Refund policy
RETURN AND REFUND POLICY
Last updated: 3 September 2026
1. About This Policy
This Policy governs voluntary returns, statutory withdrawal and cancellation rights, return-shipping costs, refunds and the handling of defective, damaged, incomplete or incorrectly delivered goods for orders placed through www.vyn.one.
It supplements the Terms and Conditions and Shipping Policy. Mandatory consumer rights under applicable law remain unaffected.
The seller and shop operator is:
VYN Global Distribution GmbH
Oetlingerstrasse 74
4057 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
2. Voluntary 30-Day Return Policy
In addition to statutory rights, VYN offers a voluntary 30-day return period from receipt of the goods for eligible items.
To qualify for a voluntary return, an item should generally be:
- unworn and unused;
- clean and undamaged;
- returned with original tags and labels still available;
- returned in the original packaging where reasonably practicable;
- identifiable by order number or other proof of purchase;
- in a condition suitable for resale.
This voluntary policy extends possible rights but does not replace or restrict statutory withdrawal, cancellation, warranty or defect rights.
3. Statutory Right of Withdrawal in the European Economic Area
If you are a consumer in the European Economic Area and enter into a distance contract for goods, you generally have a statutory right to withdraw from the contract within 14 days without giving a reason, unless a statutory exception applies.
For a single delivery, the period generally starts when you or a person nominated by you other than the carrier receives the goods. For separately delivered goods forming one order, receipt of the last item, instalment or piece may determine the start of the period where applicable law so provides.
To exercise the right, you must make a clear statement that you wish to withdraw. The statement must be sent before the withdrawal period expires. You may notify VYN by email at hello@vyn.one, by post, by using the model form at the end of this Policy or through the electronic withdrawal function made available on www.vyn.one. The electronic function is accessible through the Legal section. It allows you to provide or confirm your name, information identifying the contract and an electronic communication method for the acknowledgement. After those details have been provided, the withdrawal can be submitted through a confirmation function labelled “Confirm withdrawal” or the legally required equivalent. Following electronic submission, VYN sends an acknowledgement on a durable medium without undue delay where required by law, including at least the content of the withdrawal notice and the date and time of receipt where applicable. Use of the model form or electronic function is not mandatory where applicable law permits another clear method of withdrawal.
After giving notice, the goods must generally be returned without undue delay and within the statutory return period.
4. Statutory Cancellation Right in the United Kingdom
If you are a consumer in the United Kingdom and buy goods at a distance, you generally have the statutory cancellation right provided by applicable UK consumer law, subject to statutory exceptions.
For goods, the relevant period generally runs by reference to receipt of the goods. Following a valid cancellation notice, the goods must be returned within the statutory period.
A clear notice is sufficient. The model form may be used but is not mandatory.
5. Customers in Switzerland
Swiss law generally does not provide a general statutory right to cancel an ordinary online purchase solely because the customer has changed their mind.
For eligible orders, VYN therefore grants the voluntary 30-day return policy in section 2.
Statutory rights relating to defective, damaged, incorrectly delivered or non-conforming goods remain unaffected.
6. Exclusions From Voluntary Returns and Statutory Withdrawal
The voluntary 30-day return policy may exclude in particular:
- clearly personalised goods or goods made to customer specifications;
- items clearly marked Final Sale or Sample where the voluntary-return exclusion was communicated before purchase;
- gift cards or vouchers where returns are not offered;
- goods that have been worn, used, washed, altered or damaged beyond what was reasonably necessary for inspection;
- goods no longer in a condition suitable for a voluntary return.
Only statutory exceptions apply to statutory withdrawal or cancellation rights. Depending on the product, these may include goods made to customer specifications, clearly personalised goods, certain unsealed hygiene products or other categories expressly excluded by applicable law.
A voluntary exclusion cannot remove a statutory right where applicable law does not permit that right to be excluded.
7. How to Start a Return
For a voluntary return under the 30-day return policy, please contact us before returning goods:
hello@vyn.one
Where possible, provide:
- order number;
- email address used for the order;
- item to be returned;
- for voluntary returns, the return reason is optional;
- for defects or damage, photographs and a short description where helpful.
You are not required to give a reason when exercising a statutory withdrawal or cancellation right.
For a voluntary return, please use the return address confirmed by VYN. Where a statutory withdrawal or cancellation right has been validly exercised, prior authorisation from VYN is not a condition for the validity of the notice or for a timely return. We nevertheless recommend checking the current return address before dispatch so that the goods can be allocated correctly.
8. Return Addresses
The appropriate return address depends in particular on the delivery country, product and warehouse structure. For voluntary returns, please use the address confirmed by VYN. For statutory withdrawal or cancellation rights, the current return address published below for your region may be used; the absence of prior confirmation does not restrict the statutory right.
