Refund policy

RETURN AND REFUND POLICY

Last updated: 16 June 2026

About This Return and Refund Policy

This Return and Refund Policy explains withdrawal, cancellation, returns, refunds, defective goods, return shipping costs, and the model withdrawal or cancellation form for orders placed through www.vyn.one.

It applies to orders placed through the VYN online shop with VYN Global Distribution GmbH, unless a different return policy is expressly stated during checkout, in the order confirmation, on the invoice, or in another policy provided before purchase.

This policy should be read together with our Terms and Conditions and our Shipping Policy.

Nothing in this policy limits any mandatory consumer rights that you may have under the law of your country of residence.

Seller and Shop Operator

The seller, provider, and operator of the online shop is:

VYN Global Distribution GmbH
Turnerstrasse 18
4058 Basel
Switzerland

Commercial Register: Canton of Basel-Stadt, Switzerland
Commercial Register Number: CH-270.4.010.312-1
UID / VAT No.: CHE-211.980.020 VAT
Email: hello@vyn.one
Website: www.vyn.one

Your Statutory Rights

Your statutory rights in relation to withdrawal, cancellation, returns, refunds, and warranty depend on your delivery country and the applicable consumer law.

For customers in the European Economic Area, statutory withdrawal rights apply to distance contracts where required under EU law and national consumer law.

For customers in the United Kingdom, statutory cancellation rights apply to distance contracts where required under UK consumer law.

For customers in Switzerland, Swiss law generally does not provide an automatic statutory right to return goods purchased online solely because of a change of mind. VYN nevertheless offers a voluntary return policy under the conditions described below.

Your statutory rights in relation to defective, damaged, incorrectly delivered, or non-conforming goods remain unaffected in all regions.

Voluntary 30-Day Return Policy

In addition to any statutory rights that may apply, VYN offers a voluntary 30-day return policy for eligible, unworn, and unused items.

The voluntary return period begins on the day you receive the goods.

To qualify for a voluntary return, the item must:

be unworn and unused,
be clean and undamaged,
be returned with all attached tags and labels,
be returned in its original packaging,
be returned with the order number or proof of purchase,
be in a condition suitable for resale.

This voluntary return policy does not replace or limit any statutory withdrawal, cancellation, warranty, or defect rights.

Statutory Right of Withdrawal for Consumers in the EU / EEA

If you are a consumer in the European Economic Area and purchase goods online through www.vyn.one, you generally have the right to withdraw from the contract within 14 days without giving any reason, unless a statutory exception applies.

For goods, the withdrawal period begins on the day on which you, or a person named by you who is not the carrier, receive the goods.

If your order contains several goods delivered separately, the withdrawal period begins on the day on which you, or a person named by you, receive the last item.

If goods are delivered in several partial shipments or pieces, the withdrawal period begins on the day on which you, or a person named by you, receive the last partial shipment or the last piece.

To exercise your right of withdrawal, you must inform us before the withdrawal period expires by means of a clear statement, for example by email or post.

You may use the model withdrawal form included at the end of this policy. Use of this form is not mandatory.

Statutory Right of Cancellation for Consumers in the United Kingdom

If you are a consumer in the United Kingdom and purchase goods online through www.vyn.one, you generally have the right to cancel the contract within 14 days after receiving the goods, unless a statutory exception applies.

For goods, the period begins on the day after the day on which you, or a person named by you who is not the carrier, receive the goods.

If your order contains several goods delivered separately, the period begins after you receive the last item.

After you have informed us that you wish to cancel the contract, you must return the goods without undue delay and no later than 14 days after your notice.

You may use the model form included at the end of this policy. Use of this form is not mandatory.

Customers in Switzerland

For deliveries to Switzerland, Swiss law generally does not provide an automatic statutory right to return or exchange goods purchased online solely because of a change of mind.

VYN offers customers in Switzerland the voluntary 30-day return policy described in this policy.

Defective, damaged, incorrectly delivered, or non-conforming goods remain subject to the statutory rights available under Swiss law.

