Refund policy
Returns, cancellations and refunds
14-day right of withdrawal
If you are a consumer purchasing from me online, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period begins when you, or a person designated by you, receives the order. If an order is delivered in several separate shipments, the period begins when the last item is received.
You can submit a return or cancellation request through the online Returns & cancellations function, or contact me at contact@vivekagren.com with a clear statement that you wish to withdraw from your purchase.
After notifying me that you wish to withdraw, you must return the item without undue delay and no later than 14 days after your notification.
Return shipping
If you exercise your right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the item.
Please package the item carefully. You may inspect the item in the same way you reasonably could in a physical shop. If the item has been handled more than necessary to establish its nature, characteristics and function, you may be responsible for any resulting reduction in value.
Original packaging is appreciated where available but is not generally a condition for exercising your statutory right of withdrawal.
Cancellations before fulfilment
You can request cancellation of an order through the online Returns & cancellations function until the item has been fulfilled. If cancellation is no longer available because the order has already been fulfilled, you may instead exercise your right of withdrawal and return the item in accordance with the terms above.
Refunds
When you exercise your statutory right of withdrawal, I will refund the payments received from you, including the cost of the least expensive standard delivery option offered for your order.
If you chose a more expensive delivery option, such as express delivery, the additional delivery cost will not be refunded.
The refund will be made using the same payment method used for the original purchase, unless otherwise agreed.
I will withhold the refund until I have received the returned item or you have provided evidence that it has been sent back, whichever occurs first. The refund will be made without undue delay and in accordance with applicable consumer law.
No restocking fee is charged.
Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in certain situations provided by law. This includes goods made to your specifications or clearly personalised for you.
A product is not excluded from the right of withdrawal merely because it is made or ordered after you place your order if it forms part of my standard range and has not been individually customised for you.
Sale items are covered by the same statutory right of withdrawal as full-price items unless another legal exception applies.
Damaged, faulty or incorrect items
If you receive an item that is damaged, faulty or incorrect, please contact me at contact@vivekagren.com as soon as reasonably possible and describe the problem. If possible, include photographs.
Your statutory rights regarding faulty goods are separate from your right of withdrawal. You will not be charged return shipping costs where I am responsible for a faulty, damaged or incorrect item.
Exchanges
I do not offer direct exchanges through the webshop. If you would like another item, you can return the original item in accordance with the terms above and place a new order.
Contact
For questions about returns, cancellations, refunds or faulty items, please contact:
Viveka Gren
contact@vivekagren.com