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Refund policy

RETURNS, REFUNDS & EXCHANGES

Returns Policy

We hope that you love the Products as much as we do. However, if for any reason you change your mind, we are happy to offer a refund on all goods returned to us within seven days provided they are in their original condition, unopened, unused and undamaged. Due to hygiene reasons we cannot offer a refund or exchange on any product which has been used. Postage is non-refundable. Occasionally products can get damaged in transit. If this occurs, please email us with a photograph of the damage so that we can we can arrange a replacement.

If you’ve changed your mind, or have decided to cancel the Contract you will receive a full refund of the price paid for the Products in accordance with our Refund Policy set out below.

You must take reasonable care of the Products while they are in your possession and you will be responsible for any loss we incur if you do not take reasonable care. All that we ask is that the returned product and packaging is sealed, hasn’t been used and is in a re-saleable condition.

Simply post the Product to the Customer Services Team, Vemel Ltd, AJP Business Centre, 152-154 Coles Green Road, London, NW2 7HD (including a copy of the dispatch note). As the postal system is outside of our control, Products are returned at your own risk.

Refunds Policy

We will refund the price of the Products if you have:

  • Cancelled the Contract in accordance with your legal rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
  • returned any unwanted Products to us within 7 days of your order; or
  • notified us that you do not agree to a change in these Product Terms or in any related policies

Any refund due to you will only be made to the same credit or debit card originally used (or in the form of other method of payment) by you to pay for your purchase. Any refund due will be processed no more than 14 days after we receive the Products.

If the Products are faulty, damaged in transport or mis-described, please return the Product to us as soon as possible: email our Customer Advice Line at sales@vemel.co.uk for a free Postage Return Label.

We will examine the returned Product and notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty, damaged or mis-described Product.

Products returned by you because of a fault, damage in transport or mis-described will be refunded in full, including a refund of the delivery charges for sending the item to you.

In the event of cancellation/returning goods for reasons other than listed above, delivery charges are non refundable and returns are made at the expense of the customer. Where the original order has been delivered free of charge due to an adhoc promotion, we reserve the right to charge the cost of delivery at our standard rate as at the time of order.

Exchanges Policy

If you’ve decided you’d like to exchange the Product and the product has not been used & seal remains unbroken, please let us know on the Dispatch Note with the returned Product. If you have not told us that you would like to exchange the Product, we will provide a refund.