Current operational return addresses may include:
Switzerland:
VYN Global Distribution GmbH
Oetlingerstrasse 74
4057 Basel
Switzerland
EU / EEA returns:
VYN Global Distribution GmbH
Catherine Meuter
c/o POG 14700
Colmarer Strasse 14
79576 Weil am Rhein
Germany
United Kingdom:
VYN SWITZERLAND LTD
Company number: 13951401
Flat 21, 261 Green Lanes
London, England, N4 2UX
United Kingdom
These addresses are used for operational return handling. VYN Global Distribution GmbH generally remains the contractual seller unless another seller is expressly identified during checkout, in the order confirmation or on the invoice.
9. Return-Shipping Costs
Where you exercise a statutory withdrawal or cancellation right because you no longer wish to keep the goods, you bear the direct cost of returning them where you were properly informed of this before the contract was concluded and applicable law does not require otherwise.
Where goods cannot normally be returned by post, we provide an estimate of the direct return costs before purchase where this is legally required and reasonably capable of being calculated in advance.
For voluntary returns, the customer generally bears the direct return-shipping costs unless VYN expressly offered a free return or return label.
Where the return results from a defect, damage, incorrect delivery or other non-conformity for which VYN is responsible, we cover reasonable return costs or provide a return label to the extent required by applicable law.
10. Inspection and Diminished Value
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Shoes and wearable items should be tried on carefully indoors on a clean, soft surface for this purpose. Outdoor wear, substantial signs of use, odour, stains, significant creasing, damage or alteration may go beyond reasonable inspection.
For a statutory withdrawal, any deduction for diminished value is made only where and to the extent permitted by applicable law.
For the voluntary 30-day return policy, VYN may refuse the voluntary return or apply an appropriate reduction where the voluntary conditions are not met, to the extent legally permitted.
11. Refunds Following Statutory Withdrawal in the EEA
Following a valid statutory withdrawal, we refund the amounts required by applicable law without undue delay and within the statutory period.
Where required, the refund includes the cost of the least expensive standard delivery method offered by VYN. Additional cost resulting from a more expensive delivery method chosen by you need not be refunded where applicable law permits.
We may withhold reimbursement until the goods are received or until evidence of return is provided, whichever occurs first, where applicable law permits this.
Refunds are generally made using the same payment method used for the original transaction unless another lawful method is agreed.
12. Refunds Following Statutory Cancellation in the United Kingdom
Following a valid statutory cancellation, we refund the amounts required by UK consumer law within the applicable statutory period.
Where required, the cost of the least expensive standard delivery method offered is refunded. Additional cost of a more expensive delivery method expressly selected by the customer may be excluded.
Reimbursement may be withheld to the extent permitted by law until the goods are received or evidence of return is provided.
13. Refunds Under the Voluntary 30-Day Return Policy
For approved voluntary returns, we aim to process the refund within 14 days after receipt and inspection of the returned goods.
Original outbound shipping costs are refunded for a purely voluntary change-of-mind return only where expressly promised or required by mandatory law.
Banks, card issuers and other payment providers may require additional processing time after a refund has been initiated.
14. Defective, Damaged, Incorrect or Incomplete Goods
If there is a problem, please contact hello@vyn.one promptly and provide the order number, a description and, where helpful, photographs of the goods and packaging.
Where review confirms a defect, damage, incorrect item, missing item or other non-conformity, we provide the remedy required by applicable law. Depending on the relevant legal system and circumstances, this may include repair, replacement, price reduction, refund or another statutory remedy.
15. Exchanges
Direct exchanges are not guaranteed.
If you would like another size, colour or model, contact us. Depending on availability, a return followed by a new order may be the most practical solution.
Statutory remedies for defective or non-conforming goods remain unaffected.
16. Gifts
For goods purchased as gifts, refunds are generally made to the original payment method unless another legally permitted solution is agreed.
17. Refused, Uncollected or Undeliverable Parcels
Where a parcel is refused, not collected or returned for reasons within the recipient's control, reasonable actual costs may be deducted from a voluntary refund where legally permitted.
These may include return transportation, re-shipping, carrier charges or customs-related costs. Mandatory consumer rights remain unaffected.
18. Chargebacks and Payment Disputes
If there is a problem with an order, please contact hello@vyn.one first where practicable so that we can review the matter.
This request does not limit statutory chargeback, card or payment-protection rights.
19. Model Withdrawal / Cancellation Form
You may use this form, but use is not mandatory.
To:
VYN Global Distribution GmbH
Oetlingerstrasse 74
4057 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 or, where applicable, the provision of the following service:
Goods / service: ______________________________________________________
Ordered on / received on: _____________________________________________
Name of consumer(s): _________________________________________________
Address of consumer(s): ______________________________________________
Order number, if available: ___________________________________________
Signature, only if submitted on paper: _________________________________
Date: ________________________________________________________________
20. Contact
VYN Global Distribution GmbH
Oetlingerstrasse 74
4057 Basel
Switzerland
Email: hello@vyn.one