Returns & Refund Policy

At Vyvra, customer satisfaction is important to us. If something isn't quite right with your order, we're here to help.

This Returns & Refund Policy explains your rights, our responsibilities, and the process for requesting a return, exchange or refund.

Nothing in this policy affects your statutory rights under applicable United Kingdom consumer protection laws.

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1. Your Right to Cancel

If you purchase products online as a consumer, you may have the legal right to cancel your order under the Consumer Contracts Regulations.

Unless an exception applies, you may cancel your purchase within 14 days of receiving your order without providing a reason.

To exercise this right, you must notify Vyvra within the cancellation period before returning the item.

Returned items must meet the conditions outlined in this policy.

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2. Return Eligibility

To qualify for a return, products must:

• be returned within the applicable return period;

• be unused, unworn and unwashed;

• remain in their original condition;

• include all original tags and packaging where reasonably possible;

• show no signs of damage caused after delivery.

Returns that do not meet these conditions may be refused where permitted by law.

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3. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned once opened or used unless they are faulty.

These may include:

• intimate garments;

• swimwear where hygiene seals have been removed;

• pierced jewellery;

• personalised products;

• gift cards.

This restriction does not affect your statutory rights where products are faulty or not as described.

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4. Change of Mind Returns

If you simply change your mind, you may request a return within the legally applicable cancellation period.

Items must satisfy all return eligibility requirements.

Customers are responsible for taking reasonable care of products while they remain in their possession.

If returned items show signs of unnecessary handling beyond what would normally be acceptable when inspecting goods, an appropriate deduction from

the refund may be made where permitted by law.

Unless otherwise required by law or stated by Vyvra, customers are responsible for the cost of returning items for change-of-mind returns.

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5. Faulty, Damaged or Incorrect Products

If you receive:

• a faulty product;

• a damaged item;

• an incorrect product;

• an item that differs significantly from its description,

please contact us as soon as reasonably possible.

To assist our investigation, we may request:

• clear photographs;

• short videos;

• images of the shipping label;

• photographs of the packaging;

• any additional information reasonably necessary to assess the issue.

Providing this information allows us to process your request more efficiently.

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6. Inspection of Returned Products

Where a return is approved, the returned item will be inspected upon receipt.

Refunds will only be processed once the inspection confirms that the returned product matches the approved return request.

If inspection identifies evidence of misuse, accidental damage, missing components or conditions inconsistent with the approved return, we may reduce or

refuse the refund where permitted by applicable law.

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7. Return Authorisation

Returns must be authorised by Vyvra before being sent.

Items returned without prior approval may experience delays in processing or may be refused.

Return instructions will be provided after your request has been reviewed and approved.

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8. Return Shipping

Customers should not return products until they have received return instructions from Vyvra.

For returns based solely on a change of mind, return shipping costs are generally the responsibility of the customer unless otherwise required by law.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, Vyvra will provide an appropriate remedy in accordance with applicable consumer legislation,

which may include reimbursement of reasonable return shipping costs where legally required.

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9. Refund Processing

Once your returned item has been received and successfully inspected, your refund will be processed using the original payment method whenever possible.

Refunds are generally issued within 5–10 business days, although the exact time required for funds to appear may vary depending on your payment provider.

10. Original Shipping Charges

Original delivery charges may be refunded where required by applicable law.

For returns that are not legally required to include reimbursement of shipping costs, original delivery charges may not be refundable.

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11. Exchanges

At this time, Vyvra does not offer direct product exchanges.

If you wish to receive a different size, colour or product, you may return the eligible item (where applicable) and place a new order separately.

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12. Late or Missing Refunds

If you have not received your refund after the expected processing period, we recommend:

• checking your bank account;

• contacting your card issuer;

• contacting your payment provider.

If the issue remains unresolved, please contact our Customer Support team.

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13. Orders Returned Due to Incorrect Address

Customers are responsible for providing an accurate delivery address during checkout.

Where an incorrect address results in a parcel being returned to Vyvra, we may arrange re-dispatch after confirming the correct address.

Additional shipping charges may apply where permitted by law.

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14. Refused Deliveries

If a customer refuses delivery without first contacting us, any refund or re-shipment will depend on the condition of the returned parcel and applicable legal rights.

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15. Fraud Prevention

To protect all customers, Vyvra reserves the right to investigate claims involving:

• repeated refund requests;

• repeated reports of missing parcels;

• inconsistent evidence;

• suspected abuse of our Returns Policy;

• fraudulent chargeback activity.

Where fraudulent activity is reasonably suspected, appropriate action may be taken, including refusal of future orders where permitted by law.

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16. Chargebacks

If a payment dispute or chargeback is initiated before contacting Vyvra to resolve an issue, we reserve the right to provide all relevant transaction records, delivery

confirmations, communications and supporting documentation to the payment provider.

We encourage customers to contact our Customer Support team first so that we can work towards a fair resolution.

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17. Our Commitment

Our goal is always to provide high-quality products and excellent customer service.

If something goes wrong, we are committed to working with you in good faith to reach a fair and reasonable solution in accordance with your legal rights.

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18. Contact Us

If you need assistance regarding a return or refund request, please contact our Customer Support team.

To help us assist you more efficiently, please include:

• your order number;

• the email address used to place the order;

• a description of the issue;

• photographs or videos where applicable.