Refund policy

Refund & Returns Policy

At VACATOL, customer satisfaction is our highest priority. In addition to your statutory rights under UK law, we offer a 30-Day Extended Money-Back Policy.

1. 30-Day Return Window

Our return window lasts 30 calendar days starting from the date your order is delivered. You may request a return at any point within this 30-day period. If 30 days have elapsed since delivery, we cannot offer an exchange or refund.

2. Return Eligibility & Condition

To qualify for a standard return:

  • The item must be clean, unused, and in the same condition that you received it.

  • It must remain in its original packaging with all included accessories (pouch, instruction cards, straps).

  • Proof of purchase (order confirmation number or receipt) is required.

Please do not return items directly to the manufacturer address without prior authorisation.

3. How to Request a Return

  1. Contact our support team at support@vacatol.com with your Order Number and reason for return.

  2. Our team will review your request and provide the designated UK return warehouse address along with instructions.

  3. Packages returned without prior authorisation cannot be processed.

4. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you have a legal right to a full refund, replacement, or repair if your item arrives damaged, defective, or misdescribed.

  • Please inspect your package upon delivery and notify us promptly at support@vacatol.com with clear photos or video footage of the defect.

  • For verified faulty or incorrect items, VACATOL will cover all return postage costs and dispatch a replacement or issue a 100% refund immediately.

5. Refund Process & Timelines

  • Upon receiving and inspecting your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • Once approved, your refund will be processed automatically to your original method of payment within 5 to 7 business days.

  • Depending on your card issuer or bank, funds generally appear on your bank statement within an additional 3–5 working days.

6. Late or Missing Refunds

If your approved refund has not appeared after 10 business days:

  1. Double-check your banking app or credit card statement.

  2. Contact your bank or credit card provider, as processing times vary.

  3. If you have completed these steps and still have not received your funds, contact us at support@vacatol.com.

7. Return Postage & Shipping Costs

  • Standard / Change-of-Mind Returns: The customer is responsible for the direct cost of returning the item. If you return an order within the statutory 14-day cancellation window, your original standard delivery fee will be refunded (any optional express postage upgrade fees remain non-refundable). We strongly advise using a tracked courier service.

  • Damaged / Defective Returns: VACATOL covers 100% of the return delivery costs.

8. Contact Us

For any inquiries relating to returns or warranty claims:

  • Brand Name: VACATOL

  • Customer Support: support@vacatol.com

  • Website: www.vacatol.com