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Payment, Returns, Delivery & Cancellation Information
Please remember that the colours of the items displayed on the website may be different slightly from the colours of the actual product as computers and cameras cannot always portray the exact colour in images.
The measurement of products displayed on the site are for a guide only and as errors can occur. We do not accept any liability if the measurements stated are incorrect although we do our utmost to ensure the sizes are correct.
If the size of the product is not what you expected, our returns policy will enable you to return it.
We want you to be totally satisfied with your purchases. If you are at all unhappy, you may return it to us within fourteen days of placing your order, unused, undamaged and in original packaging.
Collection of the goods can be arranged via our courier (costs apply) or with a courier of your choice (at your expense). Goods returned, unused, undamaged and in the orginal packing will be processed for a refund within 5 working days. Please allow an additional 3-5 working days for the refund to appear back in your account.
Where a product has been purchased which is not suitable for your requirements, but which is not faulty, the carriage charge (whether separate or included in your product purchase price) will not be refunded. No returns can be considered for products that are a special order or have been manufactured specifically to the customer’s requirements.
If a product is faulty in any way, you can return it to us within 30 days. Please email us via our contact page, immediately upon receipt of the product quoting your order number.
To return any items, please email us via the contact us page. Please do not send your products back without contacting us first.
It is recommended that for your own protection, you should send the products back using an authorised carrier service with suitable insurance so you have proof of delivery and cover if any subsequent loss/damage happens to your consignment being returned.
We will refund the postage costs you have incurred if you are returning a faulty item once we have had the opportunity to test the product to confirm a fault. Postage costs for returns must be authorised by us in writing prior to dispatch for any refund request to be entertained.
Refunds - SagePay & PayPal
All refunds will be processed once products have been returned and checked. Processing of refunds for payments made by debit/credit card through SagePay, normally take 3 to 5 working days to show on your statement. PayPal have changed their terms and conditions and now no longer refund any of the original transaction fees charged to us when accepting payment from you. Currently their charges equate to 2.9% of your order total plus £0.30. Unlike SagePay, PayPal will not refund this charge where a full or partial refund is made. For example if your order is £300.00, Paypal will charge us £9.00 (2.9% of £300.00 + £0.30). You will be contacted by us should a full or partial refund be due to you. You will have the option of either a) receiving the total refund due, less the PayPal transaction charges or b) You can provide your bank sort code and account number for a BACS transfer to be made.
Delivery times vary according to the product ordered and stock availability. We make every effort to get goods to you as quickly as possible. We aim to dispatch all orders within 3 to 5 working days (excl. weekends and bank holidays) for stock items. Expected delivery dates or times given by Vanax Ltd, our suppliers or our carriers are given as a guide only. We cannot be held liable for any losses or costs incurred from delivery at a different date or time.
We will contact you if we are informed by the courier that there is likely to be any delay with your order and you can then have the choice of either waiting for the item or cancelling your order.
Unfortunately, delays can occur owing to circumstances outside of our control (for example, Postal Strikes) and therefore, we incur no liability for delays or failure to deliver the products within estimated timescales.
Shipping and Handling Costs
Goods are sent out by our authorised carrier and will require a signature at the destination.
Shipping throughout the UK Mainland is based on the weight of the consignment. Total cost of shipping is stated at point of checkout.
Shipping to Scottish Highlands & Islands and certain other areas may be subject to delivery surcharges. If a customer orders from a postcode area incurring an extra delivery charge, the customer will be contacted by phone or email and given the option to pay any extra charges or cancel the order. Customers will be responsible for the carriage/delivery cost of all returns not being returned due to faults. Current surcharge levels from our courier as at 1st January 2021 are as follows:
- Anglesey £7.50
- Cornwall £7.50
- Dyfed £7.50
- Gwynedd £7.50
- Highlands £14.00
- Isle of Wight £14.00
- London £2.00
- Powys £14.00
We use a variety of authorised couriers to deliver our products. Their terms and conditions for delivery can be varied.
If products are being delivered by TNT, Depots will now only attempt delivery ONCE and then leave a card for you to contact them. TNT will then hold the goods for 3 working days for collection or re-arrange delivery. If TNT is not contacted, the goods will then automatically be returned to Vanax. As a result, we will need to charge a one off fee of £25 for goods that are returned to us to arrange delivery again. Currently TNT deliver our window grilles and blanks, bulkheads, some CATLOC products and Van Guard range of products (ULTI BAR roof racks, bars and rollers, Maxracks, Ladder Slide & Secure, Ladder Solutions & Ladder Clamps, certain bulkheads and window guards).
Vanax Ltd aim to help their customers as far as possible if they wish to cancel their order. Under this policy:
Cancellations will be considered only if the request is made within 48 hours of placing an order. However, the cancellation request cannot be considered if:
a. The orders have been communicated to our vendors/merchants and they have initiated the process of shipping them.
b. The goods have been manufactured awaiting shipping to the customer.
No cancellations are entertained for those products that are a special order or have been manufactured specifically to the customer’s requirements.