Return and Refund Policy
When you shop at Vayas (https://vayas.co.uk), you agree to the terms of this Return and Refund Policy. Please read it carefully before placing your order.
Our Return Window
We offer a 30-day return window. You may request a return within 30 days of receiving your item for:
- A full refund to your original payment method
- An exchange for another product
Return Eligibility
To be eligible for a return, your item must be:
- Unworn and unwashed
- Undamaged and in its original condition
- In its original packaging with all tags still attached
- Accompanied by your proof of purchase or order number
Please note: The items you return must match exactly what was booked for return, including size and colour.
Items Not Eligible for Return
We do not accept returns on the following:
- Gift cards.
- Sale items marked as Final Sale.
- Earrings and jewellery (for hygiene reasons).
- Undergarments and intimate apparel (for hygiene reasons).
- Swimwear and activewear where hygiene strips have been removed.
- Custom or personalised items.
How to Start a Return
- Contact us at support@vayas.co.uk or through the contact form on our website.
- Include your order number, the item(s) you wish to return, and the reason for your return.
- Wait for our team to review and approve your return request.
- Once your return request is approved, you will receive an email with complete return instructions. Please note that all items must be sent back to our return address in Bristol, United Kingdom.
- Pack your items securely, include a copy of your order receipt, and send them back within 14 days of your return being approved.
Returns sent without prior approval will not be accepted.
Return Shipping
- Return shipping costs are the responsibility of the customer unless the item arrived damaged, faulty or incorrect.
- We recommend using a tracked shipping service. We cannot be held responsible for parcels lost in transit on the way back to us.
- Please keep your proof of postage until your return has been fully processed.
Defective, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please email us at support@vayas.co.uk within 48 hours of delivery with:
- Your order number.
- A clear photo of the item and the issue.
- A brief description of the problem.
Our team will treat this as a priority and arrange a replacement or full refund at no extra cost to you.
The following are not considered defects:
- Minor variations in fabric texture, thread, or colour caused by screen display differences.
- Slight measurement differences between items of the same size due to design or style.
- Dissatisfaction with style, colour or personal preference after purchase.
- Damage caused by wear, washing, improper care, self-repair or modifications.
Exchanges
We are happy to exchange items subject to availability.
To exchange an item:
- Start a return request at support@vayas.co.uk with your order number and the item you would like instead.
- Once your return is approved and the item is in transit, we will dispatch your exchange.
- If the item you want is out of stock, we will issue a refund instead.
No return shipping fee applies when exchanging a product.
Order Cancellations
You may cancel your order within 24 hours of purchase free of charge. After this window, our fulfilment process moves quickly and cancellations may not be possible.
If your order has already been dispatched, please wait for it to arrive and follow our standard return process.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the outcome within 1-2 business days.
- Approved refunds will be processed to your original payment method within 5-10 business days.
- A 4% processing fee is deducted from all refunds. This fee is not applied if the customer chooses to exchange their item instead.
Please allow additional time for your bank or card provider to process the refund on their end.
Condition of Returned Items
If returned items arrive worn, damaged, or in an unsuitable condition, we reserve the right to refuse the return. This includes items showing signs of:
- Makeup, perfume or deodorant marks.
- Hair, dust or dirt.
- Scuffs, tears, holes or stretched fabric.
- Any sign of wear or use.
In such cases, the items will be returned at the customer's expense. Prior to doing so, our team will contact the customer to explain exactly why the return was declined.
Last updated: April 2026 - Vayas, vayas.co.uk