Refund & Return Policy

 

At Vicalyx, customer satisfaction is our priority. Please read our return and refund policy carefully below. Please note that we do not offer exchanges.

1. Defective or Damaged Products

Received a defective product? Contact our customer service immediately. Vicalyx will cover the return costs and offer either a replacement or a full refund.

Report it: Please contact us within 30 days of receiving your parcel at info@vicalyx.com.

Received the wrong item? Get in touch and we’ll organise a free return and send you the correct product.

2. Order Not Received

If your order hasn’t arrived, contact us. We will investigate with the carrier. If the parcel is deemed lost, you will receive either a refund or a replacement.

3. Cancelling an Order After Purchase

You can cancel your order as long as it hasn’t been dispatched. If it has already been shipped, please follow our return procedure.

4. Returns for Non-Defective Products

Right of withdrawal: Under the Consumer Contracts Regulations, you have a legal right to withdraw within 14 days. At Vicalyx, we extend this to 30 days.

You may return your items within 30 days of receipt for a full refund. Contact us at info@vicalyx.com to initiate the process or refer to this policy.

5. No Exchanges

We do not process exchanges. If you want a different product, simply return the unwanted item and place a new order.

6. Return & Refund Timelines

  • Return window: Returns must be initiated and shipped within 30 days.
  • Processing time: Once received and inspected, refunds are issued within 7 working days and confirmed by email.
  • Conditions: Items must be unused, undamaged and in their original packaging. Defective or incorrect items will be refunded after inspection.
  • Refund timeline: Approved refunds are issued within 7 working days to the original payment method.
  • Return shipping: Fully covered by Vicalyx.

7. Exceptions to Returns

The following items cannot be returned:

  • Custom or made-to-order products
  • Hygiene products (e.g. socks, underwear) unless unopened and unused

8. Return Address

Please contact info@vicalyx.com to initiate your return and receive instructions.

Return address:
Liimi tn 1b, Kristiine linnaosa, Tallinn, Harju maakond, 10621, Estonia

Phone: +443306845607

9. Shipping & Fees

  • Shipping method: DPD UK , FedEx UK , DHL Express UK
  • Restocking fees: None

10. Your Legal Rights

This policy complies with your rights under the UK Consumer Rights Act 2015.

11. Customs Duties & Import Taxes

If you are charged any import duties or customs taxes, Vicalyx will fully refund them upon receipt of official proof (carrier or customs invoice).

Contact

For any queries, please check our FAQ page or contact our customer service.

Store Name: Vicalyx
Company Name: Ecom Empire OÜ
Registration Number: 16494984
Registered Office: Liimi tn 1b, Kristiine linnaosa, Tallinn, Harju maakond, 10621, Estonia
Website: https://vicalyx.com/
Country of Sale: United Kingdom
Customer Service Email: info@vicalyx.com
Phone Number:  +443306845607

To contact us: contact
Time Zone: (GMT+1) Central European Time (Paris)
Customer Service Hours: Monday to Friday, 09:00–17:00

We aim to respond within 24 working hours. Queries sent on Friday or weekends will be answered the following Monday.