Our returns policy does not affect and is in addition to your statutory rights. They should be also be read in conjunction with our terms and conditions.
Your right to cancel (with the exception of bespoke products)
If you buy a product from Vehicle Mitigation Limited using this online site, you may cancel your order (or any part of it) before delivery or attempted delivery without charge.
You may also cancel your order within 3 working days after the day of delivery or attempted delivery by getting in contact with us in writing via email.
If you cancel after delivery has been made or attempted, you may only do so subject to the following conditions:
• The product must be returned to us at your cost in an unused, as new and undamaged condition. We advise you to return the goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact in order to protect the products in transit to us.
• We will give a refund of the price paid for the returned product less the delivery costs and less a 10% handling fee.
Your right to cancel (bespoke products including design your own and matching service)
If you buy a product from Vehicle Mitigation Limited that has been ordered via our design your own , our matching service or has been manufactured specifically for you, you may cancel your order (or any part of it) within 48 hours of your order being placed without charge. Please note that we will not begin manufacturing your products during this 48 hour period.
If you cancel your order or any part of it after this 48 hours period up and until the day of delivery (but before despatch of the products from us), a refund of 20% of the order value (or the cancelled element) will be payable.
If you cancel the order at any other time, no refund of any kind will be made. However if requested in writing from you, we will offer the items for sale on our website and pay you a portion of the monies received. Such portion to be agreed at the time.
Further conditions apply to cancellations due to damage or where you may have changed your mind – see below.
Damaged Goods
It is entirely your responsibility to ensure that the delivered goods are checked before signing the delivery note. If you have received a pallet or crate that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as "damaged" and that you notify us of any damage within 24 hours of delivery in writing by e-mail with photographic evidence. Signing of the delivery note as “unchecked” or similar wording does not relieve you of the obligation to notify us of any damage within the first 24 hours from delivery. We will not accept claims for damaged goods if the carrier has obtained a clean signature or if more than 24 hours after delivery have elapsed.
We will contact you to establish what the best remedy for the damaged goods should be.
Other Returns
Before you request or arrange the return of a product, please read the information below carefully.
Change of Mind Returns (Cooling Off Period with the exception of bespoke products)
These rights apply to the extent that you have purchased the product as a consumer. You may return any delivered product(s) you have purchased within 3 working days after the day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email. If you are returning a product because you have changed your mind after delivery, you must arrange for return transport of the goods at your own cost. All returned products must be returned unused, as new, and in an undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact. The products will be at your risk during return, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return.
• We will give a refund of the price paid for the returned product within 30 days of cancellation less the delivery costs and less a 10% handling fee.
Further conditions apply to cancellations due to damage as previously stated.
If an item is returned damaged, we will notify you via email. If damage has occurred in transit, it is your responsibility to make any claim for damaged items against your carrier. We will not refund the cost of items which are found to be damaged on return to us: such items will remain your property and may be collected from us at your cost. We may dispose of them if not collected within 30 days.
Products that are damaged or broken on arrival (Cancelling the Order)
In cases where the products are found to be damaged or broken on delivery and you wish to cancel the order as a result, provided damage is reported within 24 hours of delivery as set out above, we will organise collection of the damaged item(s) from you. Until this time, the products remain at your risk and you should take reasonable care of them, including securing, packaging and/or storage of the goods to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund will be issued. If the goods are deemed to have been damaged after delivery, no refund will be issued.
Damaged or Broken on Arrival (Replacement Parts or Items)
In cases where our products are damaged or broken on delivery and you wish to have a replacement or repair parts sent, provided damage is reported within 24 hours of delivery as set out above, we will use reasonable endeavours to provide suitable replacement products or parts. In this case, we will advise you of a date for the collection of the damaged or broken items and subject to return and inspection of the items, we will then issue a replacement within our normal delivery schedule. All returned products must be returned in the condition in which they were received by you, and you are responsible for ensuring that the items are sufficiently packaged to prevent further damage occurring during their return. All items will be checked upon return before the relevant action is taken. The products remain at your risk until collected by ourselves. Please note replacement parts or products can vary, as explained in our terms and conditions of Sale, so may not be identical to the items being replaced. In particular, colours and shades can vary by batch and could be different from your original order.
Item received is not what you ordered
If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email. Please also refer to our terms and conditions of Sale.
Item is faulty on delivery
Where you believe any product may be faulty, you must notify us within 3 days of delivery by contacting us in writing via email. We can then arrange for a replacement or refund as required. In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If the products are not found to be faulty or we believe the damage was done to the product after delivery, no refund will be made and we reserve the right to charge you the costs associated with collection.
Late claims
If we have not received written notification of any return, fault or defect as set out above within 3 working days of the day after delivery or attempted delivery, it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to repair, replace the product or make a refund.
Goods missing on delivery
It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received. You must notify us within 24hrs of receipt via email of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.
General Return Information
Returns or cancellations will not be accepted if the product(s) have been installed, part installed or altered in any way.
Refunds
Refunds will be processed within 20 working days and all payments will be credited against the original card holder’s payment details where possible.