Items Excluded From Voluntary Returns

The following items may be excluded from the voluntary 30-day return policy:

personalised products or products made to customer specifications,
items clearly marked as Final Sale,
samples or products clearly marked as Sample,
gift cards or vouchers,
items that have been worn, used, altered, washed, damaged, or returned without original packaging,
items that are no longer in a condition suitable for resale.

These exclusions apply only to the voluntary return policy. They do not affect statutory rights where such rights apply by law.

Exceptions to Statutory Withdrawal or Cancellation Rights

Statutory withdrawal or cancellation rights may be excluded or may expire early in cases provided by law.

Depending on the applicable law, this may include in particular:

goods made to your specifications,
clearly personalised goods,
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been opened,
goods that, after delivery, have been inseparably mixed with other items,
other statutory exceptions that apply in the specific case.

Your statutory rights in relation to defective, damaged, incorrectly delivered, or non-conforming goods remain unaffected.

How to Start a Return

To start a return, please contact us at:

hello@vyn.one

Please provide the following information:

your order number,
the email address used for the order,
the item you wish to return,
the reason for the return,
photos if the item is defective, damaged, incorrect, or incomplete.

Please do not return goods before contacting us. We will confirm the appropriate return address and the next steps.

Goods sent to the wrong address or without sufficient information may take longer to process.

Return Addresses

The return address depends on your delivery country, the product, the warehouse or logistics structure, and the reason for the return.

Please use only the return address that we confirm for your return.

Current return addresses may include:

Returns From Switzerland

VYN Global Distribution GmbH
Horburgstrasse 105
4057 Basel
Switzerland

Returns From the EU and International Returns

VYN Global Distribution GmbH
Catherine Meuter
c/o POG 14700
Colmarer Strasse 14
79576 Weil am Rhein
Germany

Returns From the United Kingdom

VYN SWITZERLAND LTD
Company number: 13951401
Flat 21, 261 Green Lanes
London, England, N4 2UX
United Kingdom

The return addresses listed above are used for operational return processing. Your contractual partner remains VYN Global Distribution GmbH, unless another seller is expressly stated during checkout, in the order confirmation, or on the invoice.

Return Shipping Costs

If you exercise a statutory withdrawal or cancellation right because you have changed your mind, you bear the direct cost of returning the goods, unless we have expressly agreed to cover those costs or the applicable law requires otherwise.

If the goods cannot normally be returned by post, we will inform you before purchase of the estimated return costs where this is required by applicable law and where the costs can reasonably be calculated in advance.

If the return is due to defective, damaged, incorrectly delivered, or non-conforming goods, we will cover reasonable return shipping costs or provide a return label where required under applicable law and where, after review, such a case exists.

For voluntary returns under the 30-day return policy, you bear the direct return shipping costs unless we expressly confirm otherwise.

Any return costs charged or deducted by us will be reasonable and proportionate and will not exceed the costs actually incurred by us where the law requires this.

Condition of Returned Goods

You may inspect the goods in a way that is reasonably necessary to establish their nature, characteristics, and functioning.

For shoes and wearable items, this means trying them on carefully indoors on a clean and soft surface, without wearing them outside or causing marks, creases, odours, stains, damage, or other signs of use beyond ordinary inspection.

We may reduce the refund if the goods have lost value because they were handled beyond what was necessary for inspection.

This does not affect your statutory rights in relation to defective, damaged, incorrectly delivered, or non-conforming goods.

Refunds in Case of Statutory Withdrawal or Cancellation

If you validly exercise a statutory right of withdrawal or cancellation and cancel the entire order, we will refund all payments received from you for that order, including the cost of the least expensive standard delivery option offered by us for the original shipment.

If you withdraw from or cancel only individual items within an order, we will refund the purchase price of the relevant items and delivery costs only to the extent required under applicable law.

We do not have to refund additional delivery costs if you selected a delivery method that was more expensive than the least expensive standard delivery option offered by us.

We will make the refund using the same payment method that you used for the original transaction, unless we have expressly agreed otherwise with you.

We will not charge any fee for the refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs earlier.

