Refund Policy

Last updated: April 2026

This policy explains your rights and options when cancelling an order or returning a product. Your statutory rights under UK consumer law are not affected by anything in this policy.

1. Cancelling before delivery

If you wish to cancel your order after a deposit or payment has been made but before your unit has been dispatched, you may do so by contacting me at hello@vayasystems.com.

Because each unit is hand-assembled to order and production costs are incurred from the point of payment, a 50% refund of the amount paid will be issued in the event of a pre-delivery cancellation. The remaining 50% covers materials and build time already committed to your order.

2. Returns after delivery

If you change your mind after receiving your unit, you may request a return within 14 days of the delivery date. To be eligible:

The unit must be returned in its original condition, undamaged, and with any included accessories.
You must contact me before returning — do not send the unit without prior agreement.
Return postage costs are your responsibility unless the item is faulty or not as described.

Once the returned unit is received and inspected, a refund will be issued to your original payment method within 14 days.

Please note: as the Vaya Display is a hand-assembled product made to order, it may qualify as bespoke goods under the Consumer Contracts Regulations 2013, which can limit the statutory right to cancel for change-of-mind returns. This 14-day return window is offered as a goodwill policy regardless.

3. Faulty or not as described

If your unit arrives faulty, damaged in transit, or materially different from what was described, you have stronger rights under the Consumer Rights Act 2015:

Within 30 days of delivery: you are entitled to a full refund if you choose to reject the goods.
Within 6 months of delivery: you are entitled to a repair or replacement as a first remedy; if neither is possible or both fail, a full or partial refund will be issued.
Beyond 6 months: you may still be entitled to a remedy, though the burden of proof shifts to you to demonstrate the fault existed at the time of delivery.

In all cases of faulty goods, return postage will be covered or reimbursed.

4. Reservations (no payment taken)

If you have only placed a reservation and no payment has been taken, you may cancel at any time free of charge with no obligation. See the Terms of Service for details on the reservation stage.

5. How to request a cancellation or refund

To cancel an order or initiate a return, please email hello@vayasystems.com with your order reference and a brief description of the reason. I aim to respond within 2 business days.

6. Refund processing

Refunds are issued to the original payment method. Processing times depend on your bank or payment provider but are typically 5–10 business days once a refund has been initiated from my end.

7. Your statutory rights

Nothing in this policy limits or waives your statutory rights as a UK consumer. If you are unsure of your rights, you can get free advice from Citizens Advice or the UK Government consumer rights guidance.

8. Contact

For any questions about this policy, please contact hello@vayasystems.com.