Refund policy

We respect and comply with your statutory rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Statutory Right to Cancel (14-Day Window)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your items. You then have a further 14 days from the date you notify us to return the items to our facility.

Refund Amount: We will refund the full price paid for the item. Because Vumra provides free standard shipping at checkout, the total amount paid for the order will be returned to you.

Handling & Value: You have the right to inspect the items as you would in a physical shop. If items are returned with clear signs of unnecessary handling or use that diminishes their value, we reserve the right to make a deduction from your refund up to the contract price.

How to Cancel: You can notify us by emailing hello@vumra.com. While requesting a Return Authorization helps our team track and process your return faster, it is not a legal requirement for a statutory cancellation.

2. Our Extended 30-Day Goodwill Policy

Vumra offers an extended return window of up to 30 days from the date of delivery. For returns initiated after the statutory 14-day window has closed (days 15 through 30), the return is accepted at our discretion and must meet our store's goodwill conditions:

Unused Condition: The item must be unused, unaltered, and free from signs of use.

Tags & Seals: If the item arrived with any tags or seals attached, these must be intact and untampered with.

Packaging & Documentation: All original packaging and any documentation that accompanied the item must be included. Missing packaging or documentation may result in a rejected goodwill return.

3. Faulty, Damaged, or Incorrect Items

Your statutory rights regarding faulty, damaged, or misdescribed goods are entirely unaffected by our standard store conditions, time limits, or return exclusions.

Under the Consumer Rights Act 2015, if an item is faulty or damaged:

You have a 30-day short-term right to reject the goods and receive a full refund.

Reporting: We request that you inspect your order upon arrival and contact us at hello@vumra.com as soon as possible if there is an issue, so we can resolve it quickly. However, missing a preferred reporting window does not restrict your legal rights.

Return Costs: If an item is verified as faulty, damaged, or incorrect, Vumra will provide a prepaid tracked return label or cover all return shipping costs.

Exemptions: Faulty or damaged goods are always returnable, even where they would otherwise fall under a non-returnable category, or are missing their original tags or seals.

4. Return Shipping Costs & Responsibilities

Change of Mind: For standard change-of-mind returns, the customer is responsible for the return shipping cost. We recommend using a tracked and, where appropriate, insured shipping service. For change-of-mind returns, the customer retains responsibility for the items until they are successfully received at our facility.

5. Refund Processing Timelines

In accordance with UK law, for standard change-of-mind statutory cancellations, we will issue your refund within 14 days of receiving the returned goods at our facility, or within 14 days of you providing official proof of return postage (whichever is earlier).

For verified faulty items, the refund will be issued upon confirmation of the fault, without requiring proof-of-postage documentation.

Inspection: We inspect returned items within 2 working days of arrival. This operational inspection timeline will not delay your refund past the statutory 14-day deadline.

Payment Method: All refunds are issued back to the original payment method used at checkout.

Fees: Vumra charges £0.00 restocking fees for all valid returns.

6. Statutory Exceptions (Non-Returnable Items)

In line with UK consumer law, you cannot exercise a right to cancel or return items for a change of mind if they fall under the following categories:

Sealed Goods (Health or Hygiene): Items that are sealed for health or hygiene reasons cannot be returned or exchanged for change of mind if the seal or protective packaging has been opened or unsealed after delivery.

Custom or Personalized Items: Custom-made, specially ordered, resized, or personalized items are non-returnable for change of mind.

7. Order Cancellations Before Dispatch

If you wish to cancel an order before it ships, please email hello@vumra.com immediately. If you contact us within 2 hours of placement, we can usually halt the shipment.

If the 2-hour window has passed and the order has already entered our fulfillment pipeline, we cannot stop the shipment. In this case, the item will be delivered, and you can exercise your standard 14-day statutory right to return it once it arrives.

8. Contact & Company Information

Email: hello@vumra.com

Phone: +44 7778 467922

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

Corporate Operator: vumra.com is owned and operated by VUMRA COMMERCE LTD, registered in England & Wales.

Company Registration Number: 16707665

Registered Office Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom