Refund policy

We operate a return policy strictly in line with UK consumer law. Because we offer both standard retail items and auction lots, the eligibility criteria and timeframes for returns depend on how you purchased the item.

1. Fixed-Price Purchases (Standard Retail) If you purchased an item at a fixed retail price (outside of an auction), you have the right to change your mind and cancel your order within 14 days of receiving the item. You then have a further 14 days to return the goods to us.

• Items must be returned in the exact same condition that you received them.

• Unless the item is faulty or not as described, you are responsible for paying the return shipping costs.

2. Auction Purchases & "Not As Described" Claims Due to the nature of live auctions, all auction lots are sold "as seen" and are exempt from standard 14-day "change of mind" return rights.

• For auction items, returns will only be granted if the item received is substantially and materially different from its description or photographs on the website.

• If any item (whether bought via auction or fixed-price) is faulty or not as described, you have 30 days from receipt to request a return.

• To protect against fraud, all auction return requests must be supported by clear photographic, video, and text evidence demonstrating the discrepancy.

3. How to Start a Return To initiate a return for either a fixed-price or auction item, please contact us at support@thelostvault.co.uk

If your return is accepted, we will send you a return shipping label (if applicable based on the rules above), along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions regarding returns at support@thelostvault.co.uk

4. Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged in transit, or if you received the wrong item. This allows us to evaluate the issue and make it right as quickly as possible.

5. Exceptions / Non-Returnable Items Unfortunately, we cannot accept returns on gift cards or certain clearance/sale items (unless they are faulty or not as described).

6. Exchanges We do not offer exchanges.

7. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved.

• If approved, you will automatically be refunded to 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.

If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at support@thelostvault.co.uk