Refund Policy

We aim to ensure that our products reach you in perfect condition every time. However, if you are unhappy with the condition upon the receipt of our goods or wish to cancel your order, please refer to our returns policy below.

Your first point of contact will always be our customer service team who will do their absolute best to resolve your query quickly.

Customer Service Team Contact Details

T: 01392 368 351
F: 01392 365 596

sales@van-guard.co.uk

Van Guard Accessories Ltd,
Fair Oak Close
Exeter Airport Business Park
Exeter
EX5 2UL

If you buy our goods for personal use, you have an unconditional right to cancel an order from the moment your order is placed. You are entitled to a refund of any money you have paid in relation to the contract even if the goods are not defected in any way.

Your cancellation rights end 14 calendar days after the day on which you receive the goods.

If you buy our goods for business purposes, the refunds policy below will apply.

Reporting a Defective Item or Missing Parts

To report a defective product that is faulty or flawed in any way, or missing parts on delivery, please contact our customer services team on the details above within 5 working days of receipt of the goods.

Depending on the nature of the defect and the product, we may send replacement goods or parts thereof or offer a full refund including delivery. If required, we will arrange collection of the goods at our expense.

We will replace the defective or missing parts or goods using our standard delivery service (usually next working day for UK main land) free of charge.

Where goods are lost in transit, we will either send you new goods or offer you a full refund, including delivery charges.

Return of Damaged Goods

If you suspect the goods have been damaged in transit, whether concealed by the packaging materials or not, it is essential that you note and sign for the products as “damaged” when signing the carrier’s proof of delivery. (Signing UNCHECKED is not acceptable.) Unfortunately, we cannot offer any replacements or refunds for damaged goods which have been signed for and accepted as being in good condition by a distributor. All other claims are at our discretion.

Any damaged items must be notified to the customer services team (details above) with the consignment number and image of the damage within 24 hours of receipt as we need to communicate this to the carrier within this timescale.

Once we have been notified in the correct way that your goods have been delivered in damaged condition and signed as damaged, we shall arrange for replacements to be sent out using our standard delivery service (usually next working day for UK main land) free of charge and the damaged goods collected at our expense.

When the arrangements with the carrier to collect the damaged goods have been made, we shall notify you of the intended collection date where ever possible. Our carrier will liase with you to arrange a collection date and time as our carriers will not make a collection at the same time as delivery.

Alternatively, we can provide a full refund for the damaged goods and delivery costs; provided they are signed for as damaged and only once they have been returned to us.

Incorrect Item Shipped

Every effort is made to ensure the accuracy of orders dispatched. However, should you consider the item delivered to you is not the same as that which you have ordered, please contact the customer services team (details above) no later than 5 working days after receipt, quoting your invoice number which will have been emailed to you.

We will check our records against your original order and if an error has been made on our part, we shall arrange for replacements to be sent out using our standard delivery service (usually next working day for UK main land) free of charge and the incorrect items to be collected at our expense.

When the arrangements with the carrier to collect the incorrect items have been made, we shall notify you of the intended collection date where ever possible. Our carrier will liase with you to arrange a collection date and time as our carriers will not make a collection at the same time as delivery.

Alternatively, we can provide a full refund for the incorrect items and delivery costs; on the condition that the order was provided in writing by email, fax or online through our website and only once they have been returned to us. We will arrange to collect the goods at our expense.

We cannot offer a return or refund on any product which has been delivered more than 5 working days prior to notification, or where the order was received verbally without written confirmation by email, fax or through our website.

Incorrect Item Ordered

Should you have ordered an item incorrectly, for whatever reason, please contact our customer services team (details above) no later than 5 working days after receipt. We will arrange for the correct products to be invoiced and dispatched, using our standard delivery service, and the incorrect items to be collected within 10 working days of notification.

