Last updated: 7 October 2026
We want you to feel confident ordering from Vantorra. If something is not right, contact us and we will work to resolve it as quickly as possible.
Change-of-mind returns
If you are a UK consumer buying online, you generally have the right to cancel your order within 14 days of receiving your goods. After telling us you wish to cancel, you should return the goods within the following 14 days.
To start a return, contact us before sending anything back. We will provide the correct return instructions and return address. Please do not send a return to the address shown on the original parcel unless we specifically tell you to do so.
For change-of-mind returns, the item should be returned in a condition that allows us to inspect it, with any original accessories and packaging where reasonably possible. You are responsible for the direct cost of return shipping unless we agree otherwise.
Faulty, damaged, incorrect or incomplete items
If your item arrives damaged, faulty, materially different from what you ordered, or with important parts missing, contact us as soon as possible. We may ask for clear photos or a short video so we can confirm the issue and resolve it quickly.
Depending on the circumstances, we may offer a full refund, replacement, partial refund, or another appropriate remedy. Where an issue is clear, we may choose to refund you without requiring the item to be returned.
Order cancellations
If you contact us before your order has been processed for dispatch, we will try to cancel it and issue a refund. Once an order has entered fulfilment or has shipped, cancellation may no longer be possible and the normal returns process may apply.
Refunds
Approved refunds will be issued to the original payment method unless we agree another lawful method with you. For cancelled online orders, refunds will be made without undue delay and within the time required by applicable law.
Where goods are being returned, we may wait until we receive the goods back or you provide evidence that they have been sent, whichever happens first, where permitted by law.
Return shipping and tracking
Please use a reliable tracked service for returns and keep your proof of postage until the return has been completed. If the item is faulty, damaged, incorrect or otherwise not as described, your statutory rights are not affected and we will deal with reasonable return costs as required by law.
Items that may not be eligible for change-of-mind return
Certain products may be excluded from standard cancellation rights where the law allows, such as personalised or made-to-order items, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, and perishable goods. This does not affect your rights if an item is faulty or not as described.
How to request a return or refund
Contact us through the contact details shown on our website and include:
- your order number;
- the name of the item;
- the reason for the return or refund request; and
- photos or video if the item is damaged, faulty, incorrect or incomplete.
We will reply with the next steps and, where a return is required, the authorised return address.
Your statutory rights
Nothing in this policy limits or excludes rights you have under applicable consumer law. Goods sold to consumers must be as described, of satisfactory quality and fit for purpose.