Refund Policy

Last updated: 10 August 2026

This store, www.vgr.store (“the website”), is operated by GENUINE ECOMMERCE SOLUTIONS LTD (“we”, “us”, “our”), a company registered in England and Wales under company number 09620334, with registered office at 75 Gemini Park, Manor Way, Borehamwood, WD6 1BX, United Kingdom. The registered office is not our returns address — see Section 9.

This policy applies exclusively to purchases made through the website. Purchases made through Amazon, eBay or any other marketplace are governed by the rules and procedures of that marketplace. We sell and deliver within the United Kingdom (including Northern Ireland), the Channel Islands and the Isle of Man only. All products are supplied brand new unless expressly stated otherwise on the product page.

This policy applies to consumers only. Purchases made by or on behalf of a business, and all wholesale and trade orders, are excluded from this policy and are governed exclusively by our Terms & Conditions. Statutory consumer rights apply to consumers only.

Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded or restricted, including the statutory rights of consumers under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any provision of this policy conflicts with a mandatory legal right, the mandatory legal right applies.

1. Cancelling Before Dispatch

If you wish to cancel or amend an order before dispatch, contact us at contact@vgr.store as soon as possible with your order number. We will make reasonable efforts to action your request; however, we cannot guarantee cancellation or amendment once warehouse picking, packing or fulfilment has begun. If the order has already been dispatched, it will be handled as a return under this policy.

2. Our 30-Day Return Period

We accept returns within 30 days of the day you (or a person nominated by you, other than the carrier) receive the goods, subject to the conditions below. Where products from one order are delivered separately, the period runs from receipt of the last product. The first 14 days constitute the statutory cancellation period; days 15 to 30 are an extended return period offered under this policy and are subject to stricter conditions.

Days 1–14 (statutory cancellation period). You may cancel your purchase without giving a reason by informing us of your decision within 14 days of receiving your order (see Section 9). For example, if your product is delivered on 1 September, the cancellation period normally ends at the end of 15 September. You then have a further 14 days from notifying us to send the goods back. The condition requirements and deductions in Sections 3–4 apply. A model cancellation form is provided at the end of this page; you may copy and email it to us, but a simple email stating that you wish to cancel, with your order number, is equally valid. Your cancellation is made in time provided you send it before the cancellation period expires.

Days 15–30 (extended return period). Returns notified between day 15 and day 30 after delivery are accepted only where the product is unused, in its original packaging with all accessories, attachments, manuals and any free gifts included, and in fully resalable condition. Products that do not meet these conditions will not be accepted for return under the extended return period.

3. Opening and Inspecting a Product

You do not need to keep the retail box unopened. You may open the packaging carefully and inspect the product as you would in a shop. Reasonable inspection includes: visually examining the product; holding it; checking its size, weight, colour and finish; checking the controls and supplied accessories; reading the manual; and, where reasonably necessary, briefly switching the product on without using it for grooming or bringing its cutting parts into contact with hair or skin.

Inspection does not include a product trial. The following go beyond reasonable inspection: shaving, cutting, clipping or trimming hair; using the product on your skin, another person or an animal; testing cutting lengths on hair; washing, rinsing or immersing the product; applying oil, cleaning products or other substances; charging and discharging the product to test battery endurance; extensively operating the motor; or dismantling, altering or repairing the product. You do not need to use a product to establish whether it is faulty — rights relating to faulty products are set out in Section 6.

4. Condition of Returned Goods and Deductions

To receive a full refund on a change-of-mind return, the product must be returned unused; clean, dry and free from hair, skin residue, oils, liquids, odours and other contamination; free from customer-caused damage; complete with all components, accessories, blades, foils, cutting heads, guards, combs, cables, chargers, stands, cases, manuals and documentation; and securely packaged for return transport. Careful opening of the retail packaging does not, by itself, result in any deduction.

