VSOCOOL
Returns & cancellations
Updated 1 August 2026
Order receipt and confirmation
An order-received message acknowledges your request. Your order is confirmed when we tell you that we have accepted the relevant items. A payment authorisation or hold alone is not confirmation. Availability may change while we check your order. If an item is unavailable, we will release its authorisation or refund it in full, including unused applicable shipping, without a cancellation fee. We will not substitute an item without your agreement.
Our delay-refund promise
If delivery is more than 30 calendar days beyond the latest estimated delivery date, including any add-on reset and applicable 14-calendar-day preorder allowance, you may cancel the delayed items for a full refund, including their applicable shipping charge. No cancellation fee applies. Further supplier delays or tracking updates do not automatically restart this deadline. For a whole delayed order, the refund includes the full shipping charge; for part of an order, it includes the shipping attributable to the delayed items. No cancellation, administration or payment-processing deduction applies. Supplier or carrier delays do not remove this promise. If refunded goods later arrive, contact us to arrange their return at our expense. Any earlier right or remedy under applicable law remains available.
Personal cancellations before dispatch
Personal cancellations before dispatch: we keep 35% before order confirmation (65% refunded), or 65% after confirmation (35% refunded), of the cancelled goods after discounts. Unused shipping is refunded. Exceptions and your statutory rights apply. The stage is determined by when we receive your cancellation request. No additional administration or payment-processing fee is deducted. If payment is only authorised, we will explain any applicable cancellation payment and release before processing it. After dispatch, our returns policy applies. These fees do not apply when we cannot supply the item, for faulty or incorrect goods, under our delay-refund promise, or where the law gives you a fee-free cancellation or refund.
Change-of-mind and fit returns
Except where applicable law provides otherwise, we do not accept returns or exchanges because you change your mind, choose the wrong size or colour, no longer need an item, or dislike the fit where the item matches its description. This does not apply to faulty, damaged, incorrect or misdescribed goods.
An issue with your item
Please contact us promptly with your order number, a description and reasonable supporting photos if an item is faulty, damaged, incorrect or not as described. Keep the item and tags where possible. An unboxing video is not required. We will arrange a suitable replacement, refund or other remedy required by law. Damage caused by misuse, alteration or failure to follow care instructions is not an original fault; this does not affect a claim for an underlying defect.
Approved returns
Contact us before returning an item so we can provide the correct address and instructions. Please keep it unworn and unused except for reasonable inspection or discovering a fault, with tags and packaging where possible. Missing packaging does not automatically remove your rights. Post approved returns within 5 days of our instructions unless we agree otherwise or the law gives you a different deadline, and keep proof of postage. We cover reasonable return postage for faulty, incorrect or misdescribed items. We will explain any other applicable return costs before you send an item. There is no restocking fee.
Refund timing and method
We process approved refunds within 5 days, or sooner where the law requires. If a return is needed, we will explain the steps and timing when approving it. Refunds go to the original payment method unless another method is agreed; we will not require you to accept store credit. Your bank may take additional time to show a refund or release an authorisation hold.
Your rights and changes to these terms
These terms do not exclude mandatory consumer rights or liability that cannot lawfully be excluded, including liability for fraud. Any greater rights under applicable law take priority over cancellation fees, return restrictions and delivery periods. Changes to our terms apply to future orders; the version you accepted continues to apply to your order.
Contact us
Please include your order number when contacting VSOCOOL. support@vsocool.com · Instagram: @vsocool.official