Returns & Refunds
1. General Information
This Returns & Refunds Policy applies to purchases made through this UK online store by consumers and business customers, unless separate written terms have been agreed.
The seller and operator of this UK online store is:
VITCAS LTD
Company number: 06497991
Registered in England and Wales
Registered office: 204-208 Broomhill Rd, Bristol, BS4 5RG, England
VAT No.: GB 934170142
Nothing in this Returns & Refunds Policy affects your statutory consumer rights.
2. Consumer Right to Cancel
If you are a consumer purchasing online, by telephone or by other distance-selling method in the United Kingdom, you normally have the right to cancel the contract within 14 days without giving any reason.
The cancellation period normally starts on the day after you, or a third party appointed by you other than the carrier, receive the goods.
If your order is delivered in several separate deliveries, the cancellation period normally starts on the day after you, or a third party appointed by you other than the carrier, receive the last item, lot or piece from the order.
To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement before the cancellation period expires.
You may inform us by using the contact form, by email, by post, or by using the model cancellation form below. Use of the model cancellation form is optional.
3. Online Cancellation Form
If an online cancellation form or return request function is available on this website, consumers may use it to notify us that they wish to cancel or return goods.
The use of any online cancellation form is not mandatory. You may still exercise your right to cancel by any other clear statement, for example through the contact form, by email or by post.
If you use an online cancellation form or online return request function, we will acknowledge receipt on a durable medium, such as by email, without undue delay.
4. Model Cancellation Form
You may use the model cancellation form below, but this is not mandatory.
To:
VITCAS LTD
204-208 Broomhill Rd
Bristol BS4 5RG
England
I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer, only if submitted on paper:
Date:
5. Effects of Cancellation
If you cancel the contract within the applicable cancellation period, we will refund the payments received from you for the cancelled goods, including the cost of standard delivery where required by law.
We are not required to refund any additional delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery option offered by us.
Where goods have been supplied and must be returned, we may withhold the refund until we have received the goods back or until you have supplied evidence that you have sent the goods back, whichever occurs first.
We will make the refund without undue delay and no later than 14 days after the day on which we receive the goods back or, if earlier, no later than 14 days after the day on which you provide evidence that you have sent the goods back.
If we have offered to collect the goods, we will make the refund without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the refund.
We may make a deduction from the refund for any loss in value of the goods if the loss results from handling by you beyond what is necessary to establish the nature, characteristics and functioning of the goods.
6. Returning Goods After Cancellation
You must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.
Before returning goods, please contact us so that we can provide the correct return instructions and return address.
Unless we provide a different return address for your product or order, returns should be sent to:
VITCAS LTD
Returns Department
204-208 Broomhill Rd
Bristol BS4 5RG
England
The return address may differ depending on the product type, warehouse location, delivery country or carrier requirements. Please do not return goods to the manufacturer or to any other address unless we have specifically instructed you to do so.
Goods should be returned securely packaged and protected against transport damage. We recommend using a tracked and insured delivery service.
Failure to request a return reference or return instructions will not remove your statutory right to cancel, but it may delay the processing of your return or refund.
7. Return Costs
If you cancel because you have changed your mind, you are responsible for the direct cost of returning the goods, unless we have agreed otherwise or unless the goods are faulty, damaged, incomplete or incorrectly supplied.
Some products sold on this website are heavy, bulky, fragile, heat-resistant or palletised and cannot normally be returned by standard post.
For goods that cannot normally be returned by standard post, return transport costs may be significantly higher than standard parcel postage.
Return transport costs depend on the product weight, size, destination, carrier and return method.
Where goods cannot normally be returned by standard post, the estimated return cost or estimated maximum return cost will be provided before purchase where required by applicable law, for example on the product page, delivery information page, returns page, checkout, or by contacting customer service before placing the order.
If we have not provided the required information about return costs before purchase, we will not require you to pay those return costs where applicable law prevents us from doing so.
If you are unsure about return costs for a heavy, bulky or palletised product, please contact us before placing your order.
This section does not affect your statutory rights if the goods are faulty, damaged, incomplete, incorrectly supplied or not as described.
8. Condition of Returned Goods
You may inspect the goods in a way that is necessary to establish their nature, characteristics and functioning, similar to how you would inspect goods in a shop.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Goods should be returned complete, with all accessories, manuals and packaging where reasonably possible.
Returning goods without the original packaging does not automatically remove your statutory right to cancel, but you remain responsible for ensuring that the goods are properly protected during return transport.
