Terms and conditions
When you place an order on the website by selecting a product or service and following the instructions you are entering into a contract with Vitsœ.
You will have an opportunity to check and correct any input errors in your order up until you click on the ‘Place order’ button.
After you have submitted your order you will receive your payment receipt as an email from us.
Your credit card issuer, bank or financial institution may charge a fee for your international transaction. We have no control over these fees.
We reserve the right to decline all or part of any order for whatsoever reason and should this occur we will contact you with these details. In the event that we decline your order, we will give you a full refund if we have already taken payment for the products or services.
The price you pay for your order is the price which is displayed on the website. Delivery charges are calculated as part of the checkout process, based on the value of your order.
New York and California State customers will have applicable sales tax calculated and added to the total cost at checkout.
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 if a site visit has taken place – see Visits).
We take payment from your card once you have entered your payment details and have clicked the ‘Place order’ button, subject to card authorisation.
If Vitsoe’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, the deposit will be refunded, less GBP 200 inc VAT (to cover our costs).
Once the site visit has taken place and you have paid the outstanding balance we will allocate your installation date and start production.
Availability and dispatch dates
While we aim to be accurate, any availability information or dispatch estimates on the website in relation to products or services are approximate. As we process your order, we will inform you by email if any products or services turn out to be unavailable.
Please understand that we cannot reserve stock, make cabinets or hold installation dates until we have received your payment.
For orders of the 606 Universal Shelving System and 620 Chair Programme, collections are by prior arrangement with your planner.
For the 621 Side Table, we offer a click and collect service as an option in the online checkout. A collection date will be confirmed during the checkout process.
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.
Security and privacy
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.
Cancellation & returns
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.
Once products ship from the UK, all sales are final. We will accept cancellation of your order for items that have not shipped or that are on backorder. If you wish to cancel your order you must Contact us. You will then be entitled to a refund, which will be paid in the same form originally used for the purchase, but in any event within 30 days. Damaged or incorrect products will be replaced by Vitsœ as described below. 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.
UK and EU customers
If you are based in an EU country, under the Distance Selling Regulations, if you cancel your order in writing within 14 working days of receipt of your order, you are entitled to a full refund including any delivery charge. This also applies to orders cancelled before they are dispatched.
In order to cancel your order you must Contact us by email or in writing. You will then be entitled to a refund, which will be paid in the same form originally used for the purchase as soon as possible, but in any event within 30 days.
If you want to return items for a refund they 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.
Refunds will be paid in the same form originally used for the purchase as soon as possible, but in any event within 30 days.
We reserve the right to make a charge not exceeding our direct costs of recovering the products in the event that you do not return the products or you return them at our expense. We may deduct this charge from the refund.
You have the right to cancel your order for installation services at any time up to seven working days from the day after the date you receive our payment receipt email (see earlier ‘Buying online’).
Please note that this cancellation policy does have some limitations and does not apply to business customers or to private customers situated outside the European Economic Area.
Private customers (outside the European Economic Area) and business customers
For private customers (outside the European Economic Area) and business customers we will only accept returns or exchanges if we are informed in writing within 48 hours of delivery.
You must arrange and pay the costs of returning the item(s) to Vitsœ. A handling charge of 10% of the total value of your order will be made. While in your possession, you must keep any items you intend to return to us in good, unused, condition, and in their original packaging.
To exchange an item you can place a new order and follow our cancellation procedure for your unsuitable item.
Missing, damaged, faulty or incorrect products
If an item is missing from your order, you must notify us within seven days of delivery. You will not incur an extra delivery charge.
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 back into our warehouse, 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 (this applies to the UK only).
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.
All refunds will be credited using the original payment method.
This returns policy does not affect your statutory rights. Further information about your rights is available from your local authority Trading Standards Department or Citizen Advice bureaus.
Colour/finishes/materials may vary slightly depending upon the material. The fronts of beech cabinets will be the same colour as ordered shelves (silver, off-white or black).
The beech veneered surfaces of the cabinets, desk shelves and tables are real beech wood. They are not artificial; do not subject 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 (laptops, DVDs, hifi etc) can become very hot in use. If in doubt, put your laptop on a stand, a mat or buy a laminate desk shelf.
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.
The Vitsoe 606 Universal Shelving System is designed to be installed with relative ease. System components are delivered with all necessary fasteners and other specialty 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. In both New York City and Los Angeles, 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.
Installations may only be scheduled for Monday to Friday, between the hours of 9am and 5pm.
If Vitsœ (or our recommended installers) 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.
We will arrive as close to an agreed time as possible. We will install your Vitsoœ 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 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 giving less than three working days’ notice, the full installation charge will be imposed, as we are unable to re-deploy our installers at short notice.
Our standard installation charges are for guidance only; we reserve the right to vary these but this will be agreed with you in advance.
If, subsequently, an installation undertaken by Vitsœ is moved or modified in any way by someone else, we shall 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.
Whilst 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.
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.
The 606 Universal Shelving System 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. (See 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.
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.
Nothing in these Terms and Conditions shall exclude our liability for personal injury or death caused by its negligence.
We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
(a) the loss or damage was not foreseeable to both parties when the contract was formed;
(b) the loss or damage was not caused by any breach on the part of Vitsœ; or
(c) the loss or damage relates to business or non-consumers, to the extent that such loss or damage exceeds the price of the products in respect of which the claim relates.
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.
As our products evolve, some details may differ from those shown/described on this website or in our literature. Whilst we will attempt to source parts for older components, Vitsœ cannot guarantee that all components or parts will be available.
Amendments of the terms and conditions
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.
Law and jurisdiction
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 must do so in England, Scotland, Wales or Northern Ireland.
For deliveries we will charge you the cost of shipping, except for deliveries within mainland Europe where costs are included in the Euro 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 relationships we have with the shipping companies we use, we believe that the 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.
You may be liable for local import duties, taxes and/or customs fees, which are charged by your government. Within some jurisdictions outside of California or New York State, you may be liable for a payment of use tax in lieu of sales tax. 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 are considered to be the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
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 of items or removal of packing materials.
Complaints and remarks
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. Our VAT No 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.