Returning a Faulty Item
We will replace any product which has a manufacturer’s defect or fault, provided that it is returned to us within the product’s warranty period as offered by the manufacturer.
Advise Us of the Problem:
Before returning a faulty product please email letting us know your name and order number, then describe the fault and the problem it causes. If you prefer to talk to us about the problem call 01983 866 825 (+44 1983 865 825), or email us with your telephone number and we’ll call you.
Package the Item & Clearly Address it:
After you’ve advised us of the product’s fault we’ll let you know what to do next, normally you’ll need to pack the item in its original packaging (if you still have it) and return it to us at the following address:
Vectis Vivendi Limited
13 Victoria Avenue
Shanklin
Isle of Wight
PO37 6PL
Remember to include your own address as the “Return Address” this will help prevent it becoming lost and enable the postal service to return it to you if it was not delivered to us.
Post It – Consider using an Insured Postal Service:
Do be aware that if we do not receive the faulty item, because it is lost in the postal system, we cannot replace it. We recommend that you consider returning the item using an insured postal service. For example in the UK Royal Mail’s Recorded Delivery service is probably suitable for low value items as this offers insurance of up to £36.00 should your parcel become lost within the postal system. For higher value products you might consider that Royal Mail Special Delivery is a more appropriate service because this will give insurance for the total value of your returned item up to £500.00.
Replacement Time Scale:
We aim to replace your faulty item if it is is covered by the manufacturer’s warranty as quickly as possible – usually dispatching the replacement within 7 working days of us having received the returned faulty item(s). Occasionally it may take a little longer if we need to obtain a replacement, on your behalf, from the manufacturer.