Last Updated: 26-SEP-2025
This policy outlines your rights and our procedures regarding the shipping, delivery, and return of all Physical Goods purchased from The VOU. It is designed to be fully compliant with UK consumer protection legislation, including the Consumer Rights Act 2015.
For our policies on Digital Styling Services, In-Person Services, and Digital Products, please refer to our separate Cancellation & Refund Policy.
1. Our Policy at a Glance
Change of Mind: You have a 14-day right to cancel your contract and return your goods after receiving them.
Faulty Goods: You have a 30-day right to a full refund if the goods you receive are faulty, not as described, or unfit for purpose.
2. Your Right to Cancel (“Cooling-Off Period”)
You have the right to cancel your contract for Physical Goods within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you (or a third party nominated by you) acquire physical possession of the goods.
3. Shipping and Delivery
3.1. Delivery Timescales
We will provide estimated delivery timescales at checkout. In accordance with UK regulations, we will deliver your goods without undue delay, and in any event, no later than 30 days after your order is confirmed.
3.2. Shipping Costs
Shipping costs are calculated based on the delivery destination and will be clearly displayed at checkout before you complete your order.
3.3. Risk and Title
The goods remain our responsibility until they are delivered to the address you specified. We are responsible for the condition of the goods until they are in your possession or in the possession of someone you have nominated to receive them.
3.4. Damaged or Lost Goods
If your order arrives damaged or is lost in transit, please get in touch with us immediately at contact@thevou.com with your order number and photographic evidence of the damage, if applicable. We will arrange for a replacement or refund in accordance with your statutory rights.
4. How to Make a Return
4.1. Initiating a Return
To exercise your right to cancel or return, please notify us in writing by emailing us at contact@thevou.com. Please include your full name and order number. You must return the goods within 14 days of notifying us of your intention to cancel.
4.2. Return Shipping Costs
- Change of Mind: If you are returning goods within the 14-day cooling-off period, you will be responsible for paying your own return shipping costs.
- Faulty Goods: We will cover the cost of return postage if the item is defective, not as described, or of unsatisfactory quality.
4.3. Condition of Returned Goods
You have a duty to take reasonable care of the goods. They must be returned in their original, unused condition, with all original packaging and tags intact.
4.4. Exceptions to Returns
The right to cancel does not apply to certain items for health and hygiene reasons. We cannot accept the return of sealed goods, such as grooming products, once the seal has been broken after delivery.
5. Refunds
5.1. Refund Processing
We will process your refund without undue delay, and no later than 14 days after the day we receive the returned goods from you (or receive evidence that you have sent them).
5.2. Refund Method
All refunds will be made using the same payment method you used for the initial transaction, unless you have expressly agreed otherwise.
5.3. Deductions from Refunds
We may make a deduction from the reimbursement for any loss in value of the goods supplied if the loss is the result of unnecessary handling by you (i.e., handling the goods beyond what is necessary to establish their nature and functioning).
6. Your Statutory Rights for Faulty Goods
This policy does not affect your legal rights under the Consumer Rights Act 2015.
6.1. Short-Term Right to Reject (0-30 days)
If your goods are of unsatisfactory quality, unfit for purpose, or not as described, you can reject them within 30 days for a full refund.
6.2. After 30 Days
If a fault is discovered after 30 days but within six months, you are entitled to a repair or replacement. If this is unsuccessful, you can then claim a full refund in most cases.