Refund policy

Returns & Refunds Policy
Last updated: April 2026

We want you to be completely happy with your purchase from Van Life Emporium. If something isn't right, we're here to help. Please read this policy carefully so you know your options.

Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by anything in this policy. This policy sits alongside those rights — it does not replace or limit them.

Can I return my order?

Yes. You have the right to cancel your order and return your item(s) within 14 days of receiving your delivery, for any reason — no explanation needed. This is your legal right under the Consumer Contracts Regulations 2013.

To start a return, simply contact us within those 14 days:
• Email: hello@vanlifeemporium.com
• Subject line: Return request — [your order number]

Once you've notified us, you have a further 14 days to send the item(s) back to us. We'll confirm the return address when you get in touch — as a dropshipping business, return addresses vary by supplier.

Condition of returned items

Items must be returned:
• Unused and in their original condition
• In the original packaging where possible
• With any tags, accessories, or documentation included

We reserve the right to reduce your refund if an item has been used, damaged, or is missing parts through no fault of our own.

Who pays for return postage?

This depends on the reason for your return:
• Change of mind: You are responsible for the cost of return postage.
• Faulty, damaged, or incorrect item: We will cover the cost of return postage in full.

We recommend using a tracked service for returns, as we cannot process a refund for items that are lost in transit back to us.

When will I receive my refund?

Once we have confirmed that your return has been received and inspected, we will process your refund within 14 days. The refund will be issued to your original payment method.

Please note that your bank or card provider may take additional time to show the refund in your account — this is outside our control but typically takes 3–5 working days.

For change-of-mind returns, we will refund the full product price. Original delivery charges will only be refunded if you are returning your entire order.

My item arrived faulty, damaged, or incorrect

We're sorry to hear that. Please contact us within 30 days of receiving your order at hello@vanlifeemporium.com with:
• Your order number
• A description of the problem
• A clear photograph showing the fault or damage

Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you are entitled to:
• A full refund if you report the issue within 30 days of delivery
• A repair or replacement after the first 30 days (or a refund if repair/replacement is not possible)

We will arrange the return at our cost and resolve the issue as quickly as possible.

My order hasn't arrived

As a dropshipping business, orders are fulfilled and shipped directly by our suppliers. Standard delivery takes 7 to 21 working days from dispatch. If your order hasn't arrived within 30 days of your order confirmation, please get in touch at hello@vanlifeemporium.com with your order number and we will investigate immediately.

If your order is confirmed as lost, we will offer you a full refund or a replacement at no extra cost.

Items that cannot be returned

The following items cannot be returned unless they are faulty or not as described:
• Items that have been used, installed, or assembled
• Items that are marked as non-returnable on the product listing for hygiene or safety reasons
• Perishable or consumable items
• Items that have been personalised or made to order

We will always make it clear on the product page if an item is non-returnable before you purchase.

How to contact us

For any returns, refund requests, or questions about an order, please reach out to us:
• Email: hello@vanlifeemporium.com
• Response time: We aim to respond to all enquiries within 1 business day.

We always aim to resolve issues quickly and fairly. If you are not satisfied with our response, you may be able to refer the matter to an alternative dispute resolution (ADR) scheme or the UK's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.