Terms and conditions

By placing an order with us, you agree that​:

We only accept orders once we have reviewed them and may occasionally need to reject an order (see Order process); however, payment is taken when you place your order (see Pricing).

We are not responsible for delays beyond our control and, due to our policy of constant evolution, our products may differ slightly from their photographs.

It is your responsibility to ensure your measurements are accurate, and additional charges may apply if you do not provide necessary information, complete​ any agreed preparatory work, or if we visit your premises for a site ​v​isit and you choose not to proceed ​with a purchase (see Visits & Installation).

If you order online, by phone, or by email, you may have a legal right to change your mind (see Cancellation and returns ). While we do not compensate for all losses caused by us or our products (see Limitations), you retain rights if there is a problem with your product.

We may update our products and terms from time to time (see Constantly evolving and Amendments of the terms and conditions), and withdraw products from sale.

​We handle your personal data in accordance with our Privacy policy, and other important terms apply to our contract (see Still important…).

When you place an order – whether online, by email, or by phone – we will acknowledge receipt and confirm whether we are able to accept your order. If we are able to accept it, we will send you written confirmation. At this point, a contract is formed for the supply of the goods specified in our confirmation. If, for any reason, we are unable to accept your order, no contract will be formed.

Occasionally, we may need to reject your order. This may be due to several reasons, such as; unforeseen stock shortages, unsatisfactory credit information, delivery address limitations (as outlined on our website), or an error in our pricing of the product. Should this occur, we will inform you promptly and, if payment has already been taken, issue a full refund

While we aim to be accurate, any availability information or dispatch estimates on the website in relation to products or services are approximate.

Please understand that we cannot reserve stock, make cabinets or hold installation dates until we have received your payment.

If you are a business customer, you do not have the right to cancel orders placed with us. Nothing in these terms will affect any statutory rights a customer may be entitled to as a consumer.

The price you pay for your order is the price that is displayed on the website at the time you place your order with us (including local taxes, where applicable). Delivery charges are calculated as part of the checkout process, based on the value of your order. The total final price payable, including all fees and taxes will be visible during the checkout process and before you place your order.

Please note that for some international deliveries, you may be liable for local import duties, taxes and/or customs fees, which are charged by your government; in such cases, we will charge you a price excluding taxes.

If we discover an error in the price of the products and/or services, or we carry out a site visit which indicates that a different mix of products and/or services would be more appropriate, we will inform you as soon as possible and give you the option of reconfirming your order at the new price or cancelling the order. If we are unable to contact you, we will treat the order as cancelled and you will receive a refund (less GBP 200 / EUR 250 / USD 300 if a site visit has taken place – please see Visits below for more details).

When paying online, we take payment from your card once you have entered your payment details and have clicked the ‘Place order’ button, subject to card authorisation. You will have the opportunity to check and correct any errors in your order before placing your order.

Please note, your bank, card issuer or financial institution may apply international transaction fees. We have no control over these fees.

Unless we have agreed otherwise, payment is taken at the time you place your order.

If Vitsœ’s own installers are installing for you in the UK, sometimes it is necessary for us to visit you to check technical details. In advance of this site visit we will take a deposit of 50% of the value planned.

If you place an order following our visit, your deposit will be deducted from the total order value. If you decide not to place an order, we may deduct the cost of our time from the deposit to be refunded.

Once the site visit has taken place and you have paid the outstanding balance we will allocate your installation date and start production.

For information on delivery options and related costs, please see our Delivery page.

For deliveries we will charge you the cost of shipping, except where costs are included in the price list of our products. Vitsœ only aims to cover the cost passed on from the shipping and courier companies it uses. Due to the frequency of our shipments and the relationships we have with our shipping partners, we believe that any cost we pass on is very competitive.

All orders are dispatched from the United Kingdom. Once your goods have cleared local customs you will be contacted by our shipping representative to make detailed delivery arrangements.

If you are outside the UK or EU you may be liable for local import duties, taxes and/or customs fees, which are charged by your government. We have no control over these charges and cannot predict what they may be. If in doubt, you should contact your local customs office. You may also be considered to be the importer of record and must then comply with all laws and regulations of the country in which you are receiving the goods.

If you are in the United States, you may be subject to sales and use taxes in some states and territories. Customers are responsible for the payment of those applicable state and local taxes at the time of sale.

For more information on taxes and duties, please see our Delivery page.

Please note that our couriers will be able to deliver goods into your home, business or storage facility but they are not responsible for unpacking items or removal of packing materials, with the exception of Vitsœ’s reusable packaging, such as cabinet bags.

