Payment and Delivery

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Returns Policy

Please remember that the colours of the items displayed on the website may be slightly different from the colours of the actual product as computers and cameras cannot always portray the exact colour in images.

The measurement of products displayed on the site are for guidance only and errors can occur. We do not accept any liability if the measurements stated are incorrect although we do our utmost to ensure the sizes are correct.

If the size of the product is not what you expected, our returns policy will enable you to return it.

If this is a consumer purchase, and you change your mind about a purchase, we will happily allow you to cancel it. As a consumer you have the right to cancel the contract for your purchase within 14 days of delivery. Please contact us within fourteen days to arrange the return of the products. Package the items securely and send them to us with the invoice within 14 working days of the date that the items were delivered. We may, at our discretion, accept goods back outside of these 14 days, but this is by prior arrangement only. You must again contact us for this option to be considered.

We recommend that you use a recorded-delivery service to return the goods. In most cases, we can arrange a courier to collect from you. Note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error. When we receive the goods, we will refund the relevant part of the purchase price for that item. Collection of the goods can be arranged via our courier (costs apply) or with a courier of your choice (at your expense). Goods returned, unused, undamaged, and in the original packing will be processed for a refund within 5 working days. Please allow an additional 3–5 working days for the refund to appear in your account.

Where a product has been purchased which is not suitable for your requirements, but which is not faulty, the carriage charge (whether separate or included in your product purchase price) will not be refunded. No returns can be considered for products that are a special order or have been manufactured specifically to the customer's requirements.

If a product is faulty in any way, you can return it to us within 30 days. Please email us via our contact page immediately upon receipt of the product quoting your order number.

To return any items, please email us via the contact us page. Please do not send your products back without contacting us first.

It is recommended that, for your own protection, you should send the products back using an authorised carrier service with suitable insurance so you have proof of delivery and cover if any subsequent loss/damage happens to your consignment being returned.

We will refund the postage costs you have incurred if you are returning a faulty item once we have had the opportunity to test the product to confirm a fault. Postage costs for returns must be authorised by us in writing prior to dispatch for any refund request to be entertained.

Refunds - SagePay

All refunds will be processed once products have been returned and checked. Processing of refunds for payments made by debit/credit card through SagePay normally takes 3 to 5 working days to show on your statement. Once we have processed the refund, the speed with which your bank credits your account is entirely outwith our control.

Delivery

Delivery times vary according to the product ordered and stock availability. We make every effort to get goods to you as quickly as possible. We aim to dispatch all orders within 3 to 5 working days (excluding weekends and bank holidays) for stock items. Expected delivery dates or times given by Vanax Ltd, our suppliers, or our carriers are given as a guide only. We cannot be held liable for any losses or costs incurred from delivery at a different date or time.

We will contact you if we are informed by the courier that there is likely to be any delay with your order, and you can then have the choice of either waiting for the item or cancelling your order.

Unfortunately, delays can occur owing to circumstances outside of our control (for example, postal strikes) and therefore, we incur no liability for delays or failure to deliver the products within estimated timescales.

Damages/Shortages

Your consignment leaves our warehouse in perfect condition. We can only claim for damages caused by the courier company if you assist us. Please carefully check your consignment for any signs of damage on the outside packaging. Signed for “Unchecked” may result in additional costs being charged to you for replacement parts to be sent if you later find there is damage within the consignment. Please ensure the courier driver records any damage and takes images on his notepad.

On arrival please open your consignment and check that all parts are present. For plywood lining kits, please refer to your parts list which is on Page 1 of your fitting instructions.

You must notify our Sales Team by email with supporting evidence as soon as is practicably possible but within 48 hours of delivery if there are any damage/shortages. Failure to notify us of damage within this time may result in your claim being rejected or additional charges being levied.

Shipping and Handling Costs

Goods are sent through our authorised carriers and will require a signature at the destination.

Shipping throughout the UK Mainland is based on the weight and dimensions of the consignment. Surcharges are levied by our carriers for residential deliveries. You will be asked to confirm whether your order falls into this category during the checkout process.

Shipping to Scottish Highlands & Islands and certain other areas may be subject to delivery surcharges. If a customer orders from a postcode area incurring an extra delivery charge, the customer will be contacted by phone or email and given the option to pay any extra charges or cancel the order. Customers will be responsible for the carriage/delivery cost of all returns not being returned due to faults. Current surcharge levels from our courier as at 1st January 2023 are as follows:

• Isle of Wight £14.37
• Grampian £8.12
• Highlands £19.14
• London £2.95
• Cornwal/Devon £3.77

We use a variety of authorised couriers to deliver our products. Their terms and conditions for delivery can vary.

Cancellation Policy

Vanax Ltd aims to help their customers as far as possible if they wish to cancel their order. Under this policy:

• Cancellations will be considered only if the request is made within 48 hours of placing an order.
• However, the cancellation request cannot be considered if:
  • The orders have been communicated to our vendors/merchants and they have initiated the process of shipping them.
  • The goods have been manufactured awaiting shipping to the customer.

No cancellations are entertained for those products that are a special order or have been manufactured specifically to the customer's requirements.