Returns
Returns & Refund Policy
Last Updated: June 2025
At ControllerVault UK, your satisfaction is our priority. If you are not completely happy with your purchase, we make it simple to return it. Please read our returns policy carefully before submitting a return request.
Contact Us
Email or WhatsApp us with your order number and reason for return
Get Label
We'll send you a free prepaid return postage label within 24 hours
Post Item
Pack the item securely and drop it off at any Post Office or courier point
Get Refund
Refund processed within 3–5 working days of receiving your return
1. Return Window
You have 30 days from the date of delivery to return any item for a full refund or free exchange. This exceeds the minimum 14-day requirement under UK Consumer Rights Act 2015.
The 30-day return window begins from the date your order is delivered — not the date it was placed. You will receive a delivery confirmation email with this date.
2. What Can Be Returned
Please check below whether your item is eligible for a return before contacting us.
✓ Eligible for Return
- Unused items in original packaging
- Faulty or defective products
- Items damaged during delivery
- Wrong item received
- Items that don't match the description
- Unopened sealed products
- Items within 30-day window
✗ Not Eligible for Return
- Items returned after 30 days
- Products damaged by misuse
- Items with missing original packaging
- Products with tampered serial numbers
- Customised or personalised items
- Items showing signs of physical damage by customer
3. Refund Process & Timeline
Once we receive your returned item, we will inspect it and process your refund as quickly as possible.
Day 1 — Return Received
We receive and inspect your returned item at our London warehouse.
Day 1–2 — Inspection Complete
We confirm the item is in acceptable condition and approve the refund.
Day 2–3 — Refund Initiated
Full refund issued to your original payment method (card, PayPal, etc.).
Day 3–5 — Refund Received
Funds appear in your account. Bank processing times may vary slightly.
You will receive an email confirmation at every stage of the refund process. If your refund has not arrived after 7 working days, please contact us immediately.
4. Exchanges
Prefer a different product instead of a refund? We offer free exchanges on all eligible returns.
- Exchange for a different colour, model, or product
- Free return postage provided for exchanges
- Replacement dispatched within 1–2 working days of receiving return
- Price difference refunded or charged accordingly
- Exchange request must be made within the 30-day return window
5. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you are entitled to a full refund or free replacement under the UK Consumer Rights Act 2015.
- Report faulty items within 30 days for a full refund
- Report within 6 months for a free repair or replacement
- We cover all return postage costs for faulty items
- Photo or video evidence of the fault may be requested
- Replacement dispatched within 24–48 hours of confirmed fault
Please take photos or a short video of any fault or damage before returning the item. This helps us resolve your case as quickly as possible.
6. How to Start Your Return
Starting a return is quick and easy. Contact us using any of the methods below:
- Email: ultrashoppings786@gmail.com with subject "Return Request – Order #XXXX"
- WhatsApp: +44 7495 974557 — send your order number and reason
- Include your name, order number, and reason for return
- We will respond within 24 hours with a free prepaid return label
- Pack the item securely in its original packaging where possible
Return Address
ControllerVault UK
19 West Arbour Street
London, E1 0PQ
United Kingdom
7. Non-Returnable Items
The following items cannot be returned unless they are faulty or damaged upon arrival:
- Items returned more than 30 days after delivery
- Products that have been physically damaged through misuse
- Items with tampered, removed, or scratched serial numbers
- Customised or personalised products (unless faulty)
- Items missing their original packaging or accessories
8. Your Legal Rights
This policy does not affect your statutory rights under UK consumer law.
- UK Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose, and as described
- Consumer Contracts Regulations 2013 — 14-day cooling off period for online purchases (we offer 30 days)
- If goods are faulty within 30 days, you have the right to a full refund
- If goods develop a fault within 6 months, we must repair, replace, or refund
Need to Return Something?
Get in touch and we'll have it sorted within 24 hours. Our team is available 7 days a week via email and WhatsApp.