Refund & Returns Policy

Last updated: 12/02/2026

At The VANA Project, every piece is created with care — from the artwork itself to the way it’s packaged and sent into the world. We want you to feel confident and supported when you shop with us. This policy explains how refunds, returns, and exchanges work in a clear and honest way.

1. Our Commitment

Your experience matters. If something arrives damaged, isn’t what you expected, or you simply change your mind, we’ll do our best to make things right within the framework of UK consumer law.

2. Eligibility for Returns

You may request a return or refund if:

• You contact us within 14 days of receiving your order

• The item is unused, in its original condition, and returned safely

• The product is not a personalised or custom-made item

Once your return is approved, you’ll have 14 days to send the item back.

Items that cannot be returned

Because of their nature, we cannot accept returns for:

• Custom or personalised pieces

• Digital downloads

• Items damaged through misuse or improper handling

• Sale items (unless faulty)

If you’re unsure whether your item qualifies, just reach out — we’re here to help.

3. Faulty or Damaged Items

If your order arrives damaged or defective, please email us within 48 hours with:

• Your order number

• Photos of the packaging and the item

• A brief description of the issue

We’ll replace or refund the item as quickly as possible.
We may ask you to return the item or dispose of it responsibly.

4. Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

Approved refunds are issued to your original payment method.
Please allow 5–10 working days for your bank or payment provider to process the transaction.

Shipping costs are non‑refundable unless the item was faulty.

5. Exchanges

If you’d like to exchange an item, please contact us first.
Exchanges are subject to product availability and the same conditions as returns.

6. Return Shipping

Unless the item is faulty, customers are responsible for return postage.

We recommend using a tracked service to ensure the item arrives safely.
We cannot issue refunds for items lost in transit.

7. Cancellations

If you need to cancel an order, please contact us as soon as possible.
If your order hasn’t been dispatched, we’ll cancel and refund it in full.

Once an order has shipped, it will need to be returned following the steps above.

8. How to Start a Return

To begin a return, exchange, or refund request, email us at:

info@thevanaproject.store
Please include your order number and the reason for your request.

We’ll guide you through the next steps with clarity and care.

9. Our Values

The VANA Project is built on respect — for nature, for craft, and for the people who support this work.
This policy is designed to be fair, transparent, and rooted in that same ethos.