Returns Policy

Refunds & Returns Policy

Last updated: September 2026

We want you to love your V-IP products. If something isn’t right, get in touch and we’ll do our best to put it right.

Standard Products

For standard, non-personalised products purchased online, you may cancel your order within 14 days of receiving it.

Once you have told us you wish to return an item, you have a further 14 days to send it back.

Products must be returned in their original condition and should not have been used beyond what would reasonably be necessary to inspect them.

Unless the product is faulty or we have made an error with your order, you are responsible for the cost of returning it.

Once your return has been received and checked, we will process any refund due within 14 days.

Personalised, Branded & Custom Products

Many V-IP products are created specifically for you or your brand. This can include:

• Custom printed or embroidered merchandise
• Branded products
• Bespoke colours, designs or configurations
• Custom NFC cards, wristbands, tags or merchandise
• Products encoded or programmed specifically for your campaign, business or experience
• Products manufactured to your agreed specification

Because these products are personalised or made specifically to your requirements, they cannot normally be returned or refunded because you have changed your mind.

We strongly recommend checking all artwork, spelling, colours, quantities and specifications carefully before approving your order.

Once artwork or production has been approved and manufacturing has started, changes may incur additional charges and cancellation may no longer be possible.

Faulty, Damaged or Incorrect Products

Personalised products are still protected if something has gone wrong.

If your product is:

• Faulty
• Damaged when it arrives
• Incorrectly produced compared with the approved specification
• Not as described
• Not functioning as it reasonably should

please contact us as soon as possible.

Where appropriate, we will arrange a repair, replacement or refund in accordance with your statutory rights.

For damaged or incorrectly produced items, we may ask you to provide photographs or other information so we can investigate the issue quickly.

NFC Products

Where your V-IP product includes NFC technology, please contact us if the NFC functionality is not working correctly.

Before replacing the physical product, we may attempt to resolve the issue remotely, for example by checking or updating the NFC destination, link or configuration.

Issues caused by changes made by the customer after delivery, physical damage, misuse or incompatible third-party devices or services may not qualify as a product fault.

Artwork & Customer-Supplied Information

Where you approve artwork, wording, URLs, QR codes, links or other information before production, V-IP cannot normally provide a refund or free replacement for errors contained within the material you approved.

If the finished product differs from the artwork or specification you approved, please contact us and we will investigate.

Return Shipping

If we confirm that a product is faulty, damaged or incorrectly supplied, we will provide instructions for returning it and, where applicable, cover reasonable return postage costs.

Please do not return products without contacting us first.

How to Request a Return

To request a return, refund or replacement, contact us with:

• Your name
• Order number
• The product concerned
• A brief description of the issue
• Photos or video where relevant

Email: connect@voyagerstudio.co.uk

We will then advise you on the next steps and, if required, provide the return address.

Your Statutory Rights

Nothing in this policy limits or affects your statutory rights under UK consumer law.

This policy applies primarily to purchases made by consumers. Orders placed by businesses may also be subject to separate quotations, order terms, contracts or agreed specifications.