Refund policy

Returns & Refund Policy

Returns

We accept returns on all physical items within 14 days of delivery, provided the item is in re-saleable condition (i.e., unused and in its original packaging).

To begin a return, please email:
📧 village-live@hotmail.com
Include your order number and the item(s) you wish to return.

Customers are responsible for the cost of return shipping.

Refunds

Once your returned item is received and inspected, we will notify you of approval or rejection of your refund.

Approved refunds will be issued to your original payment method, minus:

  • the original shipping cost, and

  • any payment processor fees that cannot be reclaimed.

Please allow up to 5–10 working days for refunds to appear, depending on your bank or card provider.

Damaged or Defective Items

We cannot accept responsibility for items damaged during transit using non-tracked or non-insured postal services (e.g., broken vinyl).
However, if your item arrives severely damaged, please contact us — we will always try to help where possible.

To assist us, include clear photos of the packaging and the damaged item.

Incorrect or Incomplete Addresses

If a parcel is returned to us due to:

  • an incorrect/invalid address,

  • failure to collect from your local postal depot, or

  • other customer-related delivery issues,

you may choose to:

  1. Re-ship the item (additional postage required), or

  2. Receive a refund for the item(s) only, minus:

    • the original shipping cost, and

    • any payment processor fees.

This does not apply to items damaged during their return journey.

Missing Packages

For orders using untracked standard services, items are not insured and cannot be located while in transit.

If your order has not arrived:

  • UK: Please allow up to 14 days from dispatch

  • International: Please allow up to 28 days from dispatch

After these timeframes, contact us and we will investigate further.

Non-Returnable Items

We cannot accept returns on:

  • Digital downloads

  • Gift cards

  • Items marked as "final sale"

  • Any item returned outside the 14-day window

Need Help?

For any questions regarding returns, refunds, or order issues, email us at:
📧 village-live@hotmail.com

We aim to respond as quickly as possible and will always try to offer a fair, reasonable solution.