We will accept cancellation of your order for items that have not yet been dispatched.
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.
If you are shipping to the EU, Iceland, Liechtenstein, Norway or Switzerland please view our terms and conditions to learn more about our United Kingdom and the rest of the EU cancellation and returns policy.
How to cancel
To cancel your order please call us on +44 20 7428 1606 (Monday to Saturday 10:00–18:00) or notify us by email at email@vitsoe.com.
Refunds will be paid in the same form originally used for the purchase, but in any event within 30 days.
Faulty items
All our products are sold with a one-year guarantee. This guarantee covers the original goods supplied only.
If the products are faulty, then provided the products 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 products to you and to recover the return delivery costs from you.
Missing products
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 Saturday 10:00–18:00) or notifying us at email@vitsoe.com.
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 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 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.