Return and Refund Policy

Return & Refund Policy

Last updated: October 2025

At Invoux Store, we want you to be fully satisfied with your purchase. This policy explains how returns, exchanges and refunds work, in line with UK law and Google Merchant Center transparency requirements.

1) Summary

  • Return window (UK & EU): 14 days from delivery for unwanted items (Consumer Contracts Regulations 2013).
  • Processing time: refunds are processed within 7 business days after we receive and inspect your return.
  • Refund method: to the original payment method only.
  • Return cost: paid by the customer unless the item is faulty/incorrect.
  • Faulty/incorrect items: fully covered under the UK Consumer Rights Act 2015.

2) Eligibility for Return

To be eligible for a return, items must be:

  • Unused, unworn and unwashed;
  • In original packaging, with all tags, labels and accessories attached;
  • Returned within 14 days of delivery (proof of delivery may be requested).

3) Non-Returnable Items

  • Final sale / clearance items (when clearly marked on the product page);
  • Underwear, swimwear, or hygiene-sensitive items once opened;
  • Gift cards or downloadable products;
  • Items returned outside the return window or not in a resaleable condition.

4) Right to Cancel (UK/EU Distance Selling)

If you are a UK/EU consumer, you have a legal right to cancel your online order within 14 days from the day you receive it, without giving any reason. To exercise this right:

  1. Email our team at support@invouxstore.com within 14 days of delivery, stating your order number and that you wish to cancel.
  2. Return the goods within 14 days of notifying us. You are responsible for the return cost unless the item is faulty/incorrect.
  3. We will refund the product price (and the standard outbound shipping, if applicable) once we receive and inspect the goods.

5) Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective or you received the wrong product, contact us within 7 days of delivery at support@invouxstore.com with photos and your order number. Where a fault is confirmed, your return postage will be covered and you’ll be offered a replacement or full refund in accordance with the Consumer Rights Act 2015.

6) How to Start a Return

  1. Send an email to support@invouxstore.com with your order number and reason for return.
  2. Our team will reply with your RMA (Return Merchandise Authorization) and the correct return address (warehouse may vary by item).
  3. Pack the item safely and include any accessories, leaflets and the RMA note inside the parcel.
  4. Use a tracked shipping service and keep your proof of postage.

7) Return Shipping & Responsibility

  • Unwanted items: the customer is responsible for return shipping costs.
  • Faulty/incorrect items: Invoux covers reasonable return shipping after verification.
  • We are not responsible for returns lost or damaged in transit. Please use an insured, trackable service.

8) Exchanges

Exchanges depend on stock availability. If the requested size/colour is unavailable, we will process a refund and you can place a new order for the desired item.

9) Refund Timeframe & Method

  • Inspection normally takes up to 3–5 business days after the parcel is delivered to our warehouse.
  • Refunds are issued within 7 business days after inspection is completed.
  • The refund appears on your statement in 3–10 business days, depending on your bank/card provider. PayPal refunds may appear sooner.
  • Refunds can only be made to the original payment method used at checkout.

10) Deductions & Partial Refunds

We may apply a reasonable deduction if returned items show signs of wear, damage, missing tags or packaging not necessary to establish the nature, characteristics and functioning of the goods (as per Consumer Contracts Regulations 2013).

11) Customs, Duties & Taxes

International customers are responsible for any import duties and taxes charged by their local customs authority. These charges are non-refundable unless the item is confirmed as faulty/incorrect.

12) Late or Missing Refunds

  1. Check your bank account again and contact your card provider.
  2. If you still have not received your refund after 10 business days from our confirmation, contact us at support@invouxstore.com.

13) Contact Us

Invoux Store
275, New North Road, London N1 7AA, United Kingdom
Email: support@invouxstore.com
Hours: Monday – Friday, 09:00–18:00 (UK Time)

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