Where a change-of-mind return has been handled beyond what is necessary to establish the nature, characteristics and functioning of the product, we may reduce the refund to reflect the actual reduction in the product’s value. We do not charge restocking, handling or refund-processing fees; deductions are based solely on the actual loss of value, assessed against inspection photographs and replacement costs. The following is an indicative assessment guide, not an automatic tariff:

Condition identified on return	Indicative deduction from product price
Retail box opened carefully; product unused and complete	0%
Retail packaging materially torn, crushed, defaced or taped beyond careful opening	Up to 20%
Original retail box missing entirely	Up to 30%
Internal trays, inserts, manuals or documentation missing or damaged	Up to 10%
Minor accessories (guards, combs, caps, small attachments) missing or damaged	Typically 10–25%, based on replacement cost
Major accessories (charger, stand, case, essential attachment) missing or damaged	Typically 20–50%, based on replacement cost
Customer-caused scratches, dents or cosmetic damage, where resale value remains	Typically 10–50%, depending on severity
Evidence of use on hair or skin — loose hair, residue, oil, moisture, odour, or visible blade/foil use	50–100%, as a used personal grooming appliance cannot be resold for hygiene reasons
Serious damage, unauthorised alteration, substituted or missing essential parts, or no safe recoverable value	Up to 100%

Deductions are applied at the level supported by the evidence, never exceed the price paid for the product, and are not stacked so as to count the same loss twice. Where there is no actual reduction in value, no deduction is made. We will not deduct for damage or missing components already present at delivery. Any deduction will be explained to you in writing, supported by inspection photographs. Deductions under this section apply to change-of-mind returns only and never to faulty goods.

Free gifts, sets and bundles. Where products were sold as a set or bundle, all parts must be returned together for a full change-of-mind refund. Where your order included a promotional free gift, the gift must be returned with the product; otherwise its value will be deducted from your refund.

5. Return Shipping

For change-of-mind returns, you are responsible for arranging and paying for the return, and return postage is not reimbursed. Package the product securely and use a service appropriate to its value:

• We strongly recommend a tracked service with proof of postage for every return. If a return is lost in transit and you cannot provide acceptable evidence of sending (a valid proof-of-postage receipt or tracking showing the correctly addressed parcel was handed to the carrier), we will be unable to issue a refund, and any claim lies against your chosen carrier.
• For returns under the extended return period (days 15–30) where the total price paid for the returned goods exceeds £100, a tracked and signed-for service is required.
• Returns sent from the Channel Islands or the Isle of Man: the customs declaration must be clearly marked “Returned goods — return to retailer”. Any customs, import or handling charges arising from a failure to mark the parcel correctly will be deducted from your refund.
• Do not send parcels cash-on-delivery, with unpaid postage, or with charges payable by us, unless we have expressly agreed in writing.

For faulty, damaged, incorrect or misdescribed items, we bear the reasonable cost of return. Contact us first: we will provide a prepaid return label, arrange collection, or agree reimbursement of reasonable return postage. If you choose an unnecessarily expensive service without our prior agreement, reimbursement may be limited to the reasonable cost of an appropriate method.

6. Faulty or Damaged Products (Your Statutory Rights)

Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: if your product is faulty, damaged on arrival, or not as described, you are entitled to a full refund, including delivery costs.
• After 30 days and within 6 months: you are entitled to a repair or replacement. If we cannot repair or replace the item, you are entitled to a refund (which may be reduced to reflect the use you have had of the product, where permitted by law).
• Damaged on arrival: please report visible delivery damage or missing components within 48 hours where reasonably possible, with photographs of the parcel, shipping label, packaging and product, and retain all packaging — this helps us pursue the carrier. The 48-hour period is a request and does not limit your statutory rights. Signing for a parcel does not mean you have accepted that its contents are complete and undamaged, and you are not required to refuse a damaged parcel to retain your rights.

A product may be opened and reasonably used where necessary to discover a fault, and we will not reject a valid claim, or apply the Section 4 deduction bands, merely because reasonable use was necessary to identify a genuine fault. Original retail packaging is not required for a fault claim, but the product must be packaged securely.

