Return Policy

1. Overview

At Volkrannshun, we aim to provide a clear and fair experience for every purchase. We understand that sometimes a product may not meet your expectations, and we want to make the return and refund process as straightforward and fair as possible. This Return Policy outlines your rights and our obligations regarding returns, exchanges, and refunds for products purchased through our website.

Please read this policy carefully before making a purchase. By completing an order on our website, you agree to the terms set out in this Return Policy. If you have any questions before purchasing, we encourage you to contact our team first.

2. Return Eligibility

We accept returns for most products within 30 days of the original delivery date, subject to the conditions described in this policy. To be eligible for a return, the following conditions must be met:

• The item must be returned within 30 calendar days of the delivery date
• The item must be in its original, unused condition and packaging
• The item must not have been tampered with, opened (for sealed consumable products), or damaged through misuse
• You must provide proof of purchase, such as your order confirmation email
• The item must not be listed as a non-returnable item in Section 4 of this policy

3. How to Initiate a Return

To start the return process, please follow these steps:

• Step 1: Contact our customer service team via the contact form on our website or by phone at +44 20 8846 8504 within 30 days of receiving your order.
• Step 2: Provide your order number, the item(s) you wish to return, and the reason for the return. Clear photos of the item and packaging may be requested for quality assessment purposes.
• Step 3: We will review your request and, if approved, provide you with a Return Merchandise Authorisation (RMA) number and return instructions within 3 business days.
• Step 4: Pack the item securely, include a copy of your order confirmation inside the parcel, and clearly mark the RMA number on the outside of the package.
• Step 5: Ship the item to the address provided in the return instructions. We recommend using a tracked shipping service for your own protection.

Please do not send items back without obtaining an RMA number first, as unregistered returns may not be processed.

4. Non-Returnable Items

Certain products are exempt from our standard return policy for hygiene, safety, or consumable reasons. The following items are non-returnable unless they arrive damaged or defective:

• Opened herbal tea blends, food items, or any consumable product once the original seal has been broken
• Personalised or custom-made items created specifically to your specifications
• Digital downloads or instantly accessible digital products
• Items purchased during a final sale or clearance promotion clearly marked as non-returnable

5. Refunds

Once we receive your returned item and verify that it meets the eligibility conditions, we will process your refund within 5–10 business days. Refunds will be issued using the original payment method. Please note the following:

• Original shipping costs are non-refundable unless the return is due to a fault or error on our part
• Return shipping costs are the responsibility of the customer unless the item was delivered damaged or incorrectly
• If the returned item does not meet our conditions (e.g., it shows signs of use or damage), we reserve the right to decline the return or offer only a partial refund
• Bank processing times may vary; your refund may take up to 5 additional business days to appear on your statement after we initiate it

6. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery. We will arrange a replacement or full refund at no additional cost to you, including return shipping fees. To assist us in resolving the issue promptly, please provide:

• Your order number and contact details
• A clear description of the damage or defect
• Photographs of the damaged item and its packaging

We take quality issues seriously and use all reported cases to improve our product sourcing and quality control processes.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund (subject to eligibility) and place a new order for the desired product. This ensures the fastest and most accurate processing of your request.

8. Late Returns

Returns requested after the 30-day window will not be accepted under standard circumstances. If you believe there are exceptional circumstances that warrant a late return, please contact our team and we will assess requests on a case-by-case basis. We are committed to being fair and reasonable in all our customer interactions.

9. Consumer Rights

This Return Policy does not affect your statutory rights under applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel most online purchases within 14 days of receiving the goods, without providing a reason. To exercise this right, please notify us in writing within those 14 days.

10. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please reach out to us at:

• Volkrannshun
• 121 King Street, London, W6 9JG, United Kingdom
• Phone: +44 20 8846 8504
• Email: mail-us@volkrannshun.world

Our team is available Monday to Friday, 9:00 – 18:00 GMT, and we aim to respond to all enquiries within one business day.