Returns & Refunds

Last updated: 20 October 2026

Contact us first

Contact Vylen with your order number and the reason for your return. We will provide return instructions and the appropriate return address. Do not send goods to an address that has not been confirmed for your return.

Changing your mind

Where UK distance-selling cancellation rights apply, you normally have 14 days after delivery to tell us you wish to cancel, followed by 14 days to return the goods. Exceptions can apply, including genuinely perishable goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed. We assess exceptions according to the applicable law; this does not remove rights relating to faulty or misdescribed goods.

Condition and return costs

Keep goods secure and follow any storage instructions. Avoid unnecessary handling. For a change-of-mind return, you are responsible for direct return costs unless we agree otherwise or the law requires otherwise. Contact us about faulty, incorrect or damaged goods so we can arrange an appropriate remedy.

Refunds

Approved refunds go to the original payment method where possible. For eligible cancellations we refund within the applicable statutory period, generally within 14 days of receiving the returned goods or evidence of return. Eligible standard outbound delivery charges are refunded as required by law. A deduction may apply for diminished value caused by handling beyond what is necessary to inspect the goods.

Your rights

Nothing in this policy excludes statutory rights for goods that are faulty, not as described or otherwise fail to meet applicable legal requirements.