Refund Policy

Our policy is valid for a period of 30 calendar days from the date of the purchase. If you receive your order and are not satisfied for any reason (depending on the refund requirements as listed below) you can return the product for a refund. If the period of 30 days has lapsed since the purchase, we can not offer you a refund.

Refund requirements

All the following criteria must be met to qualify for a refund:

• Product is defective

• Product must be in its original packaging

• Product must be unused

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet all the listed criteria, we reserve the right not to issue a refund.

Proof of purchase

To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.

Sale and clearance items

Only regular priced items may be returned. Sale or clearance items cannot be returned.

Shipping items

In order to return an order, you must contact us first.

Returns should be mailed to: VILLHEIRR, PO Box 1929, Southampton, SO18 9QJ. You will be responsible for paying for the shipping costs with regards to the items that you wish to return. We will not refund the shipping costs.

You must ensure that the goods are properly packaged, so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Contacting us

If you would like to contact us concerning any matter relating to this Refund Policy, you may do so by sending an email to info@villheirr.com

​Summary

We offer a refund within 30 days of purchase. However, refunds will only be applicable for defective products for which we require proof of purchase (receipt) and evidence of the damage, which should be emailed to info@villheirr.com with an order reference number. Unfortunately, we will only be able to accept refund applications for unused, defective products and would require the product with the complete packaging returned to us for the decision of a refund/exchange. If this criterion applies as described above, please follow our 3-step process as listed below.

STEP 1

If the product is damaged and unused within 30 days of purchase, you are eligible to submit a refund application via email: info@villheirr.com. Within the email, you must mention the reason for a refund/exchange, the order reference number, proof of purchase (attachment of a copy of the receipt), and evidence (photo) of the defect.

STEP 2

Once you have emailed our team with all the required information as stated above, please send us the defective product with the complete packaging and a copy of the receipt enclosed, so that we could refer back to your email. Once you have shipped the product to us, please send us a confirmation email so that we are notified of a returning product. VILLHEIRR does not yet offer free postage, and so we advise our customers to use tracked postage services. 

STEP 3

Once you have sent us the defective product, the team will send a confirmation email back to you, which will state that we have received the product and will aim to reply within 3-5 working days with our decision. During this time, we will assess whether the refund is approved or rejected.

If we accept the refund/exchange request: we will email you back within 3-5 working days after we have sent a confirmation email to you of receiving the defective product. We can then decide if you wish for a refund or an exchange. If we go ahead with a refund, the funds could take up to 10-business days to reach your bank account.

If we reject the refund/exchange request: we will email you with our decision and would proceed from there.

We really value your time and patience and so we would try to resolve the issue as soon as possible! Thank you for your co-operation.

​This document was last updated on June 25, 2021