Returns Policy
Returns
You must contact us to initiate a return, BEFORE sending your item. We will ask you to complete the form on the back of your packing slip and include it with your item when you return it to us.
If you would like to return a product, whether it doesn't fit, you don't like it or no longer need - you can do so, providing it's within 14 days from the date of receiving your order and your product is eligible for return.
All unwanted products or orders must be returned in a brand new and unused condition with the original packaging and tags still intact. Products for return must be immaculate - free from pet and human hair, dirt, dust etc. If any marks, hair or dirt are found on the returned item you will not be eligible for a refund. Please try on your items in a clean, pet-free area.
We do not offer exchanges. If you want an alternative size/colour, please return the original item using the process above, and purchase the item you want.
We do not pay for postage of returned items unless they are faulty, damaged, or you received the wrong item.
Vampire Outdoor Gear reserves the right to wait to process a refund until we have received the returned product back or until evidence of the return has been provided.
Faulty Products
If you purchase a product online which is found to be faulty within 30 days of receipt, then your legal rights entitle you to request a full refund of the faulty product, or we may offer to replace it.
For faulty products, we will examine them or we may have to return them to the manufacturer for examination. Where applicable, a refund will be provided to you within 14 days of the date that we agree that you are entitled to a refund.
As stated above, however, we reserve the right to wait to process a refund until we have received the faulty product back. Any refund will be at the price purchased.
How do I return a faulty/damaged item?
If you find your item(s) to be faulty then please contact as soon as possible to discuss the nature of the fault – providing images of the damage/fault will speed up the return. We will then advise you of the appropriate action to sort out the replacement, refund, parts or repair as necessary.
Faulty items can only be repaired or replaced after 28 days and we are unable to offer a refund after this time. Please note, your statutory rights are not affected.
Personal products return policy
You do not have a right to cancel any order in respect of products sealed for health protection or hygiene purposes once these have been unsealed after you receive them.
This applies to the following personal products:
Kula Cloth
Kula Pad
CuloClean bidet
pStyle
However, if you receive an incorrect personal product or a personal product that is faulty, please contact us for instructions so we can arrange exchanges, refunds, or replacements. Sealed items being returned for a refund must be sent within 14 days of receiving your order.
Additional non-returnable items
Gift cards
Christmas Returns
There is an extended returns window until 15th January for any items bought during December 2024.
How to return your item
What's the returns address?
Please send your returned items (after you have contacted us) to:
Vampire Outdoor Gear, 19 Murfitt Way, Gamlingay, Cambridgeshire, SG19 3EW, UK
We do not pay for postage of returned items unless they are faulty, damaged or you received an incorrect item. We strongly recommend using a tracked/insured service to return your items. We use Tracked 48, which can be purchased online or from the Post Office or online through the Royal Mail website.
How do I send the item(s) back to you?
We do not pay for postage of returned items unless they are faulty, damaged or you received an incorrect item. You are responsible for sending unwanted items back to us, including the cost of postage and packaging material. We recommend that the items are packed well and you use a service that can be tracked or recorded which offers you the relevant insurance against damage or loss.
We recommend using Royal Mail Tracked 48 as a reliable, insured service.
How long will it take to get my refund?
A refund can take up to 14 days from the date of receiving your items back at our premises, however, bank processing times can vary. As soon as we receive the items back we will inspect them for any damage, dirt, hair or marks, and check whether all tags are still attached and packaging present. If eligible, we will refund your items, minus the delivery charge if applicable.
Returns over Christmas and New Year
We offer an extended returns policy over the Christmas and New Year period.
If you purchase any products between the dates of 1 - 31 December, you may request a refund or exchange until 15 January. All other terms apply.
For any other returns questions, please contact us.