Refund policy
We hope you are happy with your purchase from Vianory Travel Essentials. If you change your mind, or if there is a problem with your order, the following policy explains your rights and how returns and refunds are handled.
This policy does not affect your statutory rights.
Cancelling an Order or Changing Your Mind
If you are a consumer purchasing online, you will normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, please contact us at hello@vianory.co.uk within the applicable cancellation period and clearly tell us that you wish to cancel.
Once you have notified us of your cancellation, you must return the goods within 14 days.
If an order contains multiple items delivered separately, the cancellation period will normally run from the day after you receive the last applicable item.
Certain products are excluded from the statutory right to cancel, as explained under Non-returnable items and exceptions below.
Before Returning an Item
Please contact us at hello@vianory.co.uk before sending any item back.
Some products sold by Vianory Travel Essentials are dispatched directly by our suppliers or fulfilment partners. As a result, the correct return address may differ depending on the product.
We will provide the appropriate return instructions and return address.
Please do not return an item to the address shown on the original parcel, delivery note or product packaging unless we have specifically instructed you to do so.
Sending an item to an unauthorised or incorrect address may delay the processing of your return.
Nothing in this section affects your statutory rights.
Condition of Change-of-Mind Returns
You are entitled to examine goods as you reasonably would in a shop.
Where you cancel because you have changed your mind, you should take reasonable care of the goods while they are in your possession and return them with all components, accessories and documentation supplied with them.
Where reasonably possible, please also return the manufacturer's packaging, tags and other supplied packaging.
We may reduce the amount refunded where permitted by law if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Removing packaging simply to reasonably inspect an item will not, by itself, necessarily result in a deduction.
Cost of Change-of-Mind Returns
Unless we state otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.
Return costs may vary depending on the size, weight and nature of the product. This is particularly relevant to larger items such as luggage.
We recommend using an appropriate tracked and insured delivery service and retaining proof of postage until your refund has been completed.
Where goods are faulty, damaged, misdescribed or incorrect, different arrangements may apply as explained below.
Faulty, Damaged, Misdescribed or Incorrect Goods
All goods sold by Vianory Travel Essentials must meet your statutory rights, including being of satisfactory quality, fit for purpose where applicable and as described.
Please inspect your order after delivery and contact us as soon as reasonably possible at hello@vianory.co.uk if:
- the item is damaged;
- the item appears to be faulty;
- you have received the wrong product;
- part of your order is missing; or
- the product is materially different from its description.
Please provide your order number and, where reasonably requested, photographs or other information that will help us investigate the issue.
Your rights in relation to faulty or misdescribed goods are separate from the change-of-mind cancellation rights described above.
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract within 30 days, together with further rights to repair, replacement, price reduction or refund depending on the circumstances and when the problem arises.
Where goods are confirmed to be faulty, damaged, misdescribed or incorrectly supplied and you are legally entitled to a remedy, we will arrange an appropriate remedy in accordance with your statutory rights. Where we are legally responsible for the reasonable cost of returning the goods, you will not be required to bear that cost.
Nothing in this policy limits or excludes any rights you have under applicable consumer law.
Goods Damaged in Transit
If your order appears to have been damaged during delivery, please contact us as soon as reasonably possible at hello@vianory.co.uk.
Where possible, please retain the product, packaging and delivery materials and provide photographs of the damage and packaging. This can help us investigate the issue with the carrier or fulfilment partner.
Providing photographs does not affect any statutory rights you may have.
Non-returnable Items and Exceptions
There are circumstances where the statutory right to cancel an online purchase does not apply.
These may include, where applicable:
- goods made to your specifications or clearly personalised;
- sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
- goods which, after delivery, become inseparably mixed with other items; and
- other products for which the law provides an exemption from cancellation rights.
Where an item is personalised or otherwise excluded from change-of-mind cancellation rights, we will aim to make this clear before purchase.
These exclusions do not remove your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
If you are unsure whether an item can be returned, please contact us before purchasing or returning it.
Sale and Promotional Items
Purchasing an item in a sale, promotion or at a discounted price does not remove any statutory cancellation or consumer rights that would otherwise apply.
Any additional voluntary promotional return conditions will be stated clearly where applicable.
Exchanges
We do not guarantee direct exchanges.
Where you wish to change an item for another size, colour, model or product, we may ask you to return the original item in accordance with this policy and place a new order.
This does not affect your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.
Refunds Following Cancellation
Where you validly exercise your statutory right to cancel, we will refund payments due to you in accordance with applicable law.
This will normally include the price paid for the returned goods and, where required by law, the cost of the least expensive standard delivery method offered by us for the original order.
If you chose a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option where the law permits.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first, where permitted by law.
Refunds will be made without undue delay and within the applicable statutory time limits.
Refunds will normally be made to the original payment method. The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
Refused and Uncollected Deliveries
If you no longer want an order, please contact us rather than simply refusing delivery.
Where an order is refused, not collected or returned to sender for reasons that are not our fault, we will process any refund to which you are entitled after the goods have been returned and assessed.
Where permitted by law, we may deduct return or additional delivery costs for which you are responsible.
This does not affect your statutory rights, including where goods are faulty, damaged, misdescribed or incorrectly supplied.
Orders Fulfilled by Third Parties
Some products sold through Vianory Travel Essentials may be stored, dispatched or otherwise fulfilled on our behalf by third-party suppliers, distributors or fulfilment partners.
This means products within the same order may occasionally be dispatched separately, arrive in separate parcels or require return to different locations.
Your contract remains with Vianory Travel Essentials.
Using a supplier or fulfilment partner to dispatch an order does not reduce your statutory rights or require you to pursue that supplier in order to exercise your rights against us.
Please contact Vianory Travel Essentials regarding any cancellation, return, refund, fault or other issue concerning an order placed through our website.
Manufacturer Warranties
Some products may also benefit from a manufacturer's warranty or guarantee.
Any manufacturer's warranty is additional to, and does not replace or reduce, your statutory rights against Vianory Travel Essentials as the retailer.
Where appropriate, we may assist you in obtaining information about an applicable manufacturer's warranty.
Return Shipping and Responsibility for Returned Goods
When you are responsible for arranging a return, you should package the goods appropriately to protect them during transit.
We recommend obtaining proof of postage and using a tracked service appropriate to the value of the goods.
For higher-value items, you should consider using a service that provides appropriate transit insurance.
Please retain your return receipt and tracking information until your return has been completed.
Contact Us
If you need to cancel an order, arrange a return or discuss a problem with a product, please contact:
Vianory Travel Essentials
Email: hello@vianory.co.uk
Telephone: 07356 242124
Please include your order number and sufficient information for us to identify your purchase.
Vianory Travel Essentials is a trading name of Richard Wright, a sole trader.
Nothing in this Returns, Cancellations and Refunds Policy is intended to exclude, restrict or otherwise affect rights that cannot lawfully be excluded or restricted under UK consumer law.