We want you to be happy with your order. You can return an item within 14 days of receipt of your order.
Once you place your order we set an irreversible train on its way: we reserve dispatch dates and start assembling your order precisely for you. If you are in any doubt, take a little more time thinking. You can always come back for more later.
How to return
Items must be returned to us in good, unused, condition, and in their original packaging.
We recommend that the return delivery is insured as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them.
We also recommend that you use a reliable, trackable means to return your order to us.
To return an item please contact us on +44 20 7428 1606 (Monday to Friday 08:00–18:00 and Saturday 10:00–18:00), email@vitsoe.com, or in writing to Vitsœ, Old Warwick Road, Royal Leamington Spa, CV31 3NT, UK.
You will need to arrange and pay the costs of returning any items to:
Vitsœ
Old Warwick Road
Royal Leamington Spa
CV31 3NT
UK
Refunds will be paid in the same form originally used for the purchase as soon as possible, but in any event within 30 days.
Consumer Contracts Regulations
If your order is being delivered to a country in the EU, under the Consumer Contracts Regulations, if you cancel your order in writing within 14 working days of receipt of your order, this legislation entitles you to a full refund including the original delivery cost. This also applies to orders cancelled before they are dispatched.
To cancel your order please contact us in writing to Vitsœ, Old Warwick Road, Royal Leamington Spa, CV31 3NT, UK or to email@vitsoe.com
Once we have confirmed cancellation of your order you will need to arrange and pay the costs of returning the items to:
Vitsœ
Old Warwick Road
Royal Leamington Spa
CV31 3NT
UK
We will refund the full value of your order, including the delivery charge, within 14 days of receiving your order back. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.
Exchanges
To exchange an item you can place a new order and follow our returns procedure for your unsuitable item.
Cancelling an installation
You can cancel your order for installation services at any time up to seven working days from the day after the date you receive your payment receipt email.
To cancel an installation please contact us +44 20 7428 1606 (Monday to Friday 08:00–18:00, Saturday 10:00–18:00), email@vitsoe.com, or in writing to Vitsœ, Old Warwick Road, Royal Leamington Spa, CV31 3NT, UK.
Faulty items
One year guarantee
All our products are sold with a one-year guarantee. This guarantee covers the original goods supplied only.
If any of your items are faulty, then provided the items are returned to us within the one-year guarantee period, we will repair or replace them free of charge. We will also refund your return delivery costs.
However, in the event that we find no fault, we reserve the right to return the items to you and to recover the return delivery costs from you.
Missing items
If an item is missing from your order, please let us know within 48 hours of receiving your order. You will not incur an extra delivery charge.
You can contact us by calling +44 20 7428 1606 (Monday to Friday 08:00–18:00, Saturday 10:00–18:00) or notifying us at email@vitsoe.com.
Damaged or incorrect items
If any boxes look like they may have been damaged during delivery, please make note of this on the courier’s paperwork before signing and take photos of the damaged boxes before opening them.
Please open the boxes immediately to check the contents. If you open the boxes to find that the items inside have been damaged in transit, please take photos and let us know about the damage within 48 hours of receipt of your order.
You can contact us by calling +44 20 7428 1606 (Monday to Friday 08:00–18:00, Saturday 10:00–18:00) or notifying us at email@vitsoe.com.
We will work with you to ensure damaged or incorrect items are received back into our warehouse. Following this we will agree to either replace the damaged or incorrect products, or refund the price (including delivery costs) to you.