Refund policy

Returns from Orders with a UK Delivery Address

We hope you are completely delighted with your order. However, if for any reason you are not, we are happy to offer a refund, exchange, or replacement, provided items are returned within 28 working days, unopened, unused, and in their original condition. We reserve the right to refuse refunds or exchanges for non-saleable items.

Please email sales@votary.co.uk for return instructions.

Returning from the UK – Use a Trackable Courier or Royal Mail Recorded Delivery

Returns by post can take up to 14 working days to process. Refunds will be made to your original payment method.

Please complete the Returns Form included with your invoice and enclose it with your returned parcel. Include the reason for return and whether you would prefer a refund or exchange. Also include your phone number and email address in case we need to contact you.

Once processed, we will notify you by email. Please allow 3–5 working days for the refund to appear on your statement. If you have not heard from us after returning your parcel, email us at sales@votary.co.uk so we can investigate.

RETURNS FROM ORDERS TO A USA DELIVERY ADDRESS

We hope you will be completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you, but this is subject to a $25 re-stocking charge. Please note that if you refuse delivery when the courier delivers your parcel, you will be liable for the re-stocking charge. We reserve the right to refuse an exchange or refund if items are non-saleable.

If you wish to make a return, please email sales@votary.co.uk and we will tell you how.

Items returned can take up to 14 working days to process. For refunds, we will reimburse you using your original payment method. You need to complete the Returns Form included with your Invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services, please give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.

If you no longer have your Returns Form, please include a cover letter with your name, address, Order Number, a convenient telephone number and email address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund. Please ensure your parcel is sent by a trackable international courier. We are responsible for your parcel only once it has been received in our warehouse. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped.

Once we have processed your return, our Returns Department will contact you by email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back, you have not been contacted by us, please kindly contact us at sales@votary.co.uk so we can further investigate.

FAQ

What if the item is faulty?

We’re very sorry if you receive a faulty item. If the fault is reported within 30 days of purchase, we’ll replace it free of charge. Let us know so we can ensure no other items are affected. We’ll refund any postage costs and can arrange free UK mainland collection if more convenient.

Can I return an item I received as a gift?

Yes, you can return a gift for an exchange or gift card, provided you have a gift receipt. Refunds can only be made to the original payment method.

Can I cancel an online or mail order?

Yes, you have the legal right to cancel your order within 14 working days of receipt. Please email your cancellation to sales@votary.co.uk and return the items unopened and unused. If your order was delivered to a third party, you may still cancel as long as you return the items unopened and unused.

Returns from Orders Shipped to the EU

We hope you are completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement, provided items are returned within 14 working days, unopened, unused, and in their original condition. We will also accept returns for refunds, but shipping costs are non-refundable. Please note that if you refuse delivery, we will still charge you for shipping. We reserve the right to refuse refunds or exchanges for non-saleable items.

To return an item from the EU, please contact sales@votary.co.uk for address details.

Items returned can take up to 14 working days to process. Refunds will be made to your original payment method. Please include a cover letter with your name, address, order number, phone number, email, reason for return, and whether you want an exchange or refund. Please ensure your parcel is sent via a trackable international courier. We are responsible for your parcel only once it is received at our warehouse. Lost parcels will not be treated as returned.

Once processed, we will notify you by email. Please allow 3–5 working days for refunds to appear on your statement. If you have not heard from us, please contact sales@votary.co.uk.

Returns from Orders Shipped to the Rest of the World

We hope you are completely delighted with your order. However, if for any reason you are not, we are happy to offer an exchange or replacement, provided items are returned within 14 working days, unopened, unused, and in their original condition. We will also accept returns for refunds, but shipping costs are non-refundable. Please note that if you refuse delivery, we will still charge you for shipping. We reserve the right to refuse refunds or exchanges for non-saleable items.

Items returned can take up to 14 working days to process. Refunds will be made to your original payment method. Please complete the Returns Form included with your invoice and enclose it with your returned parcel. Include the reason for return and whether you want an exchange or refund. Also include your phone number and email address for contact purposes.

Once processed, we will notify you by phone or email. Please allow 3–5 working days for refunds to appear on your statement. If you have not heard from us, please contact sales@votary.co.uk.