Returns, refunds, cancellations & claims

Overview

VegaVend is an online marketplace made up of independent sellers who run and manage their own shops. Refund and return policies may differ from seller to seller and each store is required to have this set up, read through their policies before purchasing. If you need to return or exchange an item it is best to first contact the seller directly in order to request this. Should the seller not be able to help you, you will be able to contact VegaVend in order to investigate this further.

Many sellers will require that to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods may be exempt from being returned, products that are intimate or sanitary goods, for example.

Additional potential non-returnable items:

- Personalised Goods

- Gift cards

- Some health and personal care items

Please do not send your purchase back to the seller until they request this.

RETURNS POLICY

Unless there has been an error on the sellers part or the item you purchased is defective, sellers generally cannot accept returns on ‘Personalised’ or ‘bespoke’ items, whether by name or date, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.

If you want to return an item, simply contact the Vendor via your account Dashboard or directly from their store page indicating order number, which item(s) and the number of items to be returned, your reason for returning the item, and whether you are seeking a replacement, alternative or refund. If the item is returnable under the sellers Returns Policy terms and conditions, a returns address will be issued to you. You must obtain a Returns Authorisation before sending anything back to to the Vendor or they may not otherwise be able to process your Return.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

- Lost in Transit if Product Returned, Vendors cannot be held responsible for packages lost in transit: as you are responsible for returning the items to them, we recommend sending the packages by Recorded/Special delivery.

PLEASE NOTE: item(s) returned to a Vendor for reasons not due to their error or defective Product(s) will not have return postage/shipping costs refunded.

DEFECTIVE ITEMS

Please refer to the vendors return policy on defective items if you intend to return an item, whether personalised or not, because of an error on the Vendors part, or because it is defective or damaged. The item(s) must be returned in the condition in which you received it, a photo as proof of damage must be sent to the Vendor you purchased it from within 30 days of delivery.

REFUNDS AND REPLACEMENTS

A refund will be made in the same form of payment that was used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. Gift Box) as detailed on your original order and will be sent via the same delivery method. If you wish to upgrade your delivery method for the replacement item, the difference in cost for this upgrade must be paid to the seller. Any requests for refunds or replacements must be given to the seller within 30 days of the original order date.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

PRODUCT LOST IN TRANSIT

If a product is not delivered within the timescale stated at despatch we will require confirmation that the sorting office or local depot has been checked before a replacement is sent out. Royal Mail can only consider an item as lost after a period of 10 business days from shipping date. If tracking information has been provided for your order it is your responsibility to check the status of delivery and follow any advice left by the delivery service on this tracking information.

- Delivery Issues In the unlikely event you do not receive products ordered by you within 28 days of the date on which you ordered them; VegaVend shall have no liability to you unless you notify VegaVend by email at info@VegaVend.com of the problem within 30 days of the date on which you ordered the product(s).Unless you have cancelled your order prior to delivery, you will become the owner of the Products once they have been delivered to you. In any case, after delivery they will be held at your own risk and VegaVend will not be liable for any loss, damage or destruction to the Products except insofar as it arises from an inherent defect in any of the Products.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account, refunds can take between 3 – 7 days to reflect in your account.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact the Vendor.

CANCELLATIONS

In the invent you have placed and order and would like to cancel it, please contact the Vendor/s as soon as possible to request a cancellation. If the product/s have not been dispatched the vendor should be able to cancel your purchase.

Personalised items may not be eligible for cancelation after a certain time period as the vendor may have already started production and your item can not be sold to anyone else.

Please also refer to the Vendors Terms and Conditions

CLAIMS

If you have contacted the Vendor and were unable to reach a resolution you may still be able to make a claim under VegaVend’s Alpha Zulu Guarantee.