Refunds for Voluntary Returns

For voluntary returns under the 30-day return policy, the refund will be processed after we have received and inspected the returned goods.

If the returned goods meet the conditions of the voluntary return policy, we will refund the purchase price of the returned item to the original payment method.

Original shipping costs, express shipping costs, gift wrapping, import duties, customs charges, handling fees, or similar costs may be excluded from voluntary refunds unless we expressly confirm otherwise or the applicable law requires otherwise.

Timing of Refunds

In the case of a valid statutory withdrawal or cancellation, the refund will be made without undue delay and within the period required by applicable law.

For statutory withdrawal in the EU / EEA, we will refund the amount without undue delay and no later than 14 days from the day on which we were informed of your decision to withdraw from the contract. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs earlier, unless we have offered to collect the goods.

For statutory cancellation in the United Kingdom, we will refund the amount without undue delay and no later than 14 days after receiving the returned goods or receiving proof that you have returned the goods, whichever occurs earlier.

For voluntary returns under the 30-day return policy, we aim to process approved refunds within 14 days after receiving and inspecting the returned goods.

Your bank, card provider, payment service provider, or payment method may require additional time before the refund appears in your account.

Defective, Damaged, Incorrect, or Incomplete Goods

If you receive defective, damaged, incorrect, or incomplete goods, please contact us promptly at:

hello@vyn.one

Please provide the following information:

your order number,
a description of the issue,
photos of the product,
photos of the packaging where relevant,
any other information that helps us review the case.

If, after review, there is a defect, damage, incorrect item, missing item, or other non-conformity, we will provide the remedy required under applicable law. Depending on the applicable consumer law and the circumstances of the case, this may include repair, replacement, price reduction, refund, or another legally available remedy.

Exchanges

We do not guarantee direct exchanges.

If you would like a different size, colour, or model, please contact us. Where possible, we will support you with a return and a new order.

Availability of replacement items is not guaranteed.

Gifts

If an item was purchased as a gift, refunds are normally made to the original payment method used for the purchase.

We may offer store credit or another solution where legally permitted and agreed with the original purchaser or where required by the circumstances of the case.

Promotional Items, Bundles, and Gifts With Purchase

If your order included a promotional discount, bundle, gift with purchase, or another campaign benefit, the refund may be adjusted to reflect the terms of the promotion.

If you return part of a bundle or an order that qualified for a gift or discount, we may deduct the value of the benefit, require the gift to be returned, or adjust the refund where this is legally permitted and allowed under the terms of the promotion.

Statutory rights remain unaffected.

Refused Deliveries and Uncollected Parcels

If a parcel is refused, uncollected, or returned to us for reasons within your control, such as an incorrect address, missing customs information, failure to collect the parcel, or refusal to pay import duties properly disclosed before purchase, we may deduct reasonable and proportionate costs actually incurred from any refund where legally permitted.

This may include return shipping costs, carrier fees, reshipping costs, customs-related costs, or handling fees charged to us.

Your statutory rights remain unaffected.

Chargebacks and Payment Disputes

If you have a problem with an order, please contact us first at hello@vyn.one so that we can review and resolve the matter.

Nothing in this policy limits any chargeback rights or payment protection rights that you may have through your payment service provider or under applicable law.

Model Withdrawal / Cancellation Form

You may use this form if you wish to withdraw from or cancel the contract. Use of this form is voluntary.

To:
VYN Global Distribution GmbH
Turnerstrasse 18
4058 Basel
Switzerland
Email: hello@vyn.one

I / We () hereby withdraw from / cancel () the contract concluded by me / us () for the purchase of the following goods () / the provision of the following service (*):

Ordered on () / received on (): _______________________________________________

Name of consumer(s): ________________________________________________________

Address of consumer(s): _____________________________________________________

Order number, if available: ___________________________________________________

Signature of consumer(s), only if submitted on paper: _____________________________

Date: __________________________________________

(*) Delete as appropriate.

Contact

For questions about returns or refunds, please contact us at:

VYN Global Distribution GmbH
Turnerstrasse 18
4058 Basel
Switzerland
Email: hello@vyn.one