Before reporting a fault, please note: poor cutting performance, hair pulling and unusual noise are most commonly caused by the blade or foil — through natural wear, a build-up of hair, or lack of oiling — rather than by a fault with the motor or appliance. Please check, clean and oil the blade as described in the manual before submitting a claim. Our team will guide you through basic checks and may request photographs or a short video before a return is arranged; these requests will not be used as a barrier to a valid claim.

The following are not faults and are not covered: normal wear and deterioration of consumable parts (blades, foils, cutters, cutting heads and batteries subject to natural degradation); cosmetic wear that does not affect function; damage caused by misuse, neglect, drops or impacts; failure to follow the supplied instructions, including incorrect cleaning, lubrication, charging or storage; use of incompatible chargers, cables or accessories; blockage caused by failure to remove hair or debris as instructed; unauthorised dismantling, alteration or repair; and water damage to models not designated waterproof or washable. For waterproof or washable models, water exposure consistent with the stated rating and instructions is not misuse; however, damage is excluded where a non-waterproof product was immersed, non-waterproof components or charging connections were exposed to water contrary to the instructions, the product was charged or connected to power while wet, or it was used beyond its stated water-resistance rating. None of this excludes a claim where a component was defective when supplied.

Products are also covered by our separate 12-month warranty — see our Warranty page. Any commercial warranty is provided in addition to, and does not replace or restrict, your statutory rights against us as the seller.

7. Fault Claims Where No Fault Is Found

All products returned as faulty are tested. If a product returned as faulty is found on inspection and reasonable testing to be in full working order, with the reported issue resulting from misuse, accidental damage, inadequate maintenance or another cause for which we are not responsible, the claim will be rejected and the return reclassified as a change-of-mind return. In that case: the conditions and deductions in Sections 2–5 apply; where we provided a prepaid return label, its cost will be deducted from any refund; and if you instead want the product sent back to you, the reasonable redelivery postage will be payable by you — we will notify you of the cost before dispatching. Where a claim is rejected, we will explain the basis of the decision. Testing does not remove or reduce any burden of proof or other protection available to you under applicable law.

8. Refused, Undeliverable and Uncollected Parcels

If a parcel is returned to us because delivery was refused, the delivery address you provided was incorrect or incomplete, or the parcel was not collected within the carrier’s holding period, we will refund the product price minus the direct costs we actually incur as a result — the outbound carriage cost paid by us and any return-to-sender or handling fee charged by the carrier or our fulfilment centre. If you still want the order, contact us and we can arrange redelivery; the redelivery cost will be payable in advance.

9. How to Start a Return

• Start your return online at www.vgr.store/returns by entering your order number and the email address used for the order, or contact us at contact@vgr.store or through the Contact Us page on the website, with your order number, the product you wish to return, and the reason (a reason is not required for cancellations within the statutory period, but it helps us improve).
• We will provide a return reference, instructions, any relevant safety guidance and confirmation of the returns address. The return reference is an administrative requirement that helps our warehouse match your parcel to your order; it does not prevent you from exercising a statutory cancellation right by any clear statement within the cancellation period. Please do not send goods back without starting a return or contacting us first — unannounced returns cannot be matched to an order and may be delayed.
• Pack the product securely, in its original packaging where possible, with all accessories, attachments, cables, combs/guards, manuals and any free gifts. Include your order number and return reference inside the parcel.
• Send the goods within 14 days of notifying us to:

Rioz Global Ltd
VGR STORE – RETURNS
Unit 2C, 7 Forest Park Way
Pease Pottage, Crawley
West Sussex
RH11 9ZG
United Kingdom

Please write VGR STORE – RETURNS exactly as shown, so the warehouse can identify your parcel.

This is our returns address only. Please do not send returns or correspondence to our registered office.

Safe return of used or damaged products: where a product has been used, remove loose hair and residue where safe to do so, ensure it is dry, fit any protective cap, switch it off, prevent accidental activation, seal it in a bag and pack it securely. Do not dismantle the product or clean it in a way that destroys evidence of a reported fault. If a product is contaminated with blood or other hazardous substances, or has a swollen, leaking, punctured or overheated battery, stop using it and contact us before posting — do not post a product with a visibly damaged battery unless we provide a return method that permits it.

