Refund Policy

Refund & Returns Policy

Last updated: July 2026

At VORR, every collar is individually handcrafted from premium leather and carefully selected natural stone. We take great pride in creating products that are made to last, and we want you to be completely satisfied with your purchase.
Your Right to Cancel
If you purchased your item online, you have the right to cancel your order within 14 days of receiving it, in accordance with the UK Consumer Contracts Regulations.
To exercise your right to cancel, please contact us by email before returning your order.
Items must be returned within 14 days of notifying us of your cancellation.

Return Conditions

Returned items must:

Be unused and in their original condition.
Be free from scratches, damage, dirt, or signs of wear.
Include all original packaging and accessories.
Be securely packaged to prevent damage during transit.

Unless the item is faulty or incorrect, customers are responsible for return postage costs.
We recommend using a tracked delivery service, as VORR cannot accept responsibility for items lost during return transit.

Custom & Personalised Products

Because many VORR products are handcrafted specifically for each customer, personalised or custom-made items cannot be cancelled or returned unless they are faulty or incorrectly made.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, develops a manufacturing fault, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

Your order number.
A brief description of the issue.
Clear photographs showing the problem.

We will assess the issue promptly and, where appropriate, offer one of the following:

Repair
Replacement
Full refund

Natural Materials
Every VORR collar is unique.
Natural leather may display variations in grain, texture, markings and colour, while natural gemstones vary in pattern, inclusions and shade. These characteristics are part of the beauty of genuine materials and are not considered faults.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method within 5–10 working days. Processing times may vary depending on your bank or payment provider.

If you have any questions regarding returns or refunds, please contact us before sending your item back.

Email: info@vorr.co.uk

We aim to respond to all enquiries within two working days.