Refund policy
Last updated: 20 October 2026
This policy applies to purchases from vyemist.com, operated by VYE Global Ltd. It explains your statutory rights and our additional voluntary return offers. Nothing in this policy restricts your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable mandatory law.
Your 14-Day Right to Cancel
If you buy as a consumer, you normally have the right to cancel your online order without giving a reason. You may cancel before delivery or until the end of 14 days after the day you, or someone you nominate other than the carrier, receives the goods.
If goods from one order are delivered separately, the cancellation period ends 14 days after the day the last goods are received.
To cancel, send a clear statement to support@vyemist.com or write to VYE Global Ltd, 128 City Road, London, EC1V 2NX, United Kingdom. You may use the model cancellation form below, but you do not have to.
You do not need our approval to exercise your statutory cancellation right. Sending your cancellation notice before the deadline is sufficient. Please include your order number if available so that we can identify the purchase.
Sealed Products and Hygiene
The statutory change-of-mind cancellation right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once their protective seal has been broken after delivery. Where this exception applies to your VYE mist, opening its protective hygiene seal removes that change-of-mind right.
Opening the outer delivery parcel alone does not remove your cancellation right. This exception never removes your statutory rights if goods are faulty, damaged, or not as described.
Returning a Cancelled Order
Send the goods back within 14 days after telling us that you are cancelling. Contact us for practical return instructions, but your statutory rights do not depend on receiving prior authorisation.
Our goods returns address is:
VYE c/o Spatial Global Ltd
Spatial House
Willow Farm Business Park
Castle Donington
DE74 2TW
United Kingdom
You pay the direct return postage for a change-of-mind return unless we agree otherwise. We cover reasonable return costs where goods are faulty, damaged, or not as described.
Please pack the goods securely and keep proof that you sent them back. We recommend a tracked service.
Refunds Following Statutory Cancellation
We refund without undue delay and no later than 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you sent them back.
If no goods were supplied, or we have offered to collect them, we refund within 14 days after being told of your cancellation.
When you cancel an entire order, we refund the price paid and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, we do not have to refund the additional amount for that upgrade on a change-of-mind cancellation.
Refunds are made to your original payment method unless you expressly agree otherwise. We do not charge a refund fee.
Where the law permits, we may deduct an amount reflecting a loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This does not create a right to open a qualifying hygiene-sealed product and then cancel for a change of mind.
Our Additional 30-Day Returns Offer
In addition to statutory cancellation rights, you may return unopened and unused goods within 30 days of delivery, in their original packaging with all protective seals intact.
Email support@vyemist.com with your order details to arrange the return. You pay return postage for a change-of-mind return. We will refund qualifying goods to your original payment method within 14 days after receiving them.
The conditions of this additional offer do not limit your statutory cancellation rights or remedies for faulty goods.
VYE Satisfaction Guarantee for Opened Mist
If you have tried VYE and are not happy, email support@vyemist.com within 30 days of delivery and we will make it right with a replacement, store credit, or a different flavour.
This is an additional guarantee for dissatisfaction. It does not replace a statutory right to a refund or another remedy where goods are faulty, damaged, or not as described.
Faulty, Damaged, or Incorrect Goods
If there is a problem with your order, contact support@vyemist.com with your order details and a description of the problem. A photograph may help, but it is not an automatic condition of your statutory rights.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Your remedies may include:
- A short-term right to reject non-conforming goods, normally within 30 days, for a full refund.
- Repair or replacement where the legal conditions are met.
- A price reduction or final rejection where repair or replacement is unavailable, unsuccessful, or not provided within a reasonable time and without significant inconvenience.
Your rights may continue after the first 30 days. Opening or using a product does not remove a claim that it was faulty or otherwise failed to conform to the contract.
We cover reasonable costs of returning non-conforming goods. Where you are entitled to a refund following rejection, we refund without undue delay and within 14 days after agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise.
Please report problems when you discover them. A delay in reporting does not automatically remove your statutory rights.
Reduced-Price Goods and Exchanges
Reduced-price and sale goods have the same statutory rights as full-price goods. A clearly disclosed defect may affect a claim concerning that particular defect, but does not remove unrelated rights.
If you want a different product for a change of mind, contact us to discuss the options. Any new purchase is separate from the return. You do not need to make another purchase to obtain a refund to which you are entitled.
Late or Missing Refunds
Your bank or payment provider may take additional time to display a refund after it has been issued. Contact support@vyemist.com if a refund is overdue or you need confirmation that it has been processed.
Model Cancellation Form
Complete and send this form only if you wish to cancel. You can also cancel using any other clear statement.
To: VYE Global Ltd, 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@vyemist.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Description of goods: ______________________________
Ordered on / received on: ______________________________
Name of consumer(s): ______________________________
Address of consumer(s): ______________________________
Signature of consumer(s), only if sent on paper: ______________________________
Date: ______________________________
Delete whichever alternatives do not apply.
Contact
VYE Global Ltd
Company number: 17026482
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@vyemist.com
Telephone: +44 20 8073 0094
For delivery information, see our Shipping Policy.