Return & Refund Policy

Last updated: 13 August 2026

At Voonken Dowz, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing products through VoonkenDowz.store, including your statutory rights under applicable UK consumer law.

Nothing in this Policy limits or excludes any rights you may have under applicable consumer protection legislation.

1. Your Right to Cancel an Online Order

If you are a consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.

You may notify us that you wish to cancel your purchase at any time from the date the contract is concluded until 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If a single order contains multiple goods delivered separately, the cancellation period normally runs from the day after you receive the final item.

To exercise your right to cancel, you must send us a clear statement informing us of your decision before the cancellation period expires.

You may contact us at:

Email: contact@VoonkenDowz.store
Website: VoonkenDowz.store

You do not need to provide a reason for cancelling your order.

These cancellation rights arise principally under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Returning Goods After Cancellation

After informing us that you wish to cancel, you must normally return the goods within 14 days from the date on which you informed us of your decision to cancel.

Please contact contact@VoonkenDowz.store for the appropriate return instructions and return destination.

Contacting us for return instructions does not affect your statutory right to cancel, provided that you informed us of your decision within the applicable cancellation period.

You should retain proof of postage or other evidence showing that the goods were returned.

3. Condition of Returned Goods

You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably inspect an item in a physical shop.

For clothing, this generally means that you may try the item on carefully but should not wear it for extended periods, wash it, alter it or otherwise use it beyond what is reasonably necessary to inspect it.

Where the value of an item has been reduced because it has been handled beyond what is reasonably necessary, we may make a deduction from the refund to reflect the reduction in value where permitted by law.

Where possible, please return products with their original packaging, accessories and accompanying items. However, your statutory rights are not automatically lost merely because original packaging is unavailable.

4. Return Shipping Costs for Change-of-Mind Returns

Where you exercise your statutory cancellation right simply because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided that we informed you of this responsibility as required by law.

We may choose to provide a prepaid return service in individual cases, but unless we expressly state otherwise, this does not create an obligation to provide free returns for all change-of-mind returns.

5. Refunds Following Cancellation

When you validly exercise your right to cancel, we will refund the payments received from you for the returned goods.

Where you paid a delivery charge for the original order, we will also refund the cost of our standard delivery option where required by law.

If you selected a delivery method that was more expensive than our least expensive standard delivery method, we are not required to refund the additional amount attributable to the premium delivery option.

We may withhold the refund until:

• we receive the returned goods; or

• you provide evidence that you have sent the goods back,

whichever occurs first.

Once the applicable condition is satisfied, your refund will be made without undue delay and no later than 14 days as required by applicable law.

The refund will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

No refund fee will be charged for exercising a statutory right.

6. Faulty, Damaged, Misdescribed or Unsuitable Goods

Your cancellation rights are separate from your rights where goods are faulty.

Under the Consumer Rights Act 2015, goods supplied by us must, where applicable:

• be of satisfactory quality;

• be fit for their intended or expressly agreed purpose;

• match their description; and

• comply with other applicable statutory requirements.

If a product does not meet these requirements, you may have statutory rights to a refund, repair, replacement or price reduction.

7. Short-Term Right to Reject Faulty Goods

Where goods fail to conform to the contract, consumers generally have a 30-day short-term right to reject qualifying goods and request a refund.

The precise start and calculation of this period depends on the circumstances prescribed by the Consumer Rights Act 2015.

If the short-term right to reject applies and you exercise it correctly, we will provide the remedy required by law.

8. Faults Identified After the Initial 30-Day Period

If a fault is identified after the short-term right to reject has expired, you may be entitled to require a repair or replacement.

Any repair or replacement required under the Consumer Rights Act 2015 must be carried out within a reasonable time, without significant inconvenience to you and at the trader's necessary cost.

Depending on the circumstances, if repair or replacement is impossible, unsuccessful or not provided in accordance with the law, you may then be entitled to a price reduction or to exercise the final right to reject the goods.

9. Costs of Returning Faulty Goods

Where goods are validly rejected because they do not conform to the contract, Voonken Dowz will bear the reasonable costs of returning the goods, as required by applicable consumer law.

