Refund policy

Return and Refund Policy

Last updated: 17 July 2026

This Return and Refund Policy explains how returns, exchanges, cancellations and refunds are handled for orders placed with Voguecast.

We offer a voluntary 30-day return period in addition to any mandatory rights you may have under applicable consumer law. Nothing in this policy excludes, restricts or replaces your statutory rights.

30-day voluntary return period

You may request a return within 30 calendar days after your order has been delivered.

If your order is delivered in more than one parcel, the 30-day period begins when the final item in that order is delivered.

Once a return has been authorised, you must normally send the item back within 14 calendar days after receiving our return instructions. We may close a return request if the item is not dispatched within that period, unless applicable law gives you additional time.

To qualify for a voluntary change-of-mind return, the item must normally be:

In the same condition in which you received it;
Unworn, unused, unwashed and unaltered;
Free from marks, odours, damage or signs of use;
Returned with its original tags still attached;
Returned in its original packaging where reasonably possible; and
Accompanied by your order confirmation or another reasonable form of proof of purchase.

You may try on clothing or footwear in the same way that you would in a physical shop, provided that the item remains clean, undamaged and suitable for resale.

These conditions apply to our additional voluntary return policy. They do not limit your rights to inspect an item under applicable cancellation laws or your rights where an item is faulty, damaged, not as described or otherwise does not conform to your order.

How to request a return

To request a return, contact us at:

Email: info@voguecast.net

Please include:

Your full name;
Your order number;
The item or items you wish to return; and
Photographs or videos where the item is damaged, faulty or incorrect.

You do not need to provide a reason when exercising a statutory right to cancel. For other returns, providing a reason helps us process the request and improve our products and service.

Once we have reviewed your request, we will provide the correct return address and further instructions. Our returns facility may be different from the address shown on the parcel or shipping label.

Please do not return an item to the address printed on the original parcel unless we have confirmed that address in writing. Sending an item to an unconfirmed address may delay the return or prevent it from reaching the correct facility.

We recommend using a tracked postal or courier service and keeping your proof of postage until the return and refund have been completed.

Return shipping costs

For an eligible change-of-mind return, you are responsible for the direct cost of returning the item unless:

We have expressly offered free return shipping;
The item is damaged, faulty or incorrect;
We failed to inform you that return shipping would be your responsibility; or
Applicable law requires us to cover the cost.

Where we provide a prepaid label for a change-of-mind return, the cost of that label may be deducted from your refund. We will tell you the amount before the label is issued.

Where an item is damaged, faulty, not as described or different from the item ordered, we will provide a prepaid return label or reimburse reasonable return shipping costs where required.

Original delivery charges are not normally refunded for voluntary change-of-mind returns outside a statutory cancellation period. Where UK, EU or other mandatory cancellation rights apply, eligible standard delivery charges will be refunded as described below.

Import duties, customs charges or taxes paid directly to a customs authority, postal service or delivery carrier are not controlled by us and may need to be reclaimed directly from that organisation. Taxes collected directly by Voguecast will be refunded where required by applicable law.

Damaged, faulty or incorrect items

Please inspect your order as soon as reasonably possible after delivery.

The item is damaged;
The item is defective or does not function correctly;
The item is materially different from its description;
You received the wrong item; or
Part of your order is missing.

Please include your order number and clear photographs of the item, the packaging, the shipping label and any visible damage.

Do not dispose of the item or its packaging until we have reviewed your claim, as the carrier or fulfilment provider may require this evidence.

After evaluating the issue, we will arrange an appropriate remedy. Depending on the circumstances and the law that applies, this may include a repair, replacement, price reduction or full or partial refund.

Reporting an issue promptly helps us investigate it, but a failure to contact us immediately does not automatically remove any statutory rights you may have.

The 30-day voluntary return period does not limit longer-lasting rights that may apply to faulty, mis described or non-conforming goods.

UK and European Union cancellation rights

Where you are a consumer in the United Kingdom or European Union and purchase an eligible product online, you generally have the right to cancel the purchase without giving a reason.

You must normally inform us of your decision to cancel within 14 calendar days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

If one order is delivered in multiple parcels or parts, the cancellation period normally begins after the final item, parcel or part has been delivered.

After notifying us that you are cancelling, you must normally send the goods back within a further 14 calendar days.

You may exercise your right to cancel by:

Emailing an unambiguous cancellation statement to info@voguecast.net;
Using the model cancellation notice included below; or
For EU orders, using the electronic withdrawal function available through your customer account or order-status page.

Using the model form is optional. Any clear statement identifying you, the order and your decision to cancel is sufficient.

Condition of returned goods during the statutory cancellation period

During the statutory cancellation period, you may handle or inspect an item to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you could examine it in a physical shop.

We may make a reasonable deduction from the refund where the value of an item has been reduced because of handling beyond what was reasonably necessary. This may include wearing an item for an extended period, washing it, removing attached hygiene seals or causing damage.

A missing or damaged original package does not automatically remove your statutory cancellation right, although damage or unnecessary handling may affect the refundable amount where permitted by law.