9. Exceptions to the Right to Cancel
The right to cancel may not apply to certain goods, including but not limited to:
- goods made to the customer’s specifications,
- customised or made-to-measure products,
- products cut, mixed, modified or prepared specifically for the customer,
- goods that are liable to deteriorate or expire rapidly,
- sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed,
- sealed audio, video or software products once unsealed, where applicable,
- goods that, after delivery, have been inseparably mixed with other items.
This does not affect your rights if the goods are faulty, damaged, incomplete, incorrectly supplied or not as described.
10. Faulty, Damaged, Incorrect or Incomplete Goods
If goods are faulty, damaged, incomplete, incorrectly supplied or not as described, please contact us as soon as possible.
Please provide your order number and, where possible, photographs of the product, packaging, shipping label and any visible damage or issue.
Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for purpose, as described and, where applicable, installed correctly if installation is part of the contract.
If goods do not meet these requirements, consumers may have the right to reject the goods within the short-term rejection period, or to request repair, replacement, price reduction or refund, depending on the circumstances and the time that has passed since delivery.
If a return is required because the goods are faulty, damaged, incomplete, incorrectly supplied or not as described, we will provide return instructions and cover the reasonable return cost or arrange collection where appropriate.
Please do not return faulty, damaged or incorrect goods without contacting us first, as this may delay the handling of your case.
11. Transport Damage
Please inspect your goods as soon as possible after delivery.
If visible damage is present at the time of delivery, please note this with the courier where possible and contact us promptly.
If damage is discovered after delivery, please contact us as soon as possible and provide photographs of:
- the damaged product,
- the internal and external packaging,
- the shipping label,
- the pallet or parcel condition,
- and any other relevant details.
We recommend reporting transport damage within 48 hours of delivery so that we can investigate the issue and raise any carrier claim quickly.
This recommendation does not affect your statutory consumer rights. Where goods are damaged before they are delivered to you by our carrier, responsibility remains with us and we will deal with the carrier claim where applicable.
Please keep the product and packaging until the issue has been resolved.
12. Consumer Rights for Faulty Goods
Consumers in the United Kingdom have statutory rights where goods are faulty, not as described, not fit for purpose or otherwise do not conform to the contract.
These rights are separate from any commercial warranty or manufacturer guarantee that may be offered with a product.
Depending on the circumstances, you may be entitled to reject the goods, request repair or replacement, receive a price reduction, or receive a refund in accordance with applicable consumer law.
These rights do not cover defects or damage caused by normal wear and tear, incorrect storage, incorrect installation by the customer or a third party, misuse, failure to follow instructions, accidental damage, unauthorised modification, or use of the product outside its intended purpose.
Nothing in this policy limits your statutory consumer rights.
13. Installed, Used, Mixed or Modified Products
Products must be checked before installation, use, mixing, cutting or modification.
Please do not install, use, mix, cut or modify goods if you believe they are incorrect, damaged, incomplete or unsuitable.
If goods have been installed, used, mixed, cut or modified, this may affect the available remedy, the value of the goods or the ability to return them, subject to applicable consumer law.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
14. Installation, Labour and Project Costs
Please do not book installers, tradespeople or project work until all goods have been delivered, inspected and confirmed as correct, complete and suitable.
To the fullest extent permitted by law, we are not responsible for avoidable installation costs, labour costs, project delays, removal costs, re-installation costs or other avoidable losses where the customer arranged work before receiving and checking the goods, or where the issue could reasonably have been identified before installation, use, mixing, cutting or modification.
Nothing in this policy excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or restricted by law.
This section does not affect your statutory rights where liability cannot be excluded under applicable law.
15. Business and Trade Customers
If you purchase goods as a business, trader, installer, reseller or for professional use, consumer cancellation rights do not apply.
Business and trade customers are responsible for checking all goods promptly after delivery and ensuring that the goods are correct, complete and suitable for their intended professional use before installation, resale or further supply.
Separate trade terms may apply to approved trade accounts. Where separate written trade terms have been agreed, those terms will apply in addition to this policy or instead of this policy to the extent permitted by law.
16. Refund Processing
Once your return has been received and checked, we will process any refund due as soon as reasonably possible and within the timescales required by applicable law.
Refunds are normally made using the same payment method used for the original transaction, unless expressly agreed otherwise.
The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
17. Customer Service
For the fastest response regarding returns, refunds or cancellation, please contact us using the contact form:
Customer service may also be provided by our Vitcas Group support team:
VITCAS LTD
204-208 Broomhill Rd
Bristol BS4 5RG
England
Phone: +44 117 911 7895
Please note that telephone support may be provided in English and selected other languages where available. International call charges may apply if calling from outside the United Kingdom.
18. Related Policies
This Returns & Refunds Policy should be read together with our: