RETURN & REFUND POLICY
Last updated: October 01, 2026
Thank you for supporting Vision 21 Cyfle Cymru. We hope you are delighted with your purchase or event booking. However, if you are not completely satisfied, we are here to help in accordance with UK Consumer Law and our ticketing terms.
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1. CANCELLATION & RETURN WINDOWS (PHYSICAL MERCHANDISE)
Under UK Consumer Contracts Regulations, you have the right to cancel your order and return physical goods purchased online (including via embedded checkout forms on our website or external platforms).
* Notice Period: You must inform us of your decision to return an item within 14 days of receiving your order.
* Return Period: Once notified, you have an additional 14 days to return the item to us (postmarked within 28 days of initial delivery).
* Condition: All returned items must be in new, unused, and resalable condition, with all original packaging, tags, and labels attached.
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2. EVENT TICKETING & DIRECT DEBIT POLICY
A. Event & Workshop Tickets (Zeffy & Eventbrite):
* Within 24 Hours of Event: Tickets purchased via Eventbrite or embedded Zeffy booking forms are strictly non-refundable and non-exchangeable within 24 hours of the scheduled event start time.
* 2 to 5 Days Before Event: Tickets are not eligible for a cash refund, but may be exchanged for a future event or transferred to another ticket holder.
* More Than 5 Days Before Event: Full refunds of the ticket price are available for cancellations requested more than 5 days prior to the event.
Note: Eventbrite non-refundable booking fees are governed by Eventbrite’s platform terms and may be retained unless the event is cancelled by Vision 21.
B. Direct Debits & Subscriptions (GoCardless):
* Direct debit mandates or recurring payments set up via GoCardless can be cancelled at any time by contacting us or your bank. Cancellations are protected under the UK Direct Debit Guarantee.
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3. HOW TO INITIATE A RETURN OR CANCELLATION
Depending on where you made your purchase or booking, please use the appropriate channel:
* Website & In-Person Purchases (Square & Embedded Zeffy Forms): Contact us directly at admin@v21.org.uk or 029 20621194. For in-person card purchases via Square, items can be brought in person with proof of purchase or refunded to the card.
* Etsy Purchases: Request your return or contact us directly via Etsy Messages prior to mailing your package so we can link the return to your Etsy order.
* Eventbrite Tickets: Submit a refund or exchange request directly through your Eventbrite account order settings, or contact us at admin@v21.org.uk.
* In-Person Item Returns: Where possible, physical items purchased online or at local venues may be returned in person by prior arrangement. Please contact us to confirm eligibility and location hours.
Mailing Address for Merchandise Returns:
Vision 21 Cyfle Cymru
Returns
Unit 10-12 Fieldway
Heath, Cardiff CF14 4HY
Wales, UK
Or address provided when requesting return.
Return Shipping Charges:
* Change of Mind / Standard Returns: You will be responsible for paying return postage charges. We strongly recommend using a tracked shipping service.
* Damaged, Faulty, or Incorrect Items: If your item arrives damaged or defective, please contact us immediately with photo evidence. We will provide a pre-paid shipping label or reimburse reasonable return postage costs.
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4. REFUNDS & PROCESSING
Once your return is received and inspected (or your ticket/subscription cancellation request is approved), we will issue your refund or exchange.
* Payment Method: Refunds will be issued back to your original payment method (via Square card refund, Etsy, Zeffy, GoCardless, or Eventbrite).
* Processing Time: Please allow up to 14 days from the date we receive your returned item or cancellation notice for your refund or exchange to be processed.
* Original Delivery Costs: For standard statutory merchandise returns under UK law, basic outbound delivery costs will be refunded. Premium delivery fees are non-refundable.
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5. ZEFFY PAYMENTS & DONATIONS
* Physical Products & Event Tickets: Products and tickets ordered through Zeffy forms embedded on our website or hosted on Zeffy follow the standard return and ticket cancellation guidelines outlined above.
* Direct Donations: Charitable donations made via Zeffy or PayPal Giving Fund are non-refundable unless an administrative error occurred.
* Platform Contributions: Optional voluntary contributions made directly to Zeffy during checkout are managed by Zeffy and cannot be refunded directly by Vision 21.
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6. CONTACT US
If you have questions concerning our return policy or need assistance with an order or ticket, please contact our team:
Vision 21 Cyfle Cymru
Phone: 029 20621194
Email: admin@v21.org.uk