Return Policy

Last updated: October 1, 2026

We want you to be happy with your purchase. This Return Policy explains how cancellations, returns, replacements and refunds work at VumaStudio. Please read it carefully before placing an order. Nothing in this policy limits your statutory rights as a consumer, including your rights if a product is faulty or not as described.

1. Order Cancellations

  • You can cancel your order free of charge as long as it has not been shipped yet. Please contact us as soon as possible, ideally within 24 hours of placing your order, as orders are usually processed within 1-2 business days.
  • If your order has not been shipped, we will cancel it and refund you in full to your original payment method.
  • If your order has already been shipped, it can no longer be cancelled. You can return it after delivery as described below.

2. Returns

You may request a return within 14 days of receiving your order. To be eligible for a return:

  • the item must be unused and in the same condition you received it;
  • the item must be in its original packaging, with all parts, accessories and any free gifts included;
  • you must provide your order number or other proof of purchase.

We may reduce the refund if the item shows signs of use or has been handled more than necessary to check its nature, characteristics and functioning.

3. Hygiene Items

For health and hygiene reasons, hygiene and personal care products, such as items that come into direct contact with the skin, face, hair or body, cannot be returned once their seal or protective packaging has been opened or the product has been used, unless they are faulty, damaged or not as described. Unopened items in their original sealed packaging can be returned under section 2.

4. How to Start a Return

  1. Contact us at the email address below with your order number, the item you want to return and the reason for the return.
  2. We will review your request and, if it is approved, send you return instructions and the return address.
  3. Send the item back within 14 days of receiving our instructions.

Please do not send items back without contacting us first. Returns sent without approval, or sent to the address on the package, may not be accepted. We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost on the way back to us.

5. Return Shipping Costs

  • Change of mind: you are responsible for the cost of returning the item. Return shipping costs are non-refundable.
  • Faulty, damaged or incorrect items: we cover the full cost (see section 6).

6. Damaged, Faulty or Incorrect Items

Please check your order when it arrives. If an item arrives damaged, faulty or not what you ordered, please contact us within 14 days of delivery so we can resolve it quickly. Please include:

  • your order number;
  • a short description of the problem;
  • clear photos or a short video showing the issue and the packaging.

Once we have confirmed the issue, we will send you a free replacement or issue a full refund, at your choice. In most cases you will not need to send the item back. If a return is needed, we will cover the cost. After 14 days, we can only assess claims under your statutory rights. As we cannot verify how the product has been used or stored, we may ask for additional proof, and issues caused by misuse, accidents or normal wear are not covered.

7. Lost or Undelivered Orders

  • If your tracking shows no updates for an extended period, or your order has not arrived within 30 days of shipping, please contact us. We will investigate with the carrier and, if the parcel is confirmed lost, send a replacement or issue a full refund.
  • If tracking shows your order as delivered but you cannot find it, please check with neighbours and your local post office first, then contact us within 7 days so we can open an investigation with the carrier.
  • We are not responsible for orders that cannot be delivered because of an incorrect or incomplete address provided at checkout, or for orders that are not collected from a pickup point. In such cases, we will do our best to help, but a reshipment may involve an additional shipping cost.

8. Exchanges

We do not offer direct exchanges for change of mind. If you would like a different item, please return the original item following this policy and place a new order. Faulty, damaged or incorrect items are replaced free of charge under section 6.

9. Promotions and Free Gifts

If your order included a free gift or was part of a bundle or promotion, the free gift and all items in the bundle must be returned together with the item. If they are not returned, we may deduct the regular price of the missing items from your refund.

10. Refunds

  • Once we receive and inspect your return, we will email you to confirm whether your refund has been approved.
  • Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card provider, it may take an additional 5-10 business days for the refund to appear on your account.
  • For change-of-mind returns, original shipping costs are non-refundable, except where the law requires otherwise (see section 11).
  • If you have not received your refund within 14 business days after approval, please check with your bank first and then contact us.

11. Right of Withdrawal (EU and UK Customers)

If you live in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, send us a clear statement of your decision by email, for example using the model withdrawal form below. You must then send the item back within 14 days of informing us.

We will refund the price of the product and the standard delivery cost (if you paid for delivery) within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the item back or you have provided proof that you have sent it, whichever is earlier. You are responsible for the direct cost of returning the item. You are only liable for any loss in value caused by handling the item beyond what is necessary to check its nature, characteristics and functioning.

The right of withdrawal does not apply to sealed hygiene items that have been unsealed after delivery (see section 3).

Model withdrawal form (complete and return this form only if you wish to withdraw from the contract):

To: VumaStudio, aiviq.brand@outlook.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name of consumer:
Address of consumer:
Date:

12. Chargebacks

If there is a problem with your order, please contact us before opening a dispute or chargeback with your bank or payment provider. Most issues can be resolved quickly by email, and a chargeback can delay your refund.

13. Contact Us

For cancellations, returns, refunds or any questions about this policy, please contact us:

Support email: aiviq.brand@outlook.com
Contact form: Contact page

We aim to reply within 24 business hours.