Please contact us before arranging the return of a faulty product so that we can provide appropriate return instructions. This request is intended to facilitate the return and does not remove any statutory right you may have.

10. Incorrect or Damaged Orders

If you receive:

• the wrong product;

• an item that has been damaged in transit;

• a defective item; or

• an item that materially differs from its description,

please contact us at contact@VoonkenDowz.store as soon as reasonably possible.

Please include your order number and, where useful, photographs or other information showing the problem.

We may request reasonable evidence to help us assess the issue, but nothing in this section restricts your statutory consumer rights.

11. Exceptions to the Right to Cancel

The statutory change-of-mind cancellation right does not apply to certain categories of goods specified by law.

Relevant examples may include:

• goods made to the consumer's specifications or clearly personalised;

• sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery; and

• other goods or contracts excluded by applicable legislation.

An exception to the statutory change-of-mind right does not remove your rights where a product is faulty, misdescribed or otherwise fails to comply with consumer law.

12. Sale and Promotional Items

Products purchased during a sale, discount or promotional campaign retain the same statutory consumer rights concerning faulty, misdescribed or non-conforming goods as products purchased at full price.

Any promotional terms we offer are additional to, and do not replace, your statutory rights.

13. Exchanges

Where available, we may allow an exchange for another size, colour or product.

An exchange offered by Voonken Dowz is an additional commercial service and does not replace your statutory right to cancel an eligible online purchase or your rights concerning faulty goods.

Availability of replacement products cannot be guaranteed.

14. Proof of Purchase

We may request reasonable proof that the product was purchased from Voonken Dowz.

Acceptable evidence may include your order confirmation, order number or another reasonable record demonstrating the purchase.

15. Refund Processing

Once a refund has been issued by Voonken Dowz, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

Where UK consumer law sets a deadline for us to make a refund, we will issue the refund within that statutory period.

16. Refused or Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid notification that you wish to exercise your statutory right to cancel.

Where you wish to cancel your contract, you should provide us with a clear statement of your decision to cancel.

Any refund due following the return of an uncollected or refused order will be dealt with in accordance with your statutory rights and this Policy.

17. Our Returns Policy Does Not Restrict Your Legal Rights

We will not use this Policy to exclude, restrict or misrepresent consumer rights that cannot lawfully be excluded or restricted.

UK government guidance expressly states that traders must not mislead customers about their rights to refunds and returns.

Our commercial practices are also subject to applicable consumer protection rules, including the unfair commercial practices provisions of the Digital Markets, Competition and Consumers Act 2024, which have applied to commercial practices from 6 April 2025.

18. How to Cancel Your Order

You may cancel by sending us any clear statement confirming your decision to cancel.

Email:

contact@VoonkenDowz.store

Please include, where possible:

• your full name;

• your order number;

• the product or products you wish to cancel;

• the date of your order;

• the date the goods were received; and

• a statement confirming that you wish to cancel the contract.

Providing this information helps us process your request efficiently but does not replace or restrict the legal requirements for a valid cancellation.

19. Model Cancellation Form

You may use the following form if you wish, but use of this form is not mandatory.

To: Voonken Dowz

Email: contact@VoonkenDowz.store

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Goods: ______________________________

Order number: _______________________

Ordered on: _________________________

Received on: ________________________

Customer name: ______________________

Customer address: ___________________

Date: _______________________________

Signature: __________________________
Only required where this form is submitted on paper.

Consumers are permitted to use a model cancellation form or any other clear statement communicating their decision to cancel.

20. Contact Us

If you have questions about a return, cancellation, refund or defective product, please contact:

Voonken Dowz
Website: VoonkenDowz.store
Email: contact@VoonkenDowz.store

We will respond to enquiries as soon as reasonably possible.

21. Applicable Consumer Law

This Policy is intended to operate consistently with applicable UK consumer protection legislation, including, where relevant:

• the Consumer Rights Act 2015;

• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and

• the consumer protection provisions of the Digital Markets, Competition and Consumers Act 2024.

If any provision of this Policy conflicts with a mandatory consumer right, the applicable statutory consumer right will prevail.