The 606 Universal Shelving System is designed to be installed with relative ease. Components are delivered with suitable hardware for installation, as well as a comprehensive instruction guide – Installation and Beyond. In the UK we are able to offer the services of our own experienced installers. Elsewhere, many customers chose to use our recommended installation specialists (please note that our recommended service will not be able to schedule an installation on the same day your goods are to be delivered. Installations may only be scheduled once a delivery date has been arranged).

There is a separate fee for installation services; however, most people find the charges are good value and our recommended installers highly competent. Our standard installation charges are for guidance only; we reserve the right to vary these but this will be agreed with you in advance.

Installations may only be scheduled for Monday to Friday, between the hours of 9am and 5pm. We will arrive as close to an agreed time as possible. We will install your Vitsœ products efficiently and leave your space in the condition in which we found it. You or your representative will sign to accept that the installation has been completed to your satisfaction.

If Vitsœ (or our recommended installer) is installing, our installers will require a clear area (in the case of the 606 Universal Shelving System, preferably 150-200cm (or 6’) from the wall in which to work. We ask you to make arrangements to move your possessions, including the unwiring of electrical equipment, as we cannot be held responsible for any damage which may be caused. We cannot undertake any work for you other than installing Vitsœ products.

If the area is not ready for safe working and the installation has to be postponed, or if you need to change an agreed date or time by giving less than ten working days’ notice, the full installation charge will be imposed, as we are unable to re-deploy our installers at short notice.

If, subsequently, an installation undertaken by Vitsœ is moved or modified in any way by someone else, we will not be liable for any claim arising in connection with such modifications. We cannot accept responsibility for your workmanship (or your contractor’s). If at any time you are unhappy with your work, there are times when we can only rectify mistakes if we re-install in a new position and charge appropriately.

While we will attempt to locate any hidden pipes/services that may be behind the wall(s) to which we may be attaching, ultimately it is your responsibility to inform us of their location. We cannot be responsible for any damage caused and you will be liable for any costs incurred.

Dismantling

All 606 Universal Shelving Systems must be fully dismantled before moving. We cannot accept responsibility for damage caused to the system if it is moved whilst assembled.

Liability

The 606 Universal Shelving System installation could fail if the instructions contained in our ‘Installation and Beyond’ document are not followed precisely. We are unable to accept liability for systems that are not fixed according to our instructions, and reserve the right not to install a system if instructed to omit ceiling fixings.

For compressed systems the ceiling adjusting bolts must always be retightened firmly after the initial loading of shelves, and checked periodically thereafter, especially if the bolt is seen to move in the loose position. Bolts must never be left in the loose position (refer to ‘Installation and Beyond’).

We are not able to accept liability for the poor condition of walls, floors or ceilings against which the system is installed. Accordingly, we reserve the right not to install your system. If you choose to over-rule our advice, we will be unable to accept any liability for a subsequent failure in your wall/floor/ceiling and/or shelving system.

If we discover unforeseen problems when we are installing your system, we may have to recommend changes to your installation that will cost extra.

The system must not be used as a ladder and neither can you sit or stand on any part of the system.

Cancelling an installation

You have the right to cancel your order for installation services at any time up to 14 days from the day after the date you receive our payment receipt email – for more information, please see Order process above.

The 621 Table can be ordered online for home delivery, or bought in-person from our shops.

If you fail to collect your order within two weeks of the agreed collection date, we reserve the right to cancel your order and refund your payment.

As our products evolve, some details may differ from those shown/described on this website or in our literature. While we will attempt to source parts for older components, Vitsœ cannot guarantee that all components or parts will be available.

606 beech

Colour and finish may vary slightly depending upon the material. The fronts of beech cabinets will be the same colour as ordered shelves (off-white, black or silver).

The beech-veneered surfaces of the cabinets, desk shelves and tables are real beech wood. They are not artificial. Beech veneer may contain small knots that are part of the natural character of the wood, making each surface unique.

Do not subject beech to heat or moisture. Beech will darken naturally when first exposed to sunlight; it is therefore advisable to move items on the surfaces during the early months of use.

Beware that electrical equipment can become hot in use. For example, put your laptop on a stand or a mat.

If you would prefer a uniform finish, we recommend you buy off-white, black or silver surfaces.

606 cabinet tops

Cabinet tops are not intended to be load-bearing. Use a shelf immediately above the cabinet for this purpose. We cannot accept responsibility for damage caused to cabinets by overloading.

