Last Updated: July 2026
At Voulaire, we want you to shop with confidence. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains how returns, cancellations, replacements and refunds are handled.
This policy does not affect your statutory rights under UK consumer law.
1. Your Right to Cancel
When you purchase products from Voulaire online, you generally have the right to cancel your order under the Consumer Contracts Regulations 2013.
You normally have 14 days from the day after you receive your goods to notify us that you wish to cancel your purchase. You then generally have a further 14 days to return the goods.
You do not normally need to provide a reason for cancelling.
Please note that certain goods may be excluded from the statutory cancellation right where they are sealed for health protection or hygiene reasons and have been unsealed after delivery.
This exception does not apply where the product is faulty, damaged, incorrectly supplied or not as described. (GOV.UK)
2. Condition of Returned Products
When exercising your statutory cancellation right, you may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functionality, in a similar manner to how you would be permitted to inspect them in a shop.
Where applicable, products should be returned:
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In their original condition;
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With the original packaging where reasonably possible;
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With any accessories, instructions or promotional items supplied with the order; and
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Without damage or excessive handling beyond what is reasonably necessary to inspect the product.
If the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make a reasonable deduction from the refund where permitted by law. (GOV.UK)
3. Hygiene and Sealed Products
For health protection and hygiene reasons, certain sealed beauty and personal-care products may not be eligible for cancellation once the seal has been broken or the product has been unsealed after delivery.
This may include, where applicable:
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Skincare products;
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Haircare products;
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Cosmetic products;
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Beauty treatments;
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Personal-care products; and
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Other products supplied in sealed packaging for hygiene reasons.
This restriction applies only where permitted by applicable UK consumer law.
It does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described. (GOV.UK)
4. Faulty, Damaged or Incorrect Items
If your order arrives:
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Damaged;
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Faulty or defective;
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Incorrect; or
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Incomplete,
please contact our Customer Support team as soon as reasonably possible.
To help us investigate the issue, we may request:
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Your order number;
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A description of the problem;
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Clear photographs of the product; and
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Photographs of the packaging where relevant.
Depending on the circumstances and your statutory rights, we may offer a:
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Refund;
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Replacement;
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Repair, where applicable; or
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Other appropriate remedy.
Under UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. (GOV.UK)
5. Your 30-Day Right to Reject Faulty Goods
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods and receive a refund where the statutory requirements are met.
In many cases, this right applies within 30 days of receiving the goods.
After this period, different statutory remedies may apply, including repair or replacement and, where appropriate, a price reduction or refund. (GOV.UK)
Nothing in this policy limits these statutory rights.
6. How to Request a Return
If you wish to return an item, please contact our Customer Support team using the contact details provided on the Voulaire website.
Please provide:
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Your full name;
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Order number;
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The item you wish to return;
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The reason for the return, where applicable; and
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Any relevant photographs or supporting information.
We will then provide the appropriate return instructions.
Please do not send products to an address that has not been provided or confirmed by our Customer Support team.
7. Return Shipping Costs
If you cancel your purchase under the statutory 14-day cancellation right because you have simply changed your mind, you may generally be responsible for the direct cost of returning the goods, provided we informed you of this before the purchase.
If the item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, Voulaire will be responsible for the reasonable return costs where required by law.
We will not ask you to bear return costs where doing so would unlawfully restrict your statutory consumer rights. (GOV.UK)
8. Refunds
Once we receive your returned goods, we will process your refund in accordance with applicable UK consumer law.
For cancellations under the statutory cancellation right, refunds will generally be made within 14 days after:
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We receive the returned goods; or
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You provide evidence that the goods have been sent back,
whichever occurs first where applicable.
Refunds will normally be made using the same payment method used for the original purchase, unless you expressly agree to another method. (Legislação do Reino Unido)
Where required by law, the refund will also include the cost of the least expensive standard delivery option offered at the time of purchase.
If you selected a more expensive delivery service, we are generally only required to refund the cost of the standard delivery option. (GOV.UK)
Your bank or payment provider may require additional time to make the refunded funds available in your account.
9. Exchanges
We do not currently offer direct product exchanges.
If you would like a different product, you may return the original item where eligible and place a new order separately.
This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise does not meet the requirements of UK consumer law.
10. Late or Missing Refunds
If you have been notified that your refund has been processed but the funds have not yet appeared in your account, we recommend that you:
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Check your bank account;
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Contact your card or payment provider; and
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Contact your bank if necessary.
If you have completed these steps and still cannot locate your refund, please contact our Customer Support team.
11. Refused or Returned Deliveries
If a parcel is refused or returned because of an incorrect delivery address supplied by the customer, please contact our Customer Support team so that we can determine the appropriate next steps.
Where a refund is due, any deductions will only be made where permitted by applicable law and will be communicated clearly.
We will not apply deductions that would unlawfully restrict your statutory consumer rights.
12. Consumer Rights
Nothing in this Returns & Refunds Policy limits, excludes or replaces your statutory rights under UK consumer law, including applicable provisions of:
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The Consumer Rights Act 2015;
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The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
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Other applicable UK consumer protection legislation.
Your statutory rights may include rights relating to faulty, unsafe, misdescribed or unsuitable goods, as well as rights to cancellation for qualifying online purchases. (GOV.UK)
Where a product does not meet the standards required by law, Voulaire will provide the remedy required by applicable legislation.
13. Contact Us
If you have any questions regarding returns, cancellations, replacements or refunds, please contact our Customer Support team using the contact details available on the Voulaire website.
We are committed to handling returns and refunds fairly, transparently and in accordance with applicable UK consumer law.