Refund & Returns Policy

1. Our 30-day returns promise

We want you to love your VVIFY brushes. If something is not quite right, you can return eligible items within 30 days of receiving your order for a full refund of the item price.

This 30-day window is our own customer-friendly promise and sits on top of your legal rights. Returns must meet the condition and hygiene requirements set out below.

2. Your 14-day right to cancel (Consumer Contracts Regulations 2013)

As you are buying online, you also have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel from the moment you place your order until 14 days after the day you (or someone you nominate) receive the goods. To cancel, simply let us know in writing before the deadline. You then have a further 14 days to return the items to us.

3. How to start a return

Starting a return is quick. Email us at support@vvify.com with your order number (for example VVIFY-10001) and tell us which item(s) you would like to return and why.

We will reply with simple return instructions and the address to send your parcel to. Please wait for our confirmation before posting anything back so we can match your return to your order without delay.

• Quote your order number, e.g. VVIFY-10001.
• Tell us the item(s) and the reason for the return.
• Wait for our return confirmation and instructions before posting.
• We recommend a tracked service so your parcel can be followed in transit.

4. Condition of returns & hygiene rule

Because makeup brushes are personal-care items, hygiene is important. For change-of-mind returns, brushes must be unused and returned in their original, sealed packaging, with any hygiene seals or wraps intact.

For hygiene reasons, brushes that have been used, unsealed or removed from their original packaging cannot be returned or refunded for change of mind. This does not affect your rights if an item is faulty (see section 6).

• Change-of-mind returns: items must be unused, unwashed and in original sealed packaging.
• Used or opened brushes cannot be returned for change of mind on hygiene grounds.
• Please pack items securely so they arrive undamaged.
• Faulty, damaged or incorrect items are always covered, used or not.

5. Refunds & timing

Once we receive your return and confirm it meets the conditions above, we will process your refund within 14 days. Most refunds are completed well within this period.

Refunds are made to the original payment method used at checkout via our secure Stripe payment provider. The time it takes to appear in your account depends on your bank or card issuer.

6. Faulty, damaged or wrong items

If your item arrives faulty, damaged or is not what you ordered, you are protected under the Consumer Rights Act 2015. Please contact us as soon as possible, ideally with a photo, so we can put things right quickly.

Depending on the situation and your preference, we will arrange a repair, replacement or refund. Where an item is faulty, damaged or incorrect, we cover the cost of returning it to us.

7. Return shipping costs

For change-of-mind returns and cancellations, you are responsible for the cost of returning the items to us, and we recommend using a tracked service.

For faulty, damaged or incorrect items, we cover the return postage. We will let you know the easiest way to send the item back when you contact us.

8. Cancelling before dispatch

We dispatch orders quickly, usually within one working day (same day if you order before 2pm), so please contact us as soon as possible if you change your mind.

If your order has not yet been dispatched, we can cancel it and issue a full refund to your original payment method. If it has already been sent, simply follow the return steps in section 3 once it arrives.

9. Your statutory rights are unaffected

Nothing in this policy reduces or replaces your legal rights as a consumer in the UK, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Our 30-day returns promise is offered in addition to these statutory rights, not instead of them.

10. How to contact us

Our team is happy to help with any return, refund or cancellation. Email support@vvify.com or call +44 7775 554848, and remember to include your order number so we can assist you faster.

You can also write to us at VVIFY Beauty, 128 Regent Street, London, W1B 5SA, United Kingdom.