Refund policy

Returns & Refunds Policy

Effective Date: 5 October 2026

At The Vault Streetwear, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process for eligible items.

This Returns & Refunds Policy explains how to request a return, which items are eligible, how refunds are processed and what you need to know before sending an item back.

Return & Refund Summary

Policy Details	Our Policy
Return Method	By post
Return Window	Up to 30 days from delivery
Return Approval	Required before sending
Restocking Fee	None
Refund Method	Original Payment Method
Refund Processing	Within 10 business days after approval
Return Label	Customer responsibility
Product Condition	New / unused condition
Returns Accepted	Yes – defective and eligible non-defective products
Return Shipping	Customer responsibility unless otherwise required by law

Important: Our 30-day return policy is a voluntary store policy and does not limit or replace any statutory rights you may have as a UK consumer.

At a Glance

30-day return window for eligible purchases
No restocking fee
Return approval required before sending your item
Items should generally be new, unused and in suitable condition for resale
Returns are sent By post
Return postage is normally the customer's responsibility for change-of-mind returns
Approved refunds are sent to the original payment method
We aim to process refunds within 10 business days after approval
Defective, damaged or incorrect items should be reported to us as soon as possible

1. Eligibility for Returns

We accept returns for eligible defective and non-defective products.

To qualify for our standard 30-day return policy, the item should:

Be returned within 30 days of delivery
Be new and unused
Be in its original condition
Be suitable for resale
Include original tags, labels and packaging where applicable
Not have been damaged, altered, washed or worn beyond reasonable inspection

For clothing, customers may inspect and try on an item as they reasonably would in a shop. However, please avoid wearing, washing, altering or damaging the item before deciding to return it.

2. Return Approval Is Required

Please do not send a return before receiving approval from The Vault Streetwear.

Before returning an item, please contact us with:

Your order number
Your name
The item you wish to return
The reason for the return
Photographs where the item is damaged, defective or incorrect

We will review your request and provide return instructions if the return is approved.

Returns sent without prior approval may cause delays in processing.

3. 30-Day Return Window

Our standard store return window is 30 days from the date your order is delivered.

We recommend contacting us as soon as possible if you decide that you would like to return an item.

Your UK Consumer Rights

If you purchase goods online, UK consumer law may provide statutory cancellation rights in addition to our 30-day store return policy. Online customers generally have 14 days from receiving goods to notify the trader that they wish to cancel, followed by another 14 days to return the goods.

Nothing in this policy is intended to remove or restrict your statutory rights.

4. Return Conditions

Returned items should generally be:

New and unused
Unwashed
Unworn, except for reasonable inspection or try-on
Free from stains, make-up, perfume, deodorant or other marks
Free from damage caused after delivery
Returned with original tags and labels where applicable
Returned with original packaging where reasonably possible

Items that have been altered, damaged, washed or excessively worn may not qualify for our voluntary 30-day return policy, subject always to your statutory rights.

5. Defective, Damaged or Incorrect Items

If you receive an item that is:

Defective
Damaged
Incorrect
Significantly different from the item ordered

please contact us as soon as possible.

Please provide your order number and clear photographs showing the problem where appropriate.

We will review the issue and, where applicable, offer an appropriate remedy in accordance with your consumer rights.

UK law provides protections for goods that are faulty, not as described or do not do what they are supposed to do.

6. Change-of-Mind Returns

If you simply change your mind about an eligible purchase, you may return it under our 30-day store return policy, provided it meets the applicable return conditions.

For change-of-mind returns:

Return postage is normally the customer's responsibility.
The item should be returned in new and unused condition.
Return approval is required before sending the parcel.
No restocking fee will be charged.

Where statutory cancellation rights apply, your legal rights take priority over any conflicting part of this voluntary return policy.

7. Return Shipping Costs

For a standard change-of-mind return, the customer is responsible for the return postage cost.

We recommend using a tracked postal service and keeping your proof of postage until your return has been processed.

If the item is defective, incorrect or damaged, please contact us before returning it. We will review the circumstances and advise you about the return arrangements.

8. Return By post

All approved returns should be sent By post using the return instructions provided by The Vault Streetwear.

Please package the item securely so that it is protected during transit.

We are not responsible for parcels that are lost in transit when the customer has not used an appropriate delivery service or retained proof of postage, subject to your statutory rights.

9. Refunds

Once your return has been received and approved, we will process your refund to the original payment method.

We aim to process approved refunds within 10 business days after approval.

Depending on your bank or card provider, it may take additional time for the refund to appear in your account.

10. Refund Amount

For an approved eligible return, we will refund the applicable amount paid for the returned item.

Where statutory cancellation rights apply, applicable delivery charges will be handled in accordance with UK law. In qualifying online cancellations, the trader generally refunds the cost of standard delivery, while an additional charge for a more expensive delivery option may not necessarily be refundable.

11. No Restocking Fee

The Vault Streetwear does not charge a restocking fee for approved returns.

12. Items That May Not Be Eligible

Certain products may have specific return restrictions where permitted by law, including items that:

Are personalised or made specifically for the customer
Cannot be returned for hygiene reasons once unsealed
Have been altered by the customer
Have been damaged or used beyond reasonable inspection
Are otherwise excluded by applicable law

Any applicable exclusions will be communicated to customers before or at the time of purchase where required.

13. Return Inspection

Once we receive your return, we will inspect the item to confirm that it meets the applicable return conditions.

If the item is approved, we will process the refund according to this policy.

If there is an issue with the returned item, we will contact you to explain the situation.

14. Return Tracking

We strongly recommend using a tracked postal service when returning an item.

Please keep your:

Postage receipt
Tracking number
Proof of postage

until your refund has been completed.

15. Exchanges

If you would like a different size, colour or item, please contact us.

An exchange may not always be available because stock can change. Where an exchange cannot be arranged, we may process an eligible return and refund instead.

16. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will do our best to accommodate cancellation requests received before dispatch.

Once an order has been dispatched, you may need to follow the applicable cancellation and return process.

17. Refund Delays

If your refund has been approved but you have not received it within the expected timeframe, please:

Check your original payment account.
Check your card or payment provider statement.
Allow additional processing time from your bank or payment provider.
Contact The Vault Streetwear if the refund still cannot be located.

We will be happy to help investigate the status of the refund.

18. Statutory Consumer Rights

This policy does not affect your statutory rights as a UK consumer.

In particular, where goods are faulty, not as described or otherwise fail to meet applicable legal requirements, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances.

Where statutory rights provide a different or greater protection than our voluntary 30-day return policy, the applicable statutory rights will apply.

19. Contact Us

If you would like to request a return or have any questions about our Returns & Refunds Policy, please contact us:

Store Name: The Vault Streetwear
Address: 213 High St, Swansea SA1 1PE, United Kingdom
Phone: +44 7123 456781
Email: info@thevaultstreetwear.shop

Business Hours

Monday – Friday: 10:00 AM – 5:00 PM
Saturday: Closed
Sunday: Closed

Time Zone: (GMT+00:00) Edinburgh, London
Response Time: We aim to respond to enquiries within 24 hours.

Thank You

Thank you for shopping with The Vault Streetwear. We appreciate your business and want to make your shopping experience as straightforward and comfortable as possible.

The Vault Streetwear
Contemporary Streetwear. Everyday Style.