Refund policy
At Vesselia.co.uk, we aim to ensure you are satisfied with your purchase. If you are not completely happy with your order, most items may be eligible for return within 30 days of delivery, provided they meet the conditions outlined in this policy.
1. Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The item must be unused, in its original condition, and returned in its original packaging.
- All original labels, accessories, and components must be included.
- A valid proof of purchase, such as an order number or confirmation email, is required.
- Returns should be sent using a trackable shipping service.
Important: Items returned without prior approval may not be accepted. We are not responsible for return shipments that are lost or cannot be tracked.
2. Non-Returnable Items
Certain items are not eligible for return or refund, including:
- Custom-made, personalised, or made-to-order products
- Gift cards or store credit vouchers
- Clearance or final sale items (where clearly marked)
- Items that have been used, damaged, or altered after delivery
3. How to Start a Return
To initiate a return, please email support@vesselia.co.uk with:
- Your order number
- The reason for return
- Photos or videos (if the item is damaged, defective, or incorrect)
- Your full name and delivery address
Our customer service team will review your request within 3 business days and confirm whether your return is eligible. If approved, we will send you the return address and detailed instructions.
4. Return Method
All returns must be sent back via post.
Once your return request has been approved, you will be provided with the return address and instructions. The item should be shipped using a trackable delivery service of your choice to ensure it can be monitored during transit.
5. Return Shipping Costs
If a return is required due to an error on our part, such as receiving an incorrect, faulty, or damaged item, we will issue a full refund and may also cover reasonable return shipping costs where applicable.
If a return is requested for personal reasons, such as a change of mind or ordering the wrong item, the customer is responsible for the return shipping costs. In such cases, a restocking fee of £15 may be deducted from the refund amount.
6. Refunds
Once your returned item has been received and inspected, we will inform you of the outcome by email.
If your return is approved, a refund will be processed to your original payment method within approximately 10 business days.
Please note that processing times may vary depending on your bank or payment provider, and additional time may be required for the refund to appear in your account.
If your return is not approved, we will notify you and provide the relevant reason.
7. Damaged, Faulty or Incorrect Items
Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us right away at support@vesselia.co.uk with photos of the issue. We will arrange a replacement or a full refund at no cost to you.
8. Exchanges
We do not offer item-for-item exchanges. If you would like a different product, please return your original item following our returns process and place a new order. Once we receive and inspect your return, your refund will be issued according to our refund policy.
9. Cancellations
Orders may be cancelled within 12 hours of purchase, and if cancelled within this period, a full refund will be issued.
Once an order has been processed and dispatched, it can no longer be cancelled. In such cases, the order will need to be handled in accordance with our Returns Policy after delivery.
If a delivery cannot be completed due to an incorrect or incomplete address provided by the customer, or if the parcel is refused or not collected, a £15 restocking fee may be deducted from the refund amount.
10. Contact Information
Store Name: Vesselia
Email: support@vesselia.co.uk
Phone: +447868254438
Registered Address: 82 A James Carter Rd, Mildenhall, Bury Saint Edmunds IP28 7DE, United Kingdom
Customer Service Hours:
Monday–Friday: 8:30 a.m. to 5:30 p.m. (GMT - London)
Saturday–Sunday: Closed
Order Cut‑Off Time: 4:00 PM (GMT - London)
We aim to respond to all messages within 48 hours.