10. Inspection of Returned Products

All returns are inspected, tested and photographed by our fulfilment centre upon receipt. Inspection records may cover the condition of the parcel and retail packaging, the product model, barcode and identifying characteristics, the components returned, evidence of use or contamination, blade and foil condition, damage, water exposure, unauthorised alteration, and the result of reasonable functional testing, compared against our order and inventory records. Photographs and records may be retained for customer service, fraud prevention, legal compliance and dispute resolution in accordance with our Privacy Policy. Our fulfilment provider inspects and reports, but all decisions on returns are made by GENUINE ECOMMERCE SOLUTIONS LTD.

11. Products Not Supplied by Us; Fraudulent Returns

We will not refund: a product not supplied by us; a different model, colour or variant substituted for the product supplied; a counterfeit or materially altered product; an empty parcel; a parcel containing an unrelated item; or a parcel that does not contain the product claimed to have been returned. Where a discrepancy is identified, we may withhold the refund while we investigate, will contact you with our findings, and may request further information. Suspected fraud, product substitution, fabricated fault or delivery claims, altered proof of postage or material abuse of the returns process may be reported to the relevant payment provider, carrier or authority, and may result in future orders being refused as set out in our Terms & Conditions. We will never refuse future orders merely because a customer made a genuine complaint or exercised a statutory right.

12. Refunds

• All refunds are issued to the original payment method only. We do not refund to a different card or account, and we do not replace refunds with store credit. Where payment was made through Klarna or another instalment provider, the refund is processed through the original transaction so the provider can adjust your payment arrangement.
• We may withhold the refund until we have received the goods back or you have provided acceptable evidence of having sent them, whichever is earlier. Acceptable evidence means a valid proof-of-postage receipt or carrier tracking showing the correctly addressed parcel was handed to the carrier.
• For cancellations within the statutory 14-day period, we will refund the product price (less any deduction under Section 4) and, where a delivery charge was paid, the cost of our least expensive standard delivery option; any premium above standard delivery is not refunded. For a partial cancellation, no outbound delivery refund is due where the delivery charge would have been the same for the products you retain. The refund will be processed without undue delay and no later than 14 days after we receive the goods back or you provide acceptable evidence of sending, whichever is earlier.
• For extended returns (days 15–30), we will refund the product price within 14 days of receiving and inspecting the goods.
• Any deduction under this policy will be explained to you in writing, supported by inspection photographs where appropriate.
• Depending on your bank, card issuer or payment provider, it may take an additional 3–10 working days for the refund to appear in your account.

13. Exchanges

We do not offer direct exchanges for change-of-mind returns. Return the original item under this policy and place a new order for the product you prefer. This does not limit any statutory right to a replacement for faulty goods where replacement is an available legal remedy.

14. Changes to This Policy

We may update this policy from time to time. The version in force when you placed your order applies to that order, except where a change is required by law or a later version gives you more favourable rights. The date of the current version appears at the top of this page.

15. Governing Law

This policy and any purchase made through the website are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, save that nothing in this section deprives a consumer of protections or rights available under applicable consumer law.

16. Contact Us

GENUINE ECOMMERCE SOLUTIONS LTD Registered office: 75 Gemini Park, Manor Way, Borehamwood, WD6 1BX, United Kingdom Company number: 09620334 Email: contact@vgr.store Or use the Contact Us page on the website. We aim to respond to all enquiries within one working day.

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract. You may also cancel by sending any other clear cancellation statement to contact@vgr.store.)

To: GENUINE ECOMMERCE SOLUTIONS LTD, 75 Gemini Park, Manor Way, Borehamwood, WD6 1BX, United Kingdom; Email: contact@vgr.store

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

• Product(s):
• Order number:
• Ordered on [date] / received on [date]:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

[*] Delete as appropriate.

Note: this form notifies us of cancellation only. Do not send products to the registered office — contact contact@vgr.store for your return reference and the returns address.