutory Rights

We will not use this policy to mislead customers, conceal material information or restrict statutory consumer rights.

The Digital Markets, Competition and Consumers Act 2024 prohibits unfair commercial practices, including misleading actions and misleading omissions. These provisions have applied to commercial practices occurring from 6 April 2025.

If any part of this policy provides less protection than mandatory consumer law, the applicable statutory protection will prevail.