Return & Refund Policy

We want you to shop with confidence. This policy explains how cancellations, returns and refunds are handled when you purchase from VizioLux.

1. Your Right to Cancel

If you purchase goods from VizioLux online, you may have the right to cancel your order under applicable UK consumer law.

You should notify us of your decision to cancel within 14 days of receiving your goods.

After notifying us that you wish to cancel, you should return the goods to us within a further 14 days.

To request a return, please contact our Customer Care team before sending your item back so that we can provide the appropriate return instructions.

2. Return Conditions

To help us process your return efficiently, returned items should normally:

• be in their original condition;
• include the original packaging where reasonably possible;
• include any accessories, components or promotional items supplied;
• not show unnecessary signs of use, damage or alteration; and
• be accompanied by proof of purchase or your VizioLux order number.

Customers may inspect goods in a similar way to how they reasonably would in a physical shop. If an item has been handled beyond what is necessary to establish its nature, characteristics or function, the value of the refund may be reduced where permitted by law.

3. Items That May Not Be Returnable

Certain products may be excluded from change-of-mind returns where permitted by law. These may include:

• personalised or custom-made products;
• goods that deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken;
• certain beauty, cosmetic or personal-care products once opened or used;
• gift cards or other non-returnable items where legally permitted.

This section does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to your contract.

4. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

Please include your order number and, where helpful, clear photographs of the item and packaging so our team can review the issue quickly.

Where applicable, we may offer a replacement, repair or refund in accordance with your statutory rights.

5. Return Shipping

Unless the item is faulty, damaged, incorrect or we have agreed otherwise, customers may be responsible for the direct cost of returning an unwanted item.

We recommend using a tracked postal or courier service and retaining your proof of postage until your refund has been completed.

Please do not send returns to us without first contacting VizioLux Customer Care for the correct return instructions.

6. Refunds

Once your return has been received and assessed, we will let you know the outcome.

Where a refund is due, it will normally be issued to the original payment method.

In accordance with applicable UK consumer rules, qualifying refunds are generally processed within 14 days after we receive the returned goods, or after you provide acceptable evidence that the goods have been sent back, where applicable.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

7. Original Delivery Charges

Where required by law following cancellation of an eligible online order, we will refund the cost of our standard delivery service. If you selected a more expensive delivery method, any additional premium delivery cost may not be refundable.

8. Exchanges

If you would like a different product, colour, size or variation, please contact our Customer Care team. Depending on availability, we may recommend returning the original item and placing a new order.

9. How to Request a Return

Please contact VizioLux Customer Care and provide:

• your full name;
• your order number;
• the item you wish to return; and
• a short explanation of your request.

Email: info@viziolux.com

Our Customer Care team aims to respond within 1 business day.

Important Return Information

Please contact us before returning any item. The registered office or company address shown elsewhere on our website should not automatically be treated as the returns address unless VizioLux Customer Care confirms this to you.