Refund policy
Return and refund policy
Effective date: 16 September 2026
This Return and Refund Policy applies to purchases made from Vestellum at vestellum.com.
Trading name: Vestellum
Legal entity: Vestellum Holdings LLC
Registered office: 2335 E. Atlantic Blvd. Ste 200, Pompano Beach, FL 33062, United States
Support email: help@vestellum.com
1. Thirty-day refund policy
You may request a refund within 30 days after the date on which the product arrives.
A refund may be approved in the following circumstances:
- The product arrived damaged.
- You received an item different from the one ordered.
- The order was not delivered after the maximum stated processing and delivery period.
- You reported dissatisfaction within 30 days after delivery and provided a clear photograph of the product.
Personalised products are not eligible for a refund because of a change of mind or dissatisfaction. This exclusion does not affect your statutory rights where a personalised product is faulty, damaged, incorrectly supplied or not delivered.
2. How to request a refund
To request a refund, email help@vestellum.com within the applicable period. Your request should include:
- Your full name.
- Your order number.
- The email address used for the order.
- A description of the issue.
- A clear photograph showing the product and the reported issue where the request concerns damage, an incorrect item or dissatisfaction.
A photograph is not required for a non-delivery claim, although Vestellum may review carrier and tracking information before approving the refund.
3. No physical return required
Vestellum does not accept physical returns. You must not send the product to Vestellum or to the supplier.
If your refund is approved, no physical return of the product is required. You will be instructed to keep or safely dispose of the item.
4. Refund processing
Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or card provider may require additional time to post the credit to your account.
Refunds cannot ordinarily be issued to a different card, bank account or payment method. If the original payment method is no longer available, contact help@vestellum.com.
Charges from Vestellum appear on card statements under the descriptor VESTELLUM.
5. Damaged or incorrect products
Inspect the product after delivery. If it is damaged or incorrect, contact help@vestellum.com within 30 days after arrival and include clear photographs showing the product and issue.
If the claim is approved, Vestellum will issue a refund without requiring a physical return.
6. Non-delivery
Orders are processed within 2 to 4 business days. The estimated delivery period is 7 to 12 business days after dispatch.
If an order has not arrived after the maximum processing and delivery period, contact help@vestellum.com. Vestellum will review the tracking information and may confirm the delivery address or ask you to check with household members, neighbours or the local delivery office.
If the order is confirmed as undelivered after the maximum stated period, a refund will be issued without requiring any return. A non-delivery request should be submitted within 30 days after the maximum stated delivery period expires.
7. UK statutory cancellation right
If you are a consumer in the United Kingdom, you generally have the right to cancel an online purchase without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
To exercise this right, send an unequivocal cancellation statement to help@vestellum.com before the cancellation period expires. You may provide your name, order number, delivery address, date of receipt and a clear statement that you wish to cancel.
Vestellum waives the requirement to physically return cancelled products. Once your cancellation is accepted, you may keep or safely dispose of the product.
Where the statutory cancellation right applies, Vestellum will refund the product price and any basic outbound delivery charge paid. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable. The refund will be made to the original payment method within 10 business days after acceptance of the cancellation and, in every case, within any shorter deadline required by applicable law.
The statutory cancellation right does not apply to goods made to your specifications or clearly personalised. The cancellation rules are contained in the Consumer Contracts Regulations 2013.
8. Faulty goods and statutory rights
This policy does not limit rights available under the Consumer Rights Act 2015, including rights relating to goods that are not of satisfactory quality, fit for purpose or as described.
Any statutory refund will be issued without undue delay and within the applicable legal deadline. No physical return will be required by Vestellum.
9. Contact
Vestellum
Vestellum Holdings LLC
2335 E. Atlantic Blvd. Ste 200
Pompano Beach, FL 33062
United States
help@vestellum.com