Refund policy

We want you to be completely confident when purchasing from VLTPOD. In addition to your statutory rights, we offer a 30-day returns policy, subject to the conditions below.

30-Day Returns

You may request a return within 30 days of receiving your order.

To request a return, contact us at info@vltpod.com with your order number and details of the item you wish to return.

Returns must be authorised by us before being sent back. Please do not return products without first contacting us.

Approved returns should be sent to:

Unit 6 Chalk Pit, Sittingbourne. Kent. ME9 8DA

Because VLTPOD products can be large and require specialist transport, return arrangements and applicable return costs will be confirmed with you before the return is arranged.

Your Statutory Right to Cancel

If you are purchasing as a consumer online, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason. After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

During this period, you may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functionality. We may make an appropriate deduction from your refund if the product has been handled beyond what would reasonably be permitted when examining it before purchase and its value has been reduced.

Our additional 30-day returns policy does not affect your statutory rights.

Returns Between 15 and 30 Days

Where a return is requested after the statutory cancellation period but within our 30-day returns period, the product must be returned in a resalable condition and, wherever reasonably possible, with its original packaging, accessories and supplied components.

Products that have been damaged, modified, permanently installed or used in a way that prevents resale may not qualify for our additional 30-day returns policy.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

Return Costs

Unless the product is faulty, damaged, incorrectly supplied or we have agreed otherwise, customers may be responsible for the direct cost of returning a product following a change-of-mind cancellation.

Due to the size and nature of some VLTPOD products, standard postal services may not be suitable and specialist collection or transportation may be required.

Where a consumer is expected to pay the cost of returning goods that cannot normally be returned by post, the relevant return cost or an appropriate estimate must be communicated before the contract is entered into.

This part is important: once the client knows roughly what return collection could cost for each pod, I would put an estimated amount/range here rather than leaving it vague.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your VLTPOD arrives damaged, defective, incomplete or you receive the wrong product, contact us at info@vltpod.com with your order number and, where possible, photographs or videos showing the issue.

We will assess the issue and arrange an appropriate remedy.

Nothing in this policy affects your statutory rights. Goods sold to UK consumers must be as described, fit for purpose and of satisfactory quality, and statutory remedies can apply where those requirements are not met.

Custom, Personalised & Bespoke Orders

Certain products that are made to your individual specifications or clearly personalised may not qualify for the statutory change-of-mind cancellation right.

This may include, for example, VLTPOD products produced with bespoke branding or genuinely customer-specific modifications.

Choosing between standard options, components or accessories does not necessarily make a product bespoke, so I would be careful about calling every configured pod a custom product. Trading Standards guidance specifically distinguishes genuinely made-to-specification goods from products assembled using choices from a standard list.

This exclusion does not affect your rights if personalised or bespoke goods are faulty, damaged or not as described.

Exchanges

If you would like a different product, size or configuration, please contact us at info@vltpod.com.

Depending on the product and its condition, we may arrange an exchange or ask you to return the original product before placing a new order.

Bespoke or personalised products may not be eligible for exchange unless faulty.

Sale Items

Sale or promotional pricing does not remove your statutory consumer rights, including applicable online cancellation rights.

We may exclude sale items from any additional voluntary returns period offered beyond your statutory rights, where this is made clear before purchase.

Refunds

We will notify you once we have received and inspected your return and confirm the outcome of your refund.

Where you exercise your statutory cancellation right, any refund due will be made without undue delay and generally within 14 days of receiving the returned goods, or receiving evidence that they have been sent back if earlier.

Where applicable, the refund will include the cost of our standard delivery option. Additional amounts paid for an enhanced or expedited delivery service do not have to be refunded beyond the cost of standard delivery.

Approved refunds will normally be made to the original payment method.

If you have not received an approved refund after the expected processing period, please contact us at info@vltpod.com