Refund / Cancellation Policy
7 Day Cooling Off Period
Under the Distance Selling Regulations, you reserve the right to cancel your order with no reason, as long as you have informed us that you intend to return the full order within 7 days of receipt of your parcel. Under these regulations you are entitled to a full refund including the postage cost paid on the initial order. The full order must be returned for this to apply.
If you wish to return an item to us for a refund or an exchange you may do so providing it is returned to us within 14 days of receipt of your order. Items must be accompanied by the original documentation. All returns must be new, unused and in a resaleable condition with no damage, except where there is a manufacturing fault. We will investigate and analyse all returns. If the fault is caused by general wear and tear and not a manufacturing fault we will not be able to accept the return.
Refunds will be credited to your original method of payment.
Unfortunately we do not offer a free returns service therefore customers wishing to return an item to us should do so at their own cost.
We advise all customers returning items to us to keep proof of postage in case of any losses during transit. We cannot accept responsibility for the loss of returns in transit and we will not be able to process returns or exchanges in such cases. Therefore we strongly advise that you retain the proof of postage and use a traceable delivery service, which insures you for the value of the goods.
Please fill in the returns section on your order summary sheet, selecting a reason for return and outline whether you would like a refund or an exchange.
If you do not have this, please write the same details on a piece of paper, including your name and order number to ensure that your return is dealt with correctly and as swiftly as possible.
If you have a faulty item that was delivered more than 14 days ago, please contact our customer services and we will try and assist you as best we can.
We offer a comprehensive repair service. Though we may not be able to repair everything, we would be happy to asses any damage and advise you accordingly. We do not offer guarantees for any of our products.
We will endeavor to send out any exchanges within 72 hours of receipt. Please note that any items that are a greater value than your original order, payment of the extra amount will be required from you. If the item you are exchanging for is less than the original order, we will refund the difference back to the card that you originally paid with excluding postage costs.
We will also endeavor to process all refunds within 72 hours of receipt however depending on the card issuer the amount can sometimes take up to 5-10 working days to appear in your account. Please contact our customer services via email or telephone if you have any problems or issues regarding any returns.
Returns Address: Vinehouse essential Ltd, Returns Department, Hawthorn Cottage, Guildford Road, Normandy, Surrey, GU3 2AW United Kingdom
Tel: +44 (0)1483 811418