Returns and Exchanges of Quality Goods (Right of Withdrawal)

If the purchased item does not meet your expectations or if you simply change your mind, as a consumer (individual), you have the right to withdraw from the online contract and return the quality item within 14 days from the date of delivery, without providing a reason (in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

IMPORTANT! The returned item must meet the following conditions:

  • Original Packaging: The item must be in its original, undamaged packaging, along with all its accompanying accessories.
  • Original Condition: The item must be unused, undamaged, and retain its pristine, resaleable appearance.
  • Cosmetic Products: For health protection and hygiene reasons, sealed cosmetic products cannot be returned if the seal or protective packaging has been opened or damaged after delivery.
  • Gift Vouchers: Gift vouchers cannot be returned or exchanged.

Note: If you purchase items for business purposes (not for personal use) or in the name of a company, they cannot be returned or exchanged.

We will refund the price you paid, including the standard delivery charge, within 14 days of receiving the item back or of receiving proof that you have sent it back, whichever is earlier.

Please note that the direct cost of returning the item is your responsibility.

Returns and Exchanges of Defective Goods

Your statutory rights under the Consumer Rights Act 2015 for faulty goods are not affected.

If you believe that the item is defective or if the received shipment does not meet the order conditions, please contact us. We will assess whether we can determine the item's quality remotely (e.g., via photos) or if it needs to be sent back for a proper inspection.

If the item is indeed found to be defective or if there are other discrepancies, we will promptly replace it with a new one or issue a refund, depending on your preference.

Please contact us at:

IMPORTANT: Any report regarding damages incurred during delivery, as well as discrepancies in the quantity or assortment of the goods, should be submitted within 1 business day from the receipt of the shipment.

We would like to remind you that 'VILANA' products are natural, handmade cosmetics, so minor variations in consistency may occur. Since we use only natural ingredients, the colour and scent of cosmetic products from different batches may slightly vary depending on the ingredients received from our suppliers. These variations do not affect the efficacy of the cosmetic product and are not considered a quality defect.

Returns and Exchanges Procedure

To return or exchange an item, it must be securely packaged. Please ensure that the item is properly protected from damage, breakage, spillage, or any other form of harm.

Please send the return shipment to the following address:

VILANA NB LTD, Unit 22A Elgin Industrial Estate, Dickson Street, Dunfermline, KY127SL, Scotland, UK

Order information

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Product information and returning reasons

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