Our Refund Policy
Our Refund Policy forms part of, and must be read in conjunction with, our Terms Of Service. We reserve the right to change this Refund Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us via email immediately at firstname.lastname@example.org so that we can investigate.
Before attempting to return an order you will need to contact our customer service team via email at email@example.com to request a return. Without this it can be difficult to process your return meaning that the process may take longer.
Your statutory rights
Our Refund Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason, subject to exceptions.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement sent via email to firstname.lastname@example.org. You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are in their original, pristine condition. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Certain types of items cannot be returned such as International Orders (orders placed outside of the United Kingdom), Bespoke items such as Timed Edition and other Made to Order releases, Sale items, including Mystery Tubes, and Gift Cards unless;
Please get in touch via email at email@example.com if you have questions or concerns about your specific item.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Discount And Voucher Code Terms and Conditions
“Discount Code” or “Voucher Code” means a code that must be entered at checkout on online transactions in order to receive a discount or benefit.
Each voucher code is subject to (a) the specific terms and conditions stated on the voucher code offer and (b) these general voucher code terms and conditions. In the event of any inconsistency, the former prevails.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us by sending an email to firstname.lastname@example.org. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
All damaged items must be reported within 30 working days of receipt. Failure to do so may result in us being able to refund or replace the item.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us at email@example.com. Please provide details of the fault and where possible attach pictures to your message.
All faulty items must be reported within 30 working days of receipt. Failure to do so may result in us being able to refund or replace the item.
How do I arrange a return?
Please contact us at firstname.lastname@example.org to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a returns authorisation and all the necessary information to arrange the return.
Please package the item securely and ensure that the items you are returning are in their original, pristine condition.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Customs and VAT
Unless otherwise stated, all items are shipped from the U.K by Vice Press ltd. We will charge VAT at the point of sale for customers based in the U.K.
All international orders are shipped Delivered at Place (DAP). This means that an import costs, such as customs fees or VAT in the destination country, are the responsibility of the buyer.
We cannot provide refunds on items returned to us due to non-payment of import costs or refused delivery.
Paypal and Card Provider Disputes
We always endeavour to solve any dispute with customers in a mutually favourable way. In all instances, please contact us first at email@example.com along with your order number.
In the case of Paypal or Card Provider Disputes, if a dispute is found to be resolved in the favour of Vice Press, we reserve the right for any fee to be passed on to the customer. This currently stands at £12 per item but is subject to change
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives by email at firstname.lastname@example.org or by post at Vice Press Ltd, Unit B4, Bow Bridge Close, S60 1BY.
Last Updated: 17th February 2023
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