Refund Policy

At Volucella, we want every customer to be completely satisfied with their purchase. If something is not right, we are here to make the return process as simple and hassle-free as possible. Please read this policy carefully before initiating a return.

Our Return Window

We accept returns within 30 days of the date you receive your order. To qualify for a return, items must be in the same condition in which they were delivered, unused, unwashed, with all original tags intact, and in their original packaging. You will also need to provide proof of purchase, such as your order confirmation email.

To begin a return, please contact us at support@volucella.com with your order number and the reason for your return. We will assess your request and, if approved, provide you with further instructions. Please note that items sent back without prior authorisation will not be accepted.

Approved returns should be sent to:
5 Lowestoft Cl, Earley, Reading RG6 3UG, United Kingdom

Damaged or Faulty Items

Please inspect your order carefully upon arrival. If your item is faulty, damaged in transit, or not what you ordered, contact us at support@volucella.com within 48 hours of delivery. Please include your order number and clear photographs of both the affected item and its packaging so we can assess and resolve the matter without delay.

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund if goods are proven to be faulty, not as described, or not fit for purpose at the time of purchase.

Non-Returnable Items

Certain items cannot be returned for hygiene, safety, or other reasons, including:

• Perishable goods such as pet food or treats
• Custom or personalised products
• Items that have been used, washed, or altered from their original condition
• Hazardous materials
• Sale or clearance items (unless faulty)
• Gift cards

If you are unsure whether your item is eligible for a return, please contact us before proceeding.

Exchanges

If you would like to exchange an item for a different size, color, or product, we recommend returning the original item in accordance with this policy and placing a new order separately. This is the quickest and most reliable way to ensure you receive the correct item.

Your Statutory Right to Cancel (UK Law)

As a UK consumer purchasing goods online, you have a statutory right to cancel your order within 14 calendar days of receiving your delivery, without giving any reason. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, you must notify us at support@volucella.com before the 14-day cancellation period expires. Items returned under your statutory right must be in their original, undamaged condition with all original packaging included.

Refunds

Once we have received and inspected your returned item, we will email you to confirm the outcome. If your refund is approved, it will be issued to your original payment method within 10 business days. Please allow your bank or payment provider additional time to post the credit to your account.

If more than 15 business days have elapsed since your refund was approved and you have not received it, please contact us at support@volucella.com and we will investigate promptly.

Phone: +44 7775 398887
Email: support@volucella.com
Address: 5 Lowestoft Cl, Earley, Reading RG6 3UG, United Kingdom