Refund Policy

Our aim is to provide complete customer satisfaction. If goods are faulty or an error has occurred with your order, we will arrange a replacement or appropriate resolution.

Please inspect your order on receipt and report any shortages, damage, or issues within 7 days. All return requests should be submitted in writing to returns@victoriakate.com.

Returns and Exchanges

  • Opened products cannot be exchanged unless they are found to be faulty following assessment.
  • Returns based on smell cannot be accepted. Our products are naturally sourced and may vary in colour and fragrance between batches. As scent is subjective, these variations are outside of our control.
  • If you believe a product is rancid, please contact Customer Services by phone or email. If, following investigation, the product is not deemed rancid, no refund will be issued and any submitted items will be returned to the customer.

Consumer Rights

We operate in accordance with the Consumer Rights Act 2015, which requires goods to be as described, fit for purpose, and of satisfactory quality. Your rights include:

  • Within 30 days: A full refund for faulty goods
  • Within 6 months: A refund if repair or replacement is not possible
  • Up to 5 years: A partial refund if goods do not last a reasonable length of time

All damage claims must be supported by photographic evidence and delivery notes marked “goods received damaged”.

Damaged Goods Returns

Damaged items should be returned to:

VictoriaKate

3 Broad Street,

Modbury,

Devon.

PL21 0PS

United Kingdom

We will either refund return postage, provide store credit, or arrange a courier collection for heavy items.

Cancellation Rights

You may cancel your order within 7 days of placing it or 7 days of receipt (whichever is later). Goods may be returned within 14 days of receipt, provided they are unopened and unused. Refunds will be issued, excluding return postage costs where applicable. This is in addition to your statutory rights.

Any claims, discrepancies, or errors must be reported within 14 days of receiving your order.

Dangerous Goods Returns

Products classified as Dangerous Goods (including flammable, corrosive, pressurised, or harmful substances) are subject to strict transport regulations.

  • We can arrange collection where required
  • Original packaging should be retained until you are certain the product will not be returned
  • Items must be packed and labelled according to the instructions we provide
  • Return shipping costs may be deducted from any refund, depending on circumstances
  • Collection timelines cannot be guaranteed and are handled on a case-by-case basis

Lost or Missing Goods

If your order is lost in transit, please contact orders@victoriakate.com:

  • UK and EU: after 7 days from dispatch
  • International: after 15 days from dispatch

If an item is missing from your delivery but has been charged, we will cover the cost of resending it.

Returned Parcels

If a parcel is returned due to incorrect delivery details provided by the customer, a redelivery charge may apply.