Refund policy
Returns, Exchanges & Refunds
Please read this policy in full before submitting a request. All returns, exchanges and refunds are subject to the conditions below. Requests that do not meet them cannot be processed.
1. Prior authorisation is required
No return, exchange or refund is processed automatically. You must first email contact@myvyran.com and obtain a Return Authorisation number (RA).
Your request must include, in the first email:
- Your order number and the email address used to place the order
- Clear photographs of the item, including the internal size label and the front panel
- A photograph of the item in its packaging where applicable
- The reason for the request, stated specifically
Requests submitted without this information are placed on hold until it is supplied. Items sent back without a valid RA number are refused, are not refunded, and are not returned to sender.
2. Hygiene — worn items
VYRAN is an intimate garment. In line with standard practice for underwear, items that have been worn, washed or removed from their sealed packaging cannot be returned or exchanged. This is a hygiene restriction and it is not waived on request.
Where an item has been worn, no return is possible. Any resolution offered in such cases is discretionary and decided case by case by our support team.
3. Size exchanges — unworn items, 30 days
Exchanges are available for 30 days from delivery, subject to authorisation, and only where the item is:
- Unworn, unwashed and free of odour, marks, hair and damage
- In its original sealed packaging with all labels attached
Return shipping is arranged and paid for by the buyer, using a tracked service. Risk of loss remains with the buyer until the parcel is received and inspected by us. We do not issue replacements before inspection. Items that fail inspection are not exchanged and are not returned.
One exchange per order. Exchanges are subject to availability in the requested size.
4. Satisfaction guarantee — nights 30 to 60
The tourmaline panel acts on circulation and requires consistent daily wear before there is anything to assess. Most customers report a first change between week two and week four. Our satisfaction guarantee is therefore open from night 30 through night 60 after delivery and not before or after.
To submit a claim, email contact@myvyran.com with your order number within that window. We may request additional information, including photographs of the item and confirmation of how it has been worn, before a claim is approved. Once approved, the refund is issued to the original payment method within 5 to 10 business days.
Conditions:
- Eligible from night 30 through night 60 after delivery — claims outside this window are refused
- One claim per customer, per household and per delivery address
- First order only. Repeat orders are not eligible
- Applies to the order as a whole. Partial refunds on individual pairs within a multi-pack are not issued
- The order must have been placed directly on myvyran.com
5. Damaged, defective or incorrect items
Email us within 14 days of delivery with photographs showing the fault and the packaging. We assess each case individually and, where the claim is upheld, we replace the item at our cost. Wear, washing outside the stated care instructions, and damage caused by misuse are not covered.
6. Cancelling an order
Orders can be cancelled free of charge within 12 hours of being placed. After that the order is generally already in preparation and cannot be cancelled.
7. Not covered
- Requests made without prior authorisation
- Requests made outside the stated windows
- Items worn, washed or opened, other than under section 4
- Second and subsequent orders
- Items not purchased directly on myvyran.com
- Change of mind on an opened item
- Refusal of delivery, or parcels returned as unclaimed
8. Refunds
Approved refunds are issued to the original payment method only. Processing takes 5 to 10 business days after approval; the time taken for the funds to appear depends on your bank. Original shipping costs, where paid, are not refunded.
9. Payment disputes
Please contact us before opening a dispute with your bank or card issuer. We answer every email within one business day and resolve the overwhelming majority of cases directly. A dispute opened without any prior contact voids eligibility under section 4, and we will respond to the issuer with the order record, delivery confirmation and this policy.
10. How to reach us
contact@myvyran.com — Monday to Friday, 9:00am–6:00pm. We answer every email within one business day.