Refund & Returns Policy
At Voyza Ltd, we want you to be happy with your purchase. If you change your mind about an order or experience an issue with your product, we are here to help.
1. Your Right to Cancel
For most products purchased online, UK consumer law gives you the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
After notifying us of your decision to cancel, you normally have a further 14 days to return the goods.
This statutory cancellation right is separate from your rights regarding faulty, damaged or incorrectly supplied products.
2. Returns Eligibility
For a change-of-mind return, please take reasonable care of the product while it is in your possession.
You may handle and inspect the product as you would in a shop. However, if the product has been used, assembled or handled beyond what is reasonably necessary to inspect it, we may be entitled to make a deduction from your refund for any resulting loss in value, where permitted by law.
Where possible, please return the item in its original packaging and with all included parts and accessories.
3. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at contact@voyza.co.uk.
Please provide clear photos or videos showing the issue where possible. This helps us investigate and resolve the matter quickly.
Depending on the circumstances and your legal rights, we may offer a replacement, repair or refund at no additional cost to you.
Your statutory rights regarding faulty, damaged or incorrectly described goods are not affected by this policy.
4. Lost or Delayed Orders
If your order has not arrived within the estimated delivery timeframe, please contact us at contact@voyza.co.uk.
We will investigate the shipment and work with our delivery partner to resolve the issue.
If an order is confirmed as lost, we will work with you to provide an appropriate resolution, which may include a replacement or refund, subject to your legal rights.
5. How to Request a Return
You can submit a return request directly through your Voyza account.
To request a return:
- Sign in to your account at https://account.voyza.co.uk
- Go to your order and select the item(s) you wish to return.
- Select your return reason and submit your request.
- Once reviewed, you will receive an email with the outcome and, where applicable, return instructions.
If you checked out as a guest or cannot access your account, please contact us at contact@voyza.co.uk and we will assist you.
Please wait for our return instructions before sending an item back so that we can provide the correct return address and process your return efficiently.
6. Return Shipping Costs
For a change-of-mind return, you are generally responsible for the cost of returning the item unless we have agreed otherwise.
If the product is faulty, damaged, incorrect or does not match its description, we will cover reasonable return costs where required by law.
As standard UK delivery is free at Voyza, there is no standard delivery charge to refund. If you selected a more expensive delivery option, any refund will be limited to the cost of the standard delivery option where required by law.
7. Refunds
Once your returned goods have been received, we will process your refund in accordance with applicable UK consumer law.
For a statutory cancellation, refunds will normally be issued within 14 days of the date we receive the returned goods, or earlier where required by law.
Refunds will be made to the original payment method unless otherwise agreed.
Please note that your refund may be reduced if the value of the goods has been diminished by handling beyond what is reasonably necessary to inspect the goods.
8. Non-Returnable Situations
The following may affect your right to a refund:
- Products that have been damaged through misuse or handling beyond what is reasonably necessary to inspect them
- Products that have been assembled or altered beyond what is reasonably necessary to inspect them
- Orders where incorrect delivery information was provided by the customer, where this has caused additional delivery or return costs
- Any specific products that are legally exempt from cancellation rights
Nothing in this section limits your statutory rights in relation to faulty, damaged or incorrectly described goods.
9. Refund Policy and Your Legal Rights
Nothing in this policy is intended to exclude or restrict your statutory rights as a consumer.
Where this policy differs from mandatory UK consumer law, your legal rights will apply.
For more information about your consumer rights, please refer to the relevant guidance provided by GOV.UK.
10. Contact Us
If you have any questions about returns, refunds or cancellations, please contact us:
Voyza Ltd
Email: contact@voyza.co.uk