Refund and Returns Policy

Last updated: 22 October 2026

1. Key Information

• Returns window: 90 days from the day you receive your order
• Statutory right to cancel: 14 days from delivery (Consumer Contracts Regulations 2013 - see section 2)
• Return shipping: free - a free prepaid return label (Royal Mail or DPD)
• Exchanges: accepted (for another product or another item of the same product)
• Restocking fee: none
• Refund method: to your original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay), with no fees
• Refund time: within 5 - 10 days of receiving your return, plus 3 - 5 days (Monday to Friday) for your bank to show the credit

2. Your right to cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods.

To exercise the right to cancel, you must inform us (Vayden, 3 Queen Victoria Street, Blackburn, BB2 2QG, United Kingdom, e-mail contact@vayden.shop, phone +44 7529 757664) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay and Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you communicate your cancellation. We pay the cost of returning the goods and send you a prepaid returns label. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Your right to cancel is unconditional - it does not require our approval, the original packaging or attached labels.

Model cancellation form

3. Our 90-day returns policy

In addition to your statutory right to cancel, Vayden gives you 90 days from the day you receive your order to return any item for a full refund or an exchange - no reason needed, and the return is free. For returns made after the 14-day cancellation period, the item should be unused and complete (with all tools, batteries, chargers, bits, blades and accessories) and returned in its original packaging, including the case or tool bag. These conditions apply only to our voluntary 90-day returns policy - your statutory rights are not affected.

4. How to return an item

1. E-mail us at contact@vayden.shop or use our contact form with your order number and the items you want to return. To cancel, a clear statement is enough; you do not need to give a reason.
2. Within 24 hours we e-mail you a free prepaid return label (Royal Mail or DPD, depending on the size of the parcel). Receiving the label is not a condition for your cancellation to be valid.
3. Pack the item securely (for returns under our 90-day policy, in its original packaging) and stick the label on the parcel. Hand it in at any Post Office or DPD Pickup point, as shown on the label, or book a free collection from your door. Power tool kits with lithium-ion batteries must go back by road with the label we send - please do not post them abroad or by air.
4. When your return arrives and has been checked, we confirm by e-mail and send your refund.

5. Exchanges

Would you prefer a different product? Tell us which item you would like instead when you contact us. We send the new item as soon as your return is on its way to us; any difference in price is refunded or charged to your original payment method. Exchanges are free of charge.

6. Refunds

We refund the full price you paid, including delivery, to your original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay) within 5 - 10 days of receiving and checking your return. Depending on your bank or card issuer it can take a further 3 - 5 days (Monday to Friday) for the credit to show. We never charge a restocking fee.

7. Faulty items - Consumer Rights Act 2015

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement (and, if that is not possible or does not work, a price reduction or refund). Nothing in this policy affects these statutory rights. Faulty items are always covered, whether or not they are in their original packaging. For a faulty item, please send us a short description and a photo or video of the fault; we pay all return costs.

8. Complaints

If you are not happy with how your return was handled, please contact our customer service first - we aim to answer every enquiry within 24 hours. We do not currently subscribe to an Alternative Dispute Resolution (ADR) scheme. If we cannot resolve your complaint, you can get free advice from the Citizens Advice consumer helpline (0808 223 1133) or use the small claims track of the county court. Nothing in these terms restricts your statutory rights.

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