Refund policy

Last Updated: September 19th, 2025

Thank you for shopping with Viff. We want you to be happy with your purchase. This Refund & Returns Policy explains your rights and our procedures if you need to return a product.

1. Your Right to Cancel (UK & EU Customers)

If you purchase from our website, you have the right to cancel your order within 14 days without giving any reason.

  • The 14-day period starts the day after you (or someone you nominate) receive your order.
  • To exercise this right, you must notify us by email at info@viff.co.uk within the cancellation period.

2. Returns Process

If you wish to return a product:

  1. Email us at info@viff.co.uk with your order number and reason for return.
  2. We will confirm the return address and instructions.
  3. You must send the items back within 14 days of notifying us.
  4. Items must be unused, unopened, and in their original packaging for a full refund.

3. Refunds

  • Once we receive and inspect the returned item, we will process your refund.
  • Refunds will be made using the original payment method (via Stripe) within 14 days of us receiving your return.
  • Please note: shipping costs are non-refundable unless the item was faulty or sent in error.

4. Exchanges

At this time, we do not offer direct product exchanges. If you would like a different product, please return your item for a refund and place a new order.

5. Exceptions & Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, or unsealed after delivery, unless faulty.

6. Faulty or Damaged Items

If your order arrives damaged or faulty:

  • Please contact us at info@viff.co.uk within 7 days of delivery with photos of the issue.
  • We will arrange a replacement or full refund, including return shipping costs where applicable.

7. Return Shipping Costs

  • If you are returning due to change of mind, you are responsible for return shipping costs.
  • If the product is faulty, incorrect, or damaged on arrival, we will cover the return costs.

8. Contact Us

For questions about returns, refunds, or cancellations, please contact us at:
📧 info@viff.co.uk
📍 37d First Floor, Munster Road, London, United Kingdom, SW6 4ER