Refund policy

Last Updated: september 12, 2026

At Vizoray, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.

Return Eligibility

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must:

Be unworn, unused, and unwashed.
Be in its original condition with all tags attached.
Be returned in its original packaging where possible.
Be accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or incorrect:

Gift cards
Final sale or clearance items
Personalised or customised products
Items that have been worn, washed, or altered
Products returned without original tags

How to Start a Return

To request a return, please contact our customer support team at support@vizoray.com within the 30-day return period.

Please include:

Your order number
The item(s) you wish to return
The reason for your return

Our team will provide return instructions.

Refunds

Once your returned item is received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Original shipping charges are non-refundable unless the return is due to our error or you received a faulty or incorrect item.

Exchanges

If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange a replacement or an appropriate resolution.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible with your order number and clear photographs of the issue. We will work to resolve the matter promptly.

Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for the return shipping costs.

If the return is due to our mistake, such as receiving a damaged, defective, or incorrect item, we will cover the reasonable return shipping costs.

Restocking Fee

Vizoray does not charge a restocking fee. If your return is approved and meets the eligibility requirements outlined in this policy, no restocking fee will be deducted from your refund.

Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws in the United Kingdom.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us support@vizoray.com.

Business Information

Trade name: Vizoray

Business Address: 87 Elsdon Terrace, North Shields, NE29 7AS, United Kingdom

Email: support@vizoray.com

Phone: +44 7450 622488

Support Hours: Monday–Friday: 09:00 – 17:00 (GMT) | Saturday & Sunday: Closed

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