We will invoice you for the full amount of the new product plus the collection charge. The cost for collecting the goods shall be calculated at £15.25 up to 15 kgs, plus 19p per kilo thereafter plus the fuel charge supplement (7.2% at June 2014) plus VAT.

It is essential that you take reasonable care of the goods while they are in your possession and ensure the goods are returned unopened in their original packaging as we can offer no refund or part thereof, if the goods are returned to us in a damaged condition, regardless of who arranged for their return.

Once the products have been received by us and accepted with no damage, we will refund part of your money within 5 to 10 working days of receipt. The amount to be refunded will be the original price less 10% less the delivery charge, including timed or Saturday deliveries.

Due to the administrative and re-stocking procedures involved, we reserve the right to apply a 10% charge to all goods returned which have been incorrectly ordered or cancelled orders.

Cancelling your order

In the unlikely event that you change your mind, you can cancel your order from the moment it is placed and up to 28 days after delivery. Please contact our customer services team (details above) to tell us you want to cancel and why.

You can cancel your order before your receive the goods. If you cancel the order before 3.30 pm on the same day the order was placed Monday to Thursday or 2:30 pm on Friday, there will be no charge. You may refuse to accept delivery of the goods if they are dispatched

If you cancel your order after this time up to 28 days after delivery, we will arrange for the unwanted products to be collected within 10 working days of notification.

The cost for collecting the goods shall be calculated at £15.25 up to 15 kgs, plus 19p per kilo thereafter plus the fuel charge supplement (7.2% at June 2014) plus VAT.

It is essential that you take reasonable care of the goods while they are in your possession and ensure the goods are returned unused, undamaged and in their original packaging as we can offer no refund or part thereof, if the goods are returned to us in a damaged condition, regardless of who arranged for their return.

Once the products have been received by us and accepted with no damage, we will refund part of your money within 5 to 10 working days of receipt. The amount to be refunded will be the original price less 10% less the delivery charge, including timed or Saturday deliveries.

Due to the administrative and re-stocking procedures involved, we reserve the right to apply a 10% charge to all goods returned which have been incorrectly ordered or cancelled orders.

You lose your right to cancel if the packaging is opened or the product is assembled. You also lose your right to cancel for bespoke items or bulk orders (more than 10 units) once we start on their production.  Bulk orders should be confirmed in writing with the Sales Director.

Cancellation outside this time period is entirely at our discretion.

Refused Deliveries

If you refuse delivery of a correct order, you will only be entitled to a partial refund.

Once the products have been returned to us and accepted with no damage, we will refund part of your money within 5 to 10 working days of receipt. The amount to be refunded will be the original price less 10% less the delivery charge, including timed or Saturday deliveries less the collection charge.

The cost for refusing and returning the goods shall be calculated at £15.25 up to 15 kgs, plus 19p per kilo thereafter plus the fuel charge supplement (7.2% at June 2014) plus VAT.

Unsolicited Goods

Unsolicited goods may not be treated as a gift. You have duty to return the goods to us or make them available for collection at our expense.

Product Warranty

All our products carry a 12 month warranty against defects.

This does not include:

  • any defect or failure caused by fair wear and tear,
  • wilful damage,
  • negligence,
  • abnormal working conditions,
  • failure to follow the our instructions (whether oral or in writing),
  • misuse or alteration or repair to the product, or
  • the defect is so slight that it would be unreasonable to reject them.

If you wish to make a claim under our product warranty, please contact our customer services team on the details above with 12 months of your purchase. In order to review your claim, we will need written proof of the purchase date, a written description of the defect along with images showing the defect.

Once we have approved your claim for a defective product, we will replace the defective products free of charge using our standard delivery service (usually next working day for UK main land). Depending on the nature of the defective product, we will also arrange for the defective goods to be collected at our expense.

When the arrangements with the carrier to collect the damaged goods have been made, we shall notify you of the intended collection date where ever possible. Our carrier will liase with you to arrange a collection date and time as our carriers will not make a collection at the same time as delivery.