Refund policy

VIGATOUR LIMITED — RETURNS & REFUNDS POLICY

Effective Date: 02 January 2026
Last Updated: 26 December 2025

Vigatour pieces are produced on a made-to-order basis (print/embroidery is created specifically for each order). This policy explains when you can return items and how we handle refunds. Nothing in this policy affects your statutory rights under UK law.

1) Key Definitions

  • Made-to-order: produced after you place your order (including embroidery/print applied for that order).

  • Personalised item: made to your personal specification (e.g., initials, name, bespoke colourways or custom requests beyond our standard catalogue).

2) Faulty, Damaged, or Incorrect Items (Our Responsibility)

If your item arrives faulty, damaged, or not as ordered, we will put it right — fast.

This includes:

  • Manufacturing faults (seams, stitching, fabric defects)

  • Print/embroidery defects or misalignment

  • Wrong item, wrong size, wrong colour, wrong design

  • Damage in transit

Timeframes (UK consumer rights aligned)

  • Within 30 days of delivery: you can request a full refund for faulty goods.

  • After 30 days: we will usually offer a replacement first; if a replacement isn’t possible or fails, we’ll refund.

  • We may ask for clear photos to validate the issue (this is also required by our fulfilment partners).

How to report an issue

Email hello@vigatour.co.uk with:

  1. Order number

  2. A brief description of the issue

  3. Photos showing the fault/damage + packaging label where relevant

We aim to respond within 2 business days.

If approved, we’ll cover the cost of:

  • Replacement production and shipping, or

  • Return shipping (where a return is required), and

  • A refund (including standard delivery charges where applicable)

3) Change of Mind Returns (Non-Personalised Items Only)

If you’re in the UK and you change your mind, you can return non-personalised items within 14 days of delivery under the Consumer Contracts Regulations.

Conditions:

  • You must notify us within 14 days of receiving the item.

  • Items must be unworn, unwashed, and in resalable condition (try-on is fine; “gym session” is not).

  • You are responsible for return postage (unless the item is faulty/incorrect).

  • We refund the item price and standard delivery (if paid). We don’t refund upgraded/express shipping.

No restocking fees. (They’re a magnet for disputes and can be deemed unfair. We keep it clean.)

How to request a change-of-mind return

Email hello@vigatour.co.uk within 14 days of delivery with your order number and reason for return. We’ll reply with return instructions and the correct return address.

4) Personalised Items — No Change-of-Mind Returns

Because personalised items are made specifically to your specification (e.g., initials editions), we can’t accept returns for change of mind unless the item is faulty or we made an error.

5) Sizing Support (Important)

We provide size guides on product pages. If you’re unsure, email hello@vigatour.co.uk before ordering.

  • We do not treat sizing preference as a fault.

  • If you ordered the wrong size, you may be eligible for a change-of-mind return under Section 3 (non-personalised items only).

  • For personalised items, we may choose (at our discretion) to offer a discounted re-order rather than an exchange, because the original can’t be resold.

6) Refunds — Processing Times

Once we receive and inspect a return (if required), we’ll process refunds within 5 business days.

Refunds go back to the original payment method. Banks can take 5–10 business days to display the credit.

7) Non-Refundable Items

Unless faulty:

  • Gift cards and promotional credits

  • Final sale items (clearly marked)

  • Digital products (if introduced)

8) Contact

Email: hello@vigatour.co.uk
Business: Vigatour Limited
Company Number: 15833750