Refund policy
OVERVIEW
1. We want you to be delighted with every purchase you make with Victoria Ford London, however, if you ordered an item in error, or an item has not met with your expectations, or if an item has arrived damaged or is faulty, we offer a 14 day refund policy. This means you have 14 days to request a return, from receipt of its delivery to you. After requesting a return, you must return the product to us in its original, unused condition within 14 days and include the RETURNS FORM available here. If an item is believed to be faulty, please contact customer services at: victoriafordlondon@outlook.com
2. To be eligible for a return, your item must be in the same condition that you received it, unopened and/or unused, with tags, and in all its original packaging. You will also need to provide the receipt or your proof of purchase.
3. To start a return, you can either contact us at: victoriafordlondon@outlook.com or click here to complete the required Return Form. If your return is accepted, we may need to contact you using the information you have provided to us. Items returned without first requesting a return or do not have the relevant Return Form enclosed, will not be accepted.
4. If you wish to contact us for any return or refund question you may do so at: victoriafordlondon@outlook.com. Please ensure you include your name and order details.
SECTION 1 - DAMAGES & ISSUES
1. Please inspect your order upon receipt. If something appears incorrect or damaged, please contact us immediately and ensure this is within 14 days of its delivery.
2. If an item appears to be defective, damaged or if you receive an incorrect item, please get in touch immediately so we can evaluate the issue and rectify any error.
SECTION 2 - EXCEPTIONS & NON-REFUNDABLE ITEMS
1. Certain types of items cannot be returned. Perishable goods such as food, flowers, or plants, custom products (such as special orders or personalised items) and personal care goods (such as beauty products) cannot be refunded. Please get in touch at: victoriafordlondon@outlook.com if you have questions or concerns about a specific item.
2. Please understand that our wax products are created using a natural based wax. This will therefore contain various naturally formed imperfections and sometimes minor cracks or frosting. Any such ‘imperfections’ will not affect their use, nor their performance and a refund cannot be given if such criteria is found to be the case.
3. We can only refund your return postage costs if an item is found to be faulty.
4. We cannot offer a refund if any customer misuse of a product has occurred. We cannot offer a refund if it is found that the customer has failed to adhere to the appropriate care of the product. For further guidance on care for Victoria Ford London products, please click here.
5. Unfortunately, we cannot accept returns on any sale items or gift cards.
SECTION 3 - EXCHANGES
1. If you prefer an exchange and your refund has been confirmed as accepted, the quickest and most efficient method is to return the item/s and once the return has been accepted, make a new and separate purchase for the item.
SECTION 4 - REFUND PROCESS
1. We will notify you once we have received and inspected your return. We will inform you, via the contact details you have provided, if the refund has been approved or not. If it has been approved, you’ll be refunded via your original payment method. Please understand that a refund may take up to 3 working days for your bank or credit card company to process and post the refunded amount to your account.
2. For further information regarding all our policies, please view our Terms of Service here.
REFUND & RETURNS POLICY - Last updated 14th September 2021