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Refund Policy

Last updated: May, 2026

​​​At VAKRA, customer satisfaction is important to us. This Returns & Refund Policy explains your rights and our procedures for returns, refunds, and exchanges in compliance with UK and EU consumer protection laws.

1. Right to Cancel (EU & UK Customers)

If you are a customer in the UK or European Union, you have the legal right to cancel your order within 30 days of receiving your items, without providing a reason, in accordance with the Consumer Contracts Regulations.

To exercise your right to cancel, you must notify us in writing by email within 14 days of delivery.

For customers outside the UK and EU, we voluntarily extend the same 30-day return window as a gesture of goodwill. This does not affect any statutory rights you may have under your local consumer protection laws.

📧 Email: vakraverse@gmail.com

2. Return Conditions

To be eligible for a return:

  • Items must be unused, unworn, unwashed, and in the same condition as received

  • Items must be returned in their original packaging, including tags (if applicable)

  • Proof of purchase (order number or confirmation email) is required

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

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty or damaged:

  • Underwear and intimate apparel

  • Earrings or personal accessories worn close to the skin

  • Items marked as final sale or non-returnable at checkout

4. How to Initiate a Return

To request a return, please contact us at vakraverse@gmail.com with:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Reason for return (optional but appreciated)

We will provide return instructions once your request is approved.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs, unless the item is faulty, damaged, or incorrect.

  • As we operate on a dropshipping model, return addresses may vary depending on the supplier.

  • Original shipping fees are non-refundable, unless required by law.

  • For international customers, please contact us before returning any item as return addresses may vary by supplier and country. In some cases we may offer an alternative resolution such as a partial refund or store credit to avoid disproportionate return shipping costs.

6. Refunds

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund

  • Approved refunds will be processed within 14 calendar days of receiving the returned item

  • Refunds will be issued to the original payment method

Please note that it may take additional time for your bank or payment provider to reflect the refund.

7. Late or Missing Refunds

If you have not received your refund after 14 business days:

  1. Check your bank, Stripe, or PayPal account

  2. Contact your payment provider

  3. If the issue persists, email us at vakraverse@gmail.com

8. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery with:

  • Clear photos of the item

  • Your order number

We will arrange a replacement or refund at no additional cost where applicable.

9. Exchanges

We do not currently offer direct exchanges. If you need a different size or colour, please return the original item in accordance with this policy and place a new order. Use code VAKRA15 for 15% off your replacement order as a goodwill gesture.

If you wish to receive a different item, please return the original item (subject to this policy) and place a new order.

10 Refund Method for Stripe and New Payment Providers

Refunds will be returned to the original payment method used at checkout, whether that is Stripe, PayPal, Apple Pay, Google Pay, Clearpay or Klarna. Processing times may vary depending on your payment provider.

11. Lost in Transit Policy

Lost or Undelivered Orders: If your order has not arrived within the estimated delivery window, please contact us at vakraverse@gmail.com. We will investigate with the shipping carrier on your behalf. If an order is confirmed lost in transit, we will offer a replacement or full refund at no additional cost. Please note that VAKRA is not responsible for delays caused by customs authorities or events beyond our reasonable control.

12. Promotional and Discounted Items

Items purchased during flash sales or with promotional discount codes are eligible for return under the same conditions as full-price items, unless specifically marked as final sale at the time of purchase.

13. Contact Us

If you have any questions about returns or refunds, please contact us:

📧 Email: vakraverse@gmail.com

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