Returns

Last updated: 21 October 2026

Our returns policy

Our products are sent to you directly by our suppliers, and they take back only items that are faulty, damaged or wrong. So our policy follows theirs, on top of your legal rights:

• Faulty, damaged or wrong item? We'll make it right for free. Tell us within 30 days of delivery. You pay nothing: we cover any return postage, and we may ask for photos and may not need the item back.
• Changed your mind? You can cancel within 14 days of delivery under your legal right to cancel (below). The item must be unused and in a resaleable condition, and the return postage is yours.

Some items have their own rules, always shown on the product page before you buy:

• An item marked "Returns for faulty items only" cannot be returned just because you changed your mind, but can still be returned if it is faulty, damaged or not as described.
• Hygiene and sealed items cannot come back once opened or used, unless they are faulty.

How to return something

If you have an account

1. Sign in and go to Your account > Returns. Delivered orders with items you can still return are listed there.
2. Choose the items, tell us why, and choose a refund to your original payment method or store credit.
3. You get a return reference (it starts with RMA-) straight away. We check your request, usually within one working day.
4. Once it is approved, write the return reference on the parcel and post it to the address we give you (for a faulty item we may not need it back, and we will say so). Then press "I've sent it" on the return.
5. You can follow the return in your account, and cancel it any time before you post it.

By email

If you checked out as a guest, or prefer email, contact us at support@vendsage.co.uk with your order number (for example VS-2026-000123) and the items you want to return. We will reply with a return reference and the address to send it to. Our returns address is Suite 109, 28a Church Road, Stanmore, England, HA7 4AW, but please contact us first: we can only match a parcel to your order if it carries a return reference.

Sending it back

Please send items back unused, with any tags and, where possible, in the original packaging. Use a tracked service and keep your proof of postage until your refund arrives. Unless the item is faulty, damaged or wrong, you pay the return postage.

Refunds and replacements

• Once we have received and checked the item, we will refund you to your original payment method, add store credit to your account if you chose it, or send a replacement of the same item if you asked for one.
• Store credit appears in your account as soon as the return is checked. A refund to your card usually takes a few working days to appear, depending on your bank.
• When you send back the whole order, whether you are cancelling or it is faulty, we also refund the standard delivery charge you paid.

Damaged, faulty or wrong items

If something arrives damaged, faulty or is not what you ordered, tell us within 30 days of delivery: start a return in your account or contact us with your order number. Photos help us sort it out quickly. We cover the return postage (and may not need the item back), and we will send a replacement or give you a full refund, including the delivery charge when the whole order is affected.

Your legal rights

14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order, for any reason, within 14 days of the day you receive the goods (the last parcel, if your order came in several). Tell us within that time, then send the goods back within 14 days of telling us, at your own cost. We will refund the price and, if you cancel the whole order, the standard delivery charge, within 14 days of getting the goods back, or of you showing us proof of posting, whichever is sooner. We may reduce the refund if the goods have been handled more than you would need to in a shop to see what they are and how they work. Sealed hygiene items that have been unsealed after delivery are not covered.

You can tell us you are cancelling in any clear way, such as an email or a return request in your account, or by sending the model cancellation form below.

Model cancellation form

If you want to use it, copy this into an email to us at support@vendsage.co.uk:

• To Commercelia Ltd, Suite 109, 28a Church Road, Stanmore, England, HA7 4AW, support@vendsage.co.uk:
• I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the items]
• Ordered on [date] / received on [date]
• Order number: [order number]
• Name of consumer(s): [your name]
• Address of consumer(s): [your address]
• Date: [date]

Faulty goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you can reject them for a full refund within 30 days of delivery; after that you can ask for a repair or replacement, and if that does not work, a price reduction or refund.

Nothing on this page affects your rights under the Consumer Rights Act 2015.