620 leather care

Uncoated aniline-dyed leather can be cleaned with a well-wrung cloth to remove dust. Any spillage should be mopped up with a clean, absorbent cloth. Care should be taken not to rub the spillage into the leather. Dried stains can be treated with dilute solution of natural soap flakes. A good-quality leather conditioner should be applied occasionally to replenish the tanning oils to prevent the leather drying out. No other treatment should be used.

620 leather colour

Leather is a natural product. Some colour variation from batch to batch should be expected. Exposure to sunlight and/or oils from skin and/or leather conditioner can result in the leather changing colour over time.

620 linen care

Linen should be cleaned regularly with a vacuum cleaner using an upholstery brush to remove dust. Promptly mop up any spillage with a clean absorbent cloth. Take care not to rub the spillage into the linen. Dried stains can be treated with a small quantity of water and soap-based shampoo – suitable for natural fibres. Alternatively use a proprietary fabric upholstery cleaning kit. For large or stubborn stains remove the upholstery for professional dry-cleaning.

620 linen colour

Linen is a natural product. The ‘flax’ colour is linen in its most natural form: undyed. Some colour variation from batch to batch will occur due to the weather conditions under which it was grown and harvested. Exposure to sunlight and/or oils from the skin may result in colour change over time. Natural dyes from clothes – especially indigo – may transfer to linen. Take care, especially when your friends visit in new clothes. Where possible, shade linen from direct sunlight.

Business customers, and worldwide private customers (outside the UK or the EU)

Unless mandatory law requires otherwise, once products ship from the UK, all sales are final. We will only accept cancellation of your order for items that have not been shipped or that are on backorder. If you wish to cancel your order prior to dispatch you are required to inform us via email.

Refunds will be paid by the same method originally used for the purchase and within 14 days of our confirmation that you are entitled to a refund. Damaged or incorrect products will be replaced by Vitsœ as described below at Missing, damaged, faulty or incorrect products. However, the return or exchange of items ordered in error is not permitted. Before placing your order, please ensure that your planner has interpreted your requirements correctly, and that you have read through your approved drawing cost breakdown(s).

If you reschedule or cancel delivery arrangements after your order has left our delivery partner’s warehouse, you may be responsible for an extra fee to cover the cost of additional delivery attempts and/or storage. The cost of this fee will be assessed and charged by our delivery partners at the point of rescheduling.

UK & EU consumer cancellation rights

Please note that this cancellation policy does have some limitations and does not apply to items which are cut-to-size or made to your specification. Please see ‘Made-to-order items’ below for more information.

This cancellation policy also does not apply to business customers, or private customers (consumers) based outside of the UK or the EU. Please see Business customers and consumers above for more information.

You have the right to cancel your order within 14 days without giving any reason. The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last partial shipment or the last item. To exercise your right of cancellation, you must inform us of your decision to cancel the contract by means of a clear statement (eg a letter sent by post or an email). You can use the attached sample cancellation form, but this is not mandatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.

If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel the contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment.

Please note: You have to return the product at your own cost.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time, and you have to pay for services you received before you change your mind.

You must return all items to us in good, unused, condition, and in their original packaging. We recommend that you insure the return delivery as you are under a duty to take reasonable care of the goods and will be liable for any damage to them until we receive them. We also recommend that you use a reliable, trackable, means to return your order to us.

You will need to arrange for and pay the costs of returning any items to:

Vitsœ
Old Warwick Road
Royal Leamington Spa
CV31 3NT
United Kingdom

We do not accept returns to other locations (including our delivery partners).

Where items are returned to us damaged, or having been used beyond what would be necessary to check the item on delivery, we reserve the right to deduct an amount to account for such damage and/or loss of use of the item from any refund due to you.

We reserve the right to make a charge equivalent to our costs and losses in the event that you do not return the products, or you return them at our expense. We may deduct this charge from any refund due to you.

You have the right to cancel your order for installation services at any time up to 14 days from the day after the date you receive our payment receipt email (see earlier Order process for more information).

Made-to-order items

Some of the items we offer are made-to-order, which includes any item which has been cut to your specification or measurement.

You are not entitled to cancel your order for made-to-order items. This means that, where you wish to cancel an order which contains made-to-order items, we may charge you for the cost of the items that have been made to order.

Missing products

If an item is missing from your order, you must notify us within 48 hours of delivery. You will not incur an extra delivery charge for replacement products.

Damaged or incorrect products

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 Contact us about the damage within 48 hours of receipt of your order.

