Refund policy

Last updated: 1 August 2026

This Refund & Return Policy applies to consumer orders placed through iVictress UK and delivered to addresses we serve within the United Kingdom.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Summary

Change-of-mind cancellation period: Notify us within 14 calendar days after receiving your order.

Return period: Send the goods back within 14 calendar days after notifying us of your cancellation.

Return method: By post using the return instructions provided by our customer support team.

UK return label: Free prepaid Royal Mail return label for eligible returns.

Restocking fee: None.

Refund method: Original payment method, unless another method is expressly agreed.

Faulty or misdescribed goods: Your statutory consumer rights apply separately from the change-of-mind return period.

2. Your Right to Cancel an Online Order

You may cancel most online purchases without giving a reason.

To exercise this right, you must clearly inform us that you wish to cancel within 14 calendar days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period begins on the day after the final item is delivered.

After notifying us of your cancellation, you have a further 14 calendar days to send the goods back.

You may notify us by emailing:

help@ivictress.co.uk

Please include your order number and the name or email address used when placing the order.

3. How to Start a Return

To arrange a return:

  1. Email help@ivictress.co.uk within the applicable cancellation or return period.

  2. Include your order number and identify the item or items you wish to return.

  3. Our customer support team will provide return instructions and, where applicable, a prepaid Royal Mail return label.

  4. Securely package the goods and attach the return label.

  5. Take the parcel to the instructed Royal Mail or Post Office location.

  6. Retain your proof of postage until the refund has been completed.

Please do not send goods to our registered office unless our customer support team has expressly instructed you to do so. Returns sent without following the provided instructions may take longer to identify and process.

4. Return Condition and Reasonable Handling

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you might inspect it in a physical shop.

Where reasonably possible, goods should be returned with their original packaging, tags, accessories, manuals and included components.

We may make a reasonable deduction from the refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them.

Missing or damaged packaging will not automatically remove your right to cancel, although it may be considered when assessing any reduction in value.

This section does not restrict your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

5. Faulty, Damaged or Misdescribed Goods

Goods supplied by iVictress UK must be:

  • of satisfactory quality;

  • fit for their intended purpose; and

  • as described.

Please contact us as soon as reasonably possible if an item arrives damaged, develops a fault, is materially different from its description or is not fit for purpose.

We may request photographs or other reasonable information to help assess the issue, but this does not remove your statutory rights.

Where applicable, you may have a short-term right to reject faulty goods within 30 days of receiving them and receive a refund.

After this period, you may be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, not completed within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or a final right to reject the goods.

Return costs for faulty, damaged, incorrect or misdescribed goods will be covered by iVictress UK.

6. Incorrect Items or Missing Items

Please contact help@ivictress.co.uk if:

  • you receive an item you did not order;

  • you receive the wrong colour, size or variant;

  • an item is missing from your parcel; or

  • the quantity received does not match your order.

We will investigate the issue and provide an appropriate remedy, which may include replacement, completion of the order or a refund.

7. Exceptions to Change-of-Mind Cancellation

The statutory change-of-mind cancellation right may not apply to certain categories of goods, including:

  • goods made to your specifications or clearly personalised;

  • goods that deteriorate or expire rapidly;

  • sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken; and

  • other goods legally excluded from the statutory cancellation right.

Where relevant, this may include sealed cosmetics, personal-care items or pierced jewellery after a hygiene seal has been broken.

These exclusions apply only where permitted by law. They do not remove your rights where goods are faulty, damaged, unsafe, not as described or otherwise do not conform to the contract.

8. Sale and Promotional Items

Items purchased during a sale, promotion or clearance event have the same statutory consumer rights as full-price items.

A product will not be excluded from return solely because it was advertised as discounted, clearance or “Final Sale”.

Any lawful product-specific exception will be clearly explained before purchase and will not affect your rights concerning faulty or misdescribed goods.

9. Refunds

We will refund eligible amounts to the payment method originally used for the purchase, unless you expressly agree to another method.

For change-of-mind cancellations, we will issue the refund without undue delay and no later than 14 calendar days after the earliest of:

  • the day we receive the returned goods; or

  • the day you provide evidence that the goods have been sent back.

We may withhold the refund until we receive the goods or evidence that they have been returned.

Once a refund has been issued, your bank, card provider or payment service may require additional time to display the funds in your account.

10. Original Delivery Charges

Where you paid a delivery charge, we will refund the cost of the least expensive standard delivery option offered for the order.

If you selected a more expensive or expedited delivery method, the additional amount above the standard delivery cost will not normally be refunded.

Where standard delivery was free, there is no outbound delivery charge to refund.

11. Return Shipping and Fees

For eligible returns within the United Kingdom, iVictress UK provides a free prepaid Royal Mail return label.

No restocking fee is charged.

You may be responsible for loss or damage if you use a return method that was not authorised by us or do not package the goods with reasonable care.

12. Exchanges

We do not currently process direct exchanges.

Where an eligible item is unsuitable because of colour, size or another preference, you may return it in accordance with this policy and place a new order for the preferred item.

This does not affect the remedies available for faulty, incorrect or misdescribed goods.

13. Cancelling Before Dispatch

You may contact us to request cancellation before an order is dispatched.

We will make reasonable efforts to stop the order, but cancellation before dispatch cannot be guaranteed once processing has begun.

If the order has already been dispatched, you may use the cancellation and return process described in this policy after receiving it.

14. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it in your account:

  1. Check the original payment account.

  2. Contact your bank, card issuer or payment provider.

  3. Allow for their normal processing time.

  4. Contact help@ivictress.co.uk if the refund is still not visible.

15. Model Cancellation Form

You may use the form below to cancel an eligible order, although using this exact format is not mandatory.

To:

CN COMMERCE GROUP LTD, trading as iVictress UK
Email: help@ivictress.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Goods ordered:

Order number:

Date ordered:

Date received:

Customer name:

Customer address:

Customer signature:
Only required if this form is sent on paper.

Date:

16. Contact Information

CN COMMERCE GROUP LTD, trading as iVictress UK

Company number: 16640815

Registered office:

Unit C, Aldow Enterprise Park
Blackett Street
Manchester, England, M12 6AE
United Kingdom

Email: help@ivictress.co.uk

Phone and WhatsApp: +44 7383 375991

Customer support:

Monday to Friday, 8:00 AM–6:00 PM, UK time

Saturday, Sunday and UK public holidays: Closed

We aim to respond within 24–48 business hours.