Returns & Refunds

We want you to shop with confidence. This page explains how returns, refunds, and cancellations work for physical goods purchased from us.

Returns Policy

Can I return my order?

Yes. You may return physical goods within 30 days of delivery, provided the items are unused, in original condition, and in original packaging, including all accessories.

Some items may be excluded from returns for hygiene or customisation reasons. Any exclusions will be clearly stated on the product page.

How do I start a return?

Please contact our customer support team at sales@uvc-vtm.co.uk with:

• Your order number
• The item(s) you wish to return
• The reason for return

We will then provide clear return instructions, including the return address.

Who pays for return shipping?

• Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
• We recommend using a tracked shipping service to help ensure your return arrives safely.

When will I receive my refund?

Refunds are processed once the returned item has been received and inspected.
Approved refunds are issued to the original payment method within 14 days, in line with EU and UK consumer law.

Can I cancel my order?

• Orders may be cancelled for a full refund before dispatch.
• If an order has already been dispatched, it can be returned under the standard returns process.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us at sales@uvc-vtm.co.uk within 14 days of delivery.

Where appropriate, we will offer a replacement or full refund, including return shipping costs.

Your Legal Rights (EU & UK)

If you are a consumer in the UK or EU, you have the right to withdraw from a distance purchase within 14 days of receiving your goods, without giving any reason.

This policy does not affect your statutory consumer rights, including rights relating to faulty or misdescribed goods.

Returns FAQ

Do I need the original packaging?
Yes. Items must be returned in their original packaging with all accessories included.

Can I exchange an item?
Exchanges are subject to availability. If an exchange is not available, a refund will be issued.

What if my return is lost in transit?
We recommend using a tracked return service. Proof of return may be required if an item does not arrive.

Are sale items returnable?
Yes, unless clearly stated otherwise on the product page.

How do I contact customer support?
Please email sales@uvc-vtm.co.uk.