Refund following statutory cancellation

Where you validly cancel an entire eligible order under UK or EU cancellation law, we will refund:

The price paid for the cancelled goods; and
The cost of the least expensive standard delivery option that we offered when the order was placed.

If you selected an enhanced, express or more expensive delivery method, we are not required to refund the additional amount above the cost of standard delivery.

For a partial cancellation, original delivery charges will be refunded only to the extent required by applicable law.

The refund will be made to your original payment method unless you have expressly agreed to another method. You will not be charged a fee for receiving the refund.

We will make the refund within the applicable statutory period. Where permitted by law, we may withhold the refund until:

We have received the returned goods; or
You provide evidence that the goods have been sent back,

whichever occurs first.

You will normally be responsible for the direct cost of returning a change-of-mind cancellation unless we offered to pay that cost, failed to inform you that you would be responsible, or applicable law requires us to pay it.

Mandatory consumer laws in your country may give you additional or stronger rights. Where those laws apply, they take priority over any conflicting provision in this policy.

Exceptions and non-returnable items

Our voluntary return policy, and in some cases the statutory cancellation right, may not apply to:

Goods made to your specifications or clearly personalised;
Perishable goods or goods that deteriorate or expire rapidly;
Sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken;
Personal-care or beauty products that have been opened, used or had a protective seal removed;
Sealed audio, video or computer software once unsealed;
Digital content after supply has begun, where you expressly agreed to immediate supply and acknowledged that the cancellation right would be lost;
Gift cards or store credit once used or redeemed, except where the law requires otherwise; and
Hazardous materials, flammable liquids, gases or other items that cannot legally or safely be returned through ordinary postal services.

Do not attempt to post hazardous, restricted or flammable goods without first contacting us. We will provide appropriate instructions and will not require an unsafe or unlawful return.

These exclusions do not remove your rights where an item is faulty, damaged, mis described, incorrect or otherwise subject to mandatory consumer protections.

Please contact us before ordering if you are unsure whether a particular product can be returned.

Sale and final-sale items

Products purchased during a sale retain all statutory cancellation rights and rights relating to faulty or misdescribed goods.

An item clearly marked “Final Sale” may be excluded from our additional 30-day voluntary change-of-mind policy. A Final Sale designation does not remove any mandatory right to cancel an eligible online purchase or to obtain a remedy for a faulty, damaged, incorrect or misdescribed item.

The fact that a product was sold at a discount does not, by itself, remove your statutory rights.

Gift cards and store credit

Gift cards and store credit are generally not redeemable for cash and are non-refundable once used or redeemed, except where applicable law requires otherwise.

Where an eligible purchase was paid for using a gift card or store credit, any approved refund will normally be returned to the same gift card or store-credit balance.

This does not affect your return or refund rights for an eligible product purchased using a gift card.

Exchanges

The most reliable way to obtain a different size, colour or product is to return the original item and place a separate order after your return has been accepted.

Products are subject to availability, and we cannot reserve replacement stock or guarantee that the original price or promotion will remain available.

Where an item is faulty, damaged or incorrect, we may arrange a replacement directly as part of the available remedy.

Refund inspections and deductions

We will notify you after receiving and inspecting your return.

A voluntary return may be refused, or a reasonable deduction may be made where permitted, if:

The item returned is not the item purchased from us;
Parts, accessories, tags or components are missing;
The item has been worn, used, washed, altered or damaged;
The item is affected by smoke, perfume, cosmetic marks, pet hair or another condition that makes it unsuitable for resale;
A hygiene or protective seal has been removed where the product is exempt from return; or
The return falls outside the applicable return period.

Any deduction will reflect the actual reduction in value or another amount permitted by applicable law. We will not use this section to restrict mandatory rights for faulty or non-conforming goods.

Refund processing times

Once a refund has been approved, it will normally be issued to your original payment method within 10 business days, subject to any shorter deadline required by applicable law.

The time taken for the refund to appear in your account after it has been issued is controlled by your bank, card provider or payment service. This additional processing time is outside our control.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at info@voguecast.net with your order number.

Cancelling an order before dispatch

Contact us as soon as possible at info@voguecast.net if you wish to cancel or change an order before it has been dispatched.

We will make reasonable efforts to process your request, but we cannot guarantee that an order can be changed or cancelled once fulfilment has started.

If the order has already been dispatched, you may need to wait for delivery and follow the return process set out in this policy. This does not affect any statutory cancellation rights that apply before or after delivery.

Model cancellation notice for UK and EU consumers

You may use the following wording to exercise a statutory right to cancel. You are not required to use this exact format.

To: Voguecast
Email: info@voguecast.net

I hereby give notice that I cancel my contract for the purchase of the following goods:

Order number:
Description of goods:
Date ordered:
Date received:
Customer’s full name:
Customer’s address:
Email address used for the order:
Date of cancellation:

Changes to this policy

We may update this Return and Refund Policy to reflect changes to our products, fulfilment arrangements, Shopify settings, business practices or legal obligations.

The latest version will be published on our website with a revised “Last updated” date.

Changes to our voluntary return policy will not retrospectively reduce the rights applying to an order that was placed before the change. Statutory consumer rights remain unaffected.

Contact us

For questions about a return, cancellation, exchange or refund, contact: