Refund and Returns Policy

Last updated: 29/10/2025
Website: https://vesta-u4hjyh0tml.live-website.com
Email: admin@vesta.scot

1. Overview

At Vesta, we take great pride in creating unique, personalised gifts designed to your exact specifications. Each item is made with care, whether it includes custom engraving, text, or images.
Because many of our products are made to order and personalised, different terms apply compared with non-personalised goods. Please read this policy carefully to understand your rights and our obligations.

2. Personalised Items

Under UK consumer law, personalised or custom-made products are generally non-refundable and non-returnable, unless they arrive faulty, damaged, or with an error caused by us.

We are unable to accept returns or issue refunds for personalised items if:

You change your mind after placing the order.
There is an error in the text, spelling, or image provided by you.
You have approved a proof or confirmed personalisation details that were later found to be incorrect.

Please double-check all personalisation details before completing your order.

3. Faulty or Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of receipt by emailing admin@vesta.scot with:

Your order number
A clear description of the issue
Photographs showing the fault or damage

Once we have reviewed your case, we will offer one of the following remedies:

A replacement of the same item (if applicable)
A partial refund
A full refund (where a replacement is not possible)

We may ask you to return the faulty item before processing a replacement or refund.

4. Non-Personalised Items

For non-personalised products, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
To exercise this right, please contact us at admin@vesta.scot within 14 days of delivery.
Returned items must be unused, in their original packaging, and in resellable condition.
Once we receive and inspect the return, we will issue a refund (excluding any original delivery costs).

5. Order Cancellations

Orders for personalised items cannot be cancelled once production has started.
If you need to amend or cancel a personalisation request, please contact us as soon as possible at admin@vesta.scot. We will do our best to accommodate changes before engraving or printing begins.

6. Return Shipping

If a return is approved, we will advise whether return shipping is required.

For faulty or damaged goods, Vesta will cover the return postage costs or provide a prepaid shipping label.
For non-faulty returns (non-personalised items only), customers are responsible for return postage costs.

We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

7. Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days of us receiving and inspecting your return. Processing times may vary depending on your bank or payment provider.

8. Contact Us

If you have any questions about this Refund and Return Policy or need assistance with a return, please contact us:

📧 Email: admin@vesta.scot
🌐 Website: https://vesta-u4hjyh0tml.live-website.com