General Returns:
All returns must be reported within 7 days, in writing (by email) to VAC-CON LTD for approval before physically sending them back to us, accompanied by a return form. Failure to adhere to our returns procedure may result in delays or an inability to issue a refund. VAC-CON LTD reserves the right to reject any refund request that does not comply with our returns policy.
Returns Procedure:
Report the return to VAC-CON LTD by emailing info@vac-con.co.uk, providing the Sales Order number and reference. If the return is due to damage or item malfunction, include photographic evidence of the damaged item.
- VAC-CON LTD will assess the return and provide a response within 5 working days, and once approved will initiate a return on our system and send you a returns form to be attached to the package. If a replacement is needed, we will make the necessary arrangements.
- VAC-CON LTD will arrange a collection, mutually agree a customer arranged return/drop-off.
- The return will be received into our warehouse and undergo inspection.
- If necessary, credits will be processed, and refunds for card payments will be made within 10 days of approval. If the return is rejected we will contact you to explain the reasoning.
Please note that we will not issue a credit note if only part of a set or item is returned. Ensure components are returned. We reserve the right to deny refunds or credits for partial returns, items with damaged or missing packaging, or incorrect goods.
Customer Change of Mind:
If you are returning Goods due to a change of mind, the following steps must be followed:
- Provide written notice of your intent to return an item and receive approval.
- You are responsible for the cost of returning the Goods.
- The Goods must be returned in their original packaging in a resalable state without the need for discounting.
- Credit will be raised and/or refund issued for the value of the item, minus a 15% restocking fee.
If returned without the original packaging or if the packaging is damaged, ensure the items are safely wrapped and suitable for transit. You will be liable for an additional re-packaging fee of £35.
Goods Received in Error: If you have received Goods in error, notify us as soon as possible. In most cases, we will arrange for the collection and/or replacement of the correct items if still required.