Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@vysearks.com. Please note that returns will need to be sent to the following address: The Timber Yard, Fox Farm, Andover down, Hampshire, SP11 6LN and will be at your own cost.

You can always contact us for any return question at hello@vysearks.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Customer Responsibility – Site Preparation & Installation Surface

It is the sole responsibility of the customer to ensure that all pens, enclosures, and runs are installed and positioned on level, stable, and suitable ground prior to use. Vyse Arks accepts no responsibility for any instability, structural issues, damage, or injury arising from installation on uneven, unsuitable, or inadequately prepared ground. By purchasing from Vyse Arks, the customer acknowledges and accepts responsibility for ensuring an appropriate and safe setup location as guided on the product page and in the assembly instructions. 

Assembly & Health and Safety Compliance

It is the customer's responsibility to ensure that all products are assembled correctly and in full accordance with the assembly instructions and health and safety guidelines provided by Vyse Arks. Where a customer or third party assembles a product using unsuitable methods, incorrect tools, or fails to follow the provided instructions in full, Vyse Arks accepts no liability for any resulting instability, structural failure, damage, injury, or loss. In such circumstances, no refund or compensation will be issued by Vyse Arks. Customers are strongly advised to read all provided documentation thoroughly before commencing assembly.

Customer Responsibility – Site Preparation & Installation Surface

It is the sole responsibility of the customer to ensure that all pens, enclosures, and runs are installed and positioned on level, stable, and suitable ground prior to use. Vyse Arks accepts no responsibility for any instability, structural issues, damage, or injury arising from installation on uneven, unsuitable, or inadequately prepared ground. By purchasing from Vyse Arks, the customer acknowledges and accepts responsibility for ensuring an appropriate and safe setup location.

Installation Service – Ground Preparation Requirements

Where a customer has opted for the Vyse Arks installation service, it is the customer's responsibility to ensure the ground is fully prepared and ready prior to the team's arrival, in accordance with any guidance provided by Vyse Arks. Upon arrival, if the installation team deems the ground to be unsuitable — including but not limited to ground that is not level, is too soft, or could cause stability issues either immediately or over time — the customer will be informed and given the option to proceed. Should the customer choose to proceed with installation on ground the team has identified as unsuitable, it is understood and agreed that this is entirely at the customer's own risk. Vyse Arks accepts no responsibility for any instability, structural issues, subsidence, or long-term damage (including voids or undulation beneath the structure) resulting from unsuitable ground conditions. While Vyse Arks will endeavour to assist where reasonably possible, we cannot be held liable for issues arising from ground conditions that are outside our control or that were flagged prior to installation.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@vysearks.com.