Returns & Refunds Policy

Last updated: 25 August 2026

At Mystavault, we want you to be happy with your purchase. If you have a problem with an order, please contact us and we'll do our best to help.

Change of mind – online orders

If you purchase an item from Mystavault online, you have the legal right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

After telling us that you wish to cancel, you have a further 14 days to return the goods to us.

To request a return, please contact us at mystavault@gmail.com with your order number and details of the item you wish to return.

Items should be returned in a condition suitable for resale. You are allowed to handle an item as you would in a shop to check its nature, characteristics and functionality. However, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.

Unless an item is faulty, damaged or incorrectly supplied, the cost of returning an unwanted item is normally the customer's responsibility.

Refunds

Once your returned goods have been received, we will process your refund as soon as reasonably possible and within the legal timeframe.

For eligible cancellations, we will refund the price paid for the goods and the cost of the standard delivery option originally selected. If you chose a more expensive delivery service, we are only required to refund the cost of the standard delivery service.

Refunds will normally be made using the original payment method.

Faulty, damaged or incorrectly supplied items

If your item arrives faulty, damaged or is not as described, please contact us as soon as possible at mystavault@gmail.com, ideally with photographs showing the problem.

Your statutory consumer rights are not affected by this policy.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy in accordance with UK consumer law.

Please do not return a damaged or faulty item before contacting us, as we may need photographs or other information to help resolve the issue.

Collectibles and boxed items

We understand that collectors may purchase items specifically because of their condition and packaging.

Where an item is sold as new, unopened or sealed, please take care when opening packaging. Damage caused after delivery or handling beyond what is reasonably necessary to inspect the item may affect the value of a discretionary return.

This does not affect your statutory rights where an item is faulty, damaged on arrival or not as described.

Items damaged during delivery

If your order arrives damaged, please contact us at mystavault@gmail.com as soon as possible and provide photographs of:

• The item
• The packaging
• Any visible damage to the parcel

We will investigate the issue and work with you to provide an appropriate resolution.

Items that cannot be returned

Certain products may be excluded from cancellation rights where an applicable legal exception applies. If an exception applies to a particular product, this will be made clear before purchase.

Nothing in this policy limits or excludes any consumer rights that cannot legally be limited or excluded.

How to return an item

Please contact:

Email: mystavault@gmail.com

Returns address:

Mystavault
86 Sherwin Court
23 Arthur Street
Erith
DA8 2GS
United Kingdom

Please include your order number with your return so that we can identify and process it quickly.

Your statutory rights

This policy is intended to explain our returns process and does not affect your legal rights as a consumer.

Where UK consumer law provides you with rights that are more favourable than the terms of this policy, those legal rights will apply.

If you have any questions about returning an item, please contact us at mystavault@gmail.com.