OUR RETURNS POLICY
Our returns policy
We hope you will be completely delighted with your order. However if for any reason you are not, we are happy to offer a refund, exchange or provide a replacement of any stock items (excluding made to order or bespoke products) as long as you return it to us within 14 days from delivery, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
Returning your item(s)
To request a refund or exchange, please email us at email@example.com to request a Returns Form, detailing the product(s) you are returning and why (in order for us to further develop our products and services please give a reason why the products are not suitable and whether you require an exchange or refund).Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.
Please package your products safely with sufficient protection to avoid any leakages or damage, and enclose them with your completed returns form.
Items must be sent within 14 days of receipt, using a tracked postal or courier service, the cost of which is the responsibility of the sender (customer). We recommend using Royal Mail Recorded Delivery. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our workshop. Items lost in transit will not be treated as returned.
Make sure your items are securely wrapped and send your return to:
60-62 James Street
Items returned by post can take up to 14 working days to process.
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. For refunds we will reimburse you using your original payment method.
If, after sending your parcel back you have not been contacted by us, please kindly contact us on +44 (0)2922 362094, Monday to Friday: 10am – 4pm or email firstname.lastname@example.org, in order for us to further investigate.
Items returned to us later than the 14 day time period specified will not be eligible for refund or exchange and if you send them regardless of being outside this timeframe, we will not be liable to return them back to you.
If you have commissioned us to produce a bespoke product or requested a product with specifications or volume that we have had to ‘made to order’ please note we cannot offer any refunds or exchanges after the order has been placed. This would relate only to bespoke orders arranged with us, not standard online purchases.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for recorded delivery postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
Can I return an item bought at a trade show by post?
You can return your items bought from us at a trade show in the same way as detailed above for online orders. Please make sure you enclose your original receipt with your name, address, a convenient telephone number and email address in case we need to contact you. Please note it is your responsibility to request and retain a receipt from a trade show purchase and without one we cannot provide an exchange or refund.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange provided you have a gift receipt as your proof of purchase, or details of the person who purchased the item and when. Refunds can only be made to the original credit or debit card on which the gift was purchased.
Can I cancel an online or mail order?
Under the distance selling regulations you have the legal right to cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to email@example.com and return the items to us in their original, unopened and unused condition. We cannot refund the cost of delivery after dispatch. Please read our terms and conditions to see more information regarding cancellation rights.
Can I return a product to you that was purchased from a stockist?
Any Vermillion FX items purchased from one of or stockists should be returned to the store from which you purchased them, and are bound by the respective store’s own return policy and terms and conditions. Our stockists are responsible for handling any returns, exchanges or dealing with items should they have become damaged or faulty, that they have sold. However as the manufacturer and brand owner, we are always concerned to hear of any dissatisfaction that may exist in relation to the purchase or use of our products so do please contact us to see if we can assist with any related matter at firstname.lastname@example.org