Once the damaged or incorrect items are received at Vitsœ, Royal Leamington Spa, UK, we will either replace the damaged or incorrect products or refund the price (including delivery costs) to you. Provided the above conditions are met we will refund the cost of such returns.

Faulty products

It is important to us that all the items we supply to you are as described, fit for purpose, and of satisfactory quality. All of our products are sold with a lifetime guarantee – please see Your lifetime guarantee below for more information.

Our returns policy does not affect your statutory rights. For further information about your rights, please contact your local consumer protection authority or a consumer advice service.

Refunds

All refunds will be credited using the original payment method.

At Vitsœ we stand behind the integrity of our products. Our lifetime guarantee ensures that your Vitsœ product is free from defects in materials and workmanship for the lifetime of the product from the date of its original invoice on a global basis. Should any defect arise during this time due to faulty materials or workmanship, we will, at no charge to you, repair or, at our discretion, replace the defective product or parts. We may use new or refurbished parts or products for replacements.

Conditions

1. Proof of purchase: after six months from the date of purchase, this guarantee is only valid if accompanied by the original invoice when presenting the defective product. Vitsœ reserves the right to deny free-of-charge guarantee service if this document is not provided.

2. Compliance: damage resulting from non-compliance with the guidelines in Vitsœ’s ‘Planning Guide’ and ‘Installation and Beyond’ documents will not be covered by this guarantee.

3. Exclusions – this guarantee does not cover:
   (a) routine maintenance and parts replacement due to normal wear and tear.
   (b) adaptations or modifications to the product, including those made by Vitsœ at the customer’s request.
   (c) damage from normal wear and tear, accidents, water, excess moisture, improper ventilation, fire, heat, lightning, or other causes beyond Vitsœ’s control.

This guarantee does not affect your statutory rights under applicable national laws.

We will also refund your return delivery costs where this guarantee applies. However, in the event that we find no fault, we reserve the right to return the products to you and to recover the return delivery costs from you.

All credit and debit card payments that are made on our website are protected by a secure connection. This secure connection ensures that your credit and debit card information is encrypted prior to it being transferred to the bank for authorisation.

It is your responsibility to protect your password for vitsoe.com from being disclosed to any third party.

We take your privacy very seriously. Please read our Privacy Policy to see how the personal information that you provide to us is dealt with.

The content of our website is protected by copyright, trade-marks, database and other intellectual property rights and is made available for your personal non-commercial use only. You may (if necessary to place an order) download such content onto one computer hard drive or print one copy of such content for your non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use any of the content on this website without written permission from Vitsœ.

We don’t compensate you for all losses caused by us or our products. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

(a) Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
(b) Caused by a delaying event outside our control.
(c) Avoidable. Something you could have avoided by taking reasonable action. For example, damage which you could have avoided by following our advice or by correctly following the installation instructions.
(d) A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession and our total liability to you under or in connection with Contract shall be limited to the price of the products.

Nothing in these Terms and Conditions shall exclude our liability for personal injury or death caused by its negligence.

We promise that we will operate this website with reasonable skill and care and that we will use our reasonable endeavours to correct any faults of which we are aware.

We do not make any promises about the availability of the website. In particular we disclaim any liability in connection with any technical problems you may experience with the website which may result in interruptions to the website, or any bugs or viruses in the website or the server that makes it available.

We do try to ensure that the information on the website is accurate and complete, but sometimes mistakes occur and we therefore do not accept any liability which may arise as a result of any such errors or incomplete information.

Vitsœ will not be liable for any damage caused by circumstance beyond its reasonable control, including but not limited to acts of God, war, riot, embargoes, acts of civil or military authority, rain, fire, flood, accidents, earthquake(s), strikes or labour shortages, transportation facilities shortages or failures of equipment, or failures of the internet.

We reserve the right to amend these Terms and Conditions without notice to you from time to time. Any such amendment shall be effective once the revised terms have been posted on the website.

These conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you can do so in the courts of England and Wales, or in the courts of Scotland or Northern Ireland if you live there. If you live outside the UK, whether in the EU or elsewhere, you may bring proceedings in your local courts, but any judgment would need to be enforced in the UK.

If you have a complaint or a particular remark to make, please contact us. Any complaint will be dealt with fairly, effectively and confidentially. Your statutory rights as a consumer are unaffected.

This website is owned by Vitsœ Limited. Our company No is 2014122 and our registered office address is Old Warwick Road, Royal Leamington Spa, England, CV31 3NT. Our VAT Number is GB 437 2545 47.

We recommend you print out a copy of these Terms and Conditions for your future reference. If you have any questions regarding the Vitsœ website, please contact us.