VIGATOUR LIMITED — RETURNS & REFUNDS POLICY

Effective Date: 11 July 2026 · Last Updated: 11 July 2026

Every Vigatour piece is made to order. Production — including all embroidery and print — begins only after you place your order and is created specifically for you. Nothing is pulled from a shelf. This makes each piece a made-to-order artefact, and it shapes how returns work. Please read this policy before you buy. Nothing in this policy affects your statutory rights under UK law.

1) Please Order Carefully

Because your piece is made to order, we ask you to choose with intention before purchasing:

• Check the size guide and the fit note on the product page. We suggest ordering one size up.
• Confirm your colour, size, and design before checkout.
• If you are unsure about anything at all, email us at hello@vigatour.co.uk before ordering — we will answer personally, and we would far rather help you get it right the first time.

Ordering carefully is part of the custodian relationship. These are pieces made to be kept, and we want yours to be right the first time.

2) Change of Mind — Made-to-Order & Personalised Items

We do not accept change-of-mind returns. Every Vigatour piece is produced specifically for your order — it does not exist until you ask for it — and made-to-order and personalised items are exempt from the usual cancellation right under the Consumer Contracts Regulations 2013 (Regulation 28), which excludes goods made to a consumer's specification.

A piece made for you cannot be unmade. This is why Section 1 matters, and why we make ourselves fully available before you order. Nothing in this section affects your statutory rights in respect of faulty goods (Section 3).

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

If your piece arrives faulty, damaged or not as ordered, putting it right is our duty — and we move fast. This covers:

• Manufacturing faults (seams, stitching, fabric defects)
• Print or embroidery defects or misalignment
• Wrong item, size, colour, or design supplied
• Damage in transit

Timeframes (aligned with UK consumer rights):

• Within 30 days of delivery: you may request a full refund for faulty goods (Consumer Rights Act 2015).
• After 30 days: faulty goods are repaired or replaced — we choose the remedy, and for a made-to-order house a replacement is almost always possible. Where a replacement is genuinely impossible or itself fails, a refund applies as required by the Consumer Rights Act 2015.
• Our service standard: we aim to respond within 2 business days and to fully resolve every fault within 14 days.

What is not a fault: damage arising after delivery is not a manufacturing defect and is not eligible for a refund or replacement under this section. This includes accidental damage, misuse or neglect, washing or care contrary to the care note (e.g. hot washes, tumble drying, bleach or harsh chemicals), discolouration caused by products, heat or prolonged sunlight, damage caused by third parties, and repairs or alterations carried out by anyone other than Vigatour. Such damage is handled — with care, but at cost — under the Lifetime Care Guarantee's fixed-cost repair service (Section 4).

How to report a fault: Email hello@vigatour.co.uk with (1) your order number, (2) a brief description, and (3) photos showing the fault and, where relevant, the packaging label. We may ask for clear photos to confirm the issue (our fulfilment partners also require this). Where we are at fault, we cover the costs — replacement production and shipping, or return shipping and a refund including standard delivery where applicable.

Inspection and fraudulent claims: fault claims are assessed on photographic evidence, and we reserve the right to require the item to be returned to us for physical inspection before any refund or replacement is approved. Where inspection or evidence indicates that damage was caused after delivery, or that a claim is not genuine, the claim will be declined. Fraudulent claims are refused outright and may be reported.

Genuine faults resolved under this section never count against your complimentary repairs under the Lifetime Care Guarantee (Section 4).

4) The Vigatour Lifetime Care Guarantee

Every piece we make, we stand behind — for as long as it lives. Beyond the fault window in Section 3, your piece is covered by the Vigatour Lifetime Care Guarantee.

4.1 — Your first two repairs are complimentary. From the day your piece arrives, you are entitled to two repairs at no charge, postage included. There is no time limit: a repair requested five years after purchase is treated the same as one requested five months after purchase. Complimentary repairs cover fair wear and tear arising from normal use and proper care, at the minor and standard level: a seam repaired or reinforced, stitching restored, a lining repaired, a zip replaced. Complex restorations — significant damage, or multiple repairs in a single visit — are never complimentary and are always carried out at the fixed rate in 4.2, whichever repair number it is.

4.2 — Fixed-cost repairs, always confirmed before any work begins:

• Minor repair (a single seam, small stitching restoration) — £15
• Standard repair (zip replacement, lining repair) — £25
• Complex repair (multiple repairs in one visit, significant restoration) — £40–£50

Fixed costs apply to all repairs from the third onwards, and to complex repairs at any time. Fixed fees include the work and return postage; you cover the cost of sending the piece to us. We assess and classify every repair from your photos and confirm the tier and exact fee before you post anything — so you are never committed: if you would rather not proceed at the quoted tier, your piece simply stays with you and nothing is owed. Our classification is final.

4.3 — Renewal. If your piece cannot be repaired — including significantly damaged embroidery, which cannot be invisibly restored and which we will not return to you as lesser work — or if your piece is no longer in circulation, you may return it to us and take its replacement from the current range at cost. At cost means our actual production, delivery and processing costs for the replacement — quoted to you as an exact figure, inclusive of all delivery, before you decide. We make no margin on Renewal: the price it takes us to make it, nothing more. Your original is retired with respect and never resold.

4.4 — The guarantee follows the piece. The two complimentary repairs belong to the piece's first custodian. The fixed-cost repair service and Renewal remain available to whoever the piece passes to.

4.5 — What the Guarantee does not cover. Complimentary repairs are for fair wear and tear — not for damage caused by accident, misuse, neglect, care contrary to the care note, chemicals, heat, or third parties. Where damage is customer-caused, we will still gladly repair the piece — under the fixed-cost service (4.2) or, where unrepairable, Renewal (4.3) — because we would rather your piece live on; the work is simply paid for. Repairs or alterations carried out by anyone other than Vigatour end the remaining complimentary repairs for that piece. We assess every request on the evidence, may require the piece to be returned for inspection before confirming coverage, and reserve the right to decline service where the Guarantee is being abused.

4.6 — How to use it. Email hello@vigatour.co.uk with your order reference, a short description of what your piece needs, and photos. We will confirm your options — and any cost — before anything begins. As a guide, most repairs are back with you within three weeks of us receiving the piece, and we keep you informed at every stage: when your piece arrives with us, when it has been assessed, and when it is on its way home.

5) Sizing

We provide a size guide and a fit note on every product page, and we recommend ordering one size up. Please use them, and email us before ordering if unsure. A sizing preference is not a fault, and made-to-order pieces ordered in the wrong size cannot be returned (Section 2).

6) Refunds — Processing Times

Where a refund is due (faulty goods, or where we have agreed one), we process it within 5 business days of receiving and inspecting the returned item where a return is required. Refunds go to your original payment method. Your bank may take a further 5–10 business days to display the credit.

7) Non-Refundable Items

Unless faulty: gift cards and promotional credits, and digital products (if introduced).

8) Your Statutory Rights

Nothing in this policy affects your legal rights under UK consumer law, including the Consumer Rights Act 2015 (which covers faulty goods) and the Consumer Contracts Regulations 2013. Where the law gives you a right we have not described, that right still applies.

9) Contact

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