Vane Kensington

Refund Policy

Last updated: 15 September 2026

A Considered Purchase.

We want you to be confident when ordering from Vane Kensington. This policy explains how returns, cancellations, refunds and problems with products are handled. Your statutory consumer rights are not affected by this policy.

Ties, Accessories & Ready-to-Wear Items

We offer returns within 14 days of delivery on ties, accessories and any other ready-to-wear item.

To be eligible for a return:

  • The item must be unused and unworn.
  • The item must be returned in its original condition.
  • The original packaging and presentation box should be included.
  • Items must be free from stains, marks, perfume or signs of wear.
  • Personalised or specially customised items cannot be returned unless faulty.

How to Return

Please contact our customer service team before sending your item back. Once your return has been approved, we will provide the necessary return instructions. Refunds are issued to the original payment method once the returned item has been inspected and approved. A return handling fee of £2.95 will be deducted from your refund to cover processing costs. Original delivery charges are generally non-refundable, and return postage may be the responsibility of the customer unless the item is faulty or incorrect.

Faulty or Incorrect Ties and Accessories

If your order arrives faulty, damaged or incorrect, please contact us within 24 hours of delivery with your order number and photographs of the issue. Reporting quickly helps us resolve it fast and, where relevant, raise a claim with our carrier. You will not be charged the £2.95 return handling fee for items confirmed to be faulty or incorrectly supplied, and we will cover return postage. This does not affect your statutory rights.

Custom-Made and Made-to-Measure Suits

1. Custom-Made and Made-to-Measure Suits

Vane Kensington custom-made suits are individually manufactured using the customer's measurements and selected specifications.

Where a suit is genuinely made to the customer's specifications, the statutory 14-day cancellation right that ordinarily applies to many online purchases does not apply where the relevant legal exemption applies.

This means that you cannot normally return a custom-made suit simply because:

  • you have changed your mind;
  • you no longer require the suit;
  • you have changed your preferred style;
  • you no longer like the fabric or colour you selected;
  • you selected the wrong design option; or
  • you have decided that you would prefer a different style after production.

This does not affect your statutory rights if the suit is faulty, incorrectly manufactured, not as described or otherwise does not conform to the contract.

2. Before Production Begins

If you need to change or cancel a custom-suit order, contact us as soon as possible. We may be able to make changes or cancel the order before production begins. We cannot guarantee that changes or cancellation will be possible once production has started. Where cancellation is legally available, we will process it in accordance with applicable law.

3. Measurement Accuracy

If you enter your own measurements, you are responsible for providing accurate measurements and following our measurement instructions. If a finished garment does not fit because the measurements supplied by the customer were inaccurate, we may not be required to provide a refund solely on that basis. However, we may offer an alteration or other assistance depending on the circumstances. This does not affect your statutory rights where the garment has been incorrectly manufactured or otherwise fails to conform to the contract.

4. If Your Suit Is Faulty or Incorrectly Made

Please contact us if you believe your suit:

  • has a manufacturing defect;
  • has been made using incorrect measurements;
  • differs materially from the measurements or specifications agreed with you;
  • differs materially from the product description;
  • has been damaged before delivery; or
  • otherwise does not conform to the contract.

Please contact us as soon as reasonably possible after discovering the problem. There is no requirement under this policy to report a suit problem within 24 hours. We may ask you for photographs, measurements or other information to help us investigate, and where appropriate, we may arrange an inspection of the garment.

5. Alterations

Please do not arrange permanent alterations through another tailor before contacting us if you believe the garment has been manufactured incorrectly. If an independent tailor alters the garment, this may make it more difficult for us to determine whether the original garment complied with the contract. We cannot accept responsibility for problems caused solely by third-party alterations. This does not remove or restrict any statutory consumer rights.

6. Remedies for Faulty or Non-Conforming Goods

Where a product does not conform to the contract, the remedy available will depend on the circumstances and applicable law. Depending on the circumstances, we may repair the garment, arrange an appropriate alteration, replace the garment, provide an appropriate price reduction, or provide a refund where required by law. We will discuss the appropriate remedy with you.

7. Refunds

Where a refund is legally due, we will process it in accordance with applicable law. Unless otherwise agreed or required by law, refunds will normally be made using the original payment method. We will not charge an administration fee for exercising a statutory consumer right.

Sale and Promotional Products

Sale or promotional pricing does not remove your statutory rights. If a product is faulty, not as described or otherwise does not conform to the contract, your statutory rights remain unaffected.

How to Contact Us

To report a problem with an order, contact us at vanekensington@gmail.com. Please include your name, order number, the date of purchase, a description of the issue, and photographs or other information where relevant. We will review the issue and contact you regarding the next steps.

Statutory Rights

Nothing in this Returns & Refunds Policy excludes or limits your statutory rights. In particular, consumers have legal rights in relation to goods that are not as described, are not of satisfactory quality, or are not fit for purpose. Custom-made status does not remove these rights.