Refund policy

Thank you for shopping at VtecTrove. Please read this policy carefully before placing an order. Orders are fulfilled by our suppliers, including dropship and Collective suppliers, so returns are handled with the supplier who fulfilled your order. Please contact us first before returning any item.

Returns window

You have 30 days from the date you receive your order to request a return. To be eligible for a return, the item must be unused, in its original condition, in its original packaging, and with all tags attached. We do not accept returns on used items, unless the item is defective.

What cannot be returned

We do not accept returns on items that have been used, worn, washed, damaged by the customer, or returned without all original parts and packaging, unless the item arrived defective or damaged. Items that were customised or personalised for you cannot be returned, if applicable to your order.

Defective, damaged, or wrong items

If your item arrives defective or damaged, or if you received the wrong item, please email us at ebuxton@vtectrove.com within the 30-day returns window. Please include your order number, a description of the problem, and photos of the item and its packaging. We will arrange a replacement or a refund, subject to confirmation by the supplier who fulfilled the order. We may ask you to return the item so the supplier can inspect it.

How to request a return

To request a return, please email us at ebuxton@vtectrove.com within 30 days of delivery, with your order number and the reason for the return. Do not send an item back before we reply. We will confirm whether the return is approved and provide return instructions and the return address. Some items must be returned directly to the supplier, and we will give you that address.

Return shipping

Unless your item arrived defective, damaged, or wrong, you are responsible for return shipping costs, and the original shipping cost is not refundable. Please use a trackable shipping method for your return, as we cannot be responsible for returned items that are lost in transit. If an item is returned to a supplier, return shipping may be to an international address, and any customs or import charges on the return are your responsibility.

Refunds

Once we receive your returned item and confirm it is in its original, unused condition, we will issue a refund to your original payment method for the price of the item. The time for the refund to appear in your account depends on your bank or card issuer. If a refund is approved but the item cannot be restocked or resold because it was used or damaged, we may not be able to issue a full refund.

Cancellations

If you need to cancel an order, please email us at ebuxton@vtectrove.com as soon as possible. We will try to cancel the order if it has not yet been sent to the supplier for fulfilment, but once an order has been shipped, it cannot be cancelled and this returns policy applies instead.