Refund policy

Returns & Refunds Policy

Last updated: Jan 2026

We want you to be completely happy with your purchase. If something isn’t right, this policy explains how returns and refunds work.

1. Your Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

To cancel, you must notify us in writing (email is fine) within 14 days of delivery.

You then have a further 14 days to return the item(s) to us.

2. Returns Eligibility

To be eligible for a return, items must:

  • Be unused and in the same condition as received

  • Be returned in original packaging where possible

  • Include all parts, fittings, instructions, and accessories

We reserve the right to refuse returns that show signs of use, damage, or incomplete parts.

3. Non-Returnable or Refundable Items

The following items cannot be returned or refunded, unless faulty or misdescribed:

  • Custom-made or made-to-order items

  • Items personalised to your specification

  • Clearance or end-of-line items (clearly marked at purchase)

  • Gift Cards

This does not affect your statutory rights if the item is faulty.

4. Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos if applicable

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty.

We will cover return shipping costs for faulty or incorrect items.

Please inspect your order upon reception and contact us within 24 hours if the item is defective or damaged. After 24 hours we cannot raise the issue with the courier and will be unable to take further action.

5. Return Shipping Costs

  • Change of mind returns: You are responsible for return shipping costs

  • Faulty or incorrect items: We cover return shipping

We recommend using a tracked and insured service. We are not responsible for items lost in return transit.

6. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 14 days of receiving the returned item. Please note once we start the process it is then dealt with by the card provider, we cannot do anything further at this point.

Original delivery charges are refundable only if the order is cancelled under your 14-day statutory right.

7. Exchanges

If you wish to exchange an item, please contact us first. Exchanges are subject to stock availability and may require a return and re-order.

8. How to Start a Return

To request a return, please contact:

Email: hello@newvictus.com
Order number: Required

We will provide return instructions once your request is approved.

9. Business & Trade Customers

Returns for business or trade customers are handled on a case-by-case basis and may differ from consumer rights.

10. Contact Us

If you have any questions about returns or refunds, please get in touch:

Email: hello@newvictus.com

Phone: 07343 022136

Website: wwww.newvictus.com