Return Address: Ship the item to our Returns address: Vacuum Genie, Empress Business Centre, 380 Chester Road, Manchester, M16 9EA
For unopened and brand-new items in pristine condition with undamaged packaging, the return process is straightforward.
Cancellation Right: You have the right to cancel your order within 30 days of receiving the goods. No reason is required for cancellation, provided the item is in brand new and original condition.
Refund Request: If you wish to obtain a refund, simply send the item back to us within 30 days of receiving it.
Refund Process: Upon receiving the returned item and inspecting its condition, we will promptly organise a full refund for the purchase. This ensures a hassle-free process for customers seeking reimbursement for unopened, brand-new items with undamaged packaging.
Timely Return: To qualify for a refund, ensure the item is returned within the stipulated 30-day period from the date of receipt.
When dealing with items that have been opened and exhibit damaged packaging, please follow these steps for a smooth return process:
Condition for Return: If you have ordered the wrong item(s) or had a change of heart, it is essential to return the item in perfect, resaleable condition. This includes both the product itself and all accompanying elements such as product packaging and instructions.
Avoid Writing or Damaging: Do not write on or damage the item, its packaging, or instructions during the period of use or evaluation.
Sealed Retail Packaging: Once opened, products supplied in clear sealed retail packaging (Blister Packs) or clear sealed bags cannot be returned. Please ensure you are fully satisfied with the product before breaking the seal.
Return within the Stipulated Time: The return must be initiated within the specified timeframe, typically within 30 days of receiving the item.
Refund Process: Upon receiving the returned item and inspecting its condition, we will assess whether it meets the criteria for resaleability. If applicable, we will process a refund for the returned item.
Communication: If you encounter any issues during the return process or have specific inquiries, feel free to contact our customer support. We are here to assist you.
When it comes to back-ordered items, our return policy has specific considerations to ensure a smooth process. Please take note of the following guidelines:
Non-Returnable Back-Ordered Items: Unfortunately, items that have been specifically requested on special order or marked as back-ordered are considered non-returnable. This policy is in place due to the unique nature of these orders, which are often procured based on specific customer requests.
Verification of Correct Part Numbers: It is crucial to use the correct part numbers when placing an order. Prior to finalising your purchase, carefully verify that the part numbers align with your requirements. This step helps prevent errors and the subsequent need for returns.
Customer Support for Clarifications: If there is any uncertainty about part numbers or compatibility, we strongly recommend reaching out to our customer support team before completing your order. They can provide valuable assistance to ensure accurate and suitable purchases.
Communication on Special Requests: For items requested on special order, where unique arrangements have been made, clear communication is essential. If your order involves special requests or circumstances, please inform our customer support team during the ordering process.
No Refund or Return Process: Due to the specific nature of back-ordered items, the standard return and refund process does not apply. These items are considered final sales, and returns cannot be accepted.
In the case of electrical items, particularly those like PCB boards, LCD screens, and electrical motors, it's essential to note the specific return policy to ensure a smooth process. Please consider the following guidelines:
Non-Returnable Electrical Items: Electrical components, including PCB boards, LCD screens, and electrical motors, cannot be returned if they have been installed or fitted by anyone other than a certified engineer. This policy is in place due to the delicate and sensitive nature of these items, where improper installation may lead to issues that affect their functionality.
Certified Engineer Installation Requirement: To qualify for a return, it's imperative that these electrical items are installed by a certified engineer. This ensures that the installation meets the necessary standards and reduces the risk of damage to the components.
Verification of Certification: Before initiating the installation process, it's advisable to verify the certification of the engineer carrying out the fitting. This step is crucial to meeting the return eligibility criteria.
Communication with Customer Support: If there are any uncertainties or concerns regarding the installation process or the eligibility for return, please communicate with our customer support team. They can provide guidance and clarification to ensure a smooth and compliant return process.
Documentation of Installation: Retain documentation of the installation carried out by the certified engineer. This documentation may be requested during the return process to verify compliance with the return policy.
No Return for Incorrect Installation: Items that have been installed by uncertified individuals are not eligible for return. This policy is in place to maintain the integrity and functionality of the electrical components.
In compliance with our return policy, personal items, including perishable goods and personal care spare parts, have specific considerations. Please take note of the following guidelines:
Non-Returnable Personal Items: Perishable goods and personal care spare parts, such as oral hygiene products, and shaving parts (epilator heads, shaver heads, or trimming guards), cannot be returned. This policy is in place for hygiene and safety reasons.
Careful Consideration Before Purchase: Prior to making a purchase, carefully consider the nature of the item, especially if it falls under the category of perishable or personal care spare parts. Ensure that the product aligns with your requirements before finalising your order.
No Return Process for Personal Items: Due to hygiene concerns, the standard return process does not apply to personal items. Once these items have been purchased and received, they are considered final sales, and returns cannot be accepted.
Contact Customer Support for Clarifications: If you have any uncertainties or questions regarding the nature of the product or its eligibility for return, please contact our customer support team before making the purchase. They can provide guidance and answer any queries you may have.
Quality Assurance: Rest assured that our personal care spare parts undergo stringent quality checks to ensure they meet the highest standards. However, it's important to be certain about your purchase before completing the transaction.
In the unfortunate event that your items are delivered with damage incurred during transit, we have a dedicated process to address and resolve the issue promptly. Please follow these steps:
Prompt Notification: As soon as you notice any aesthetic damage to the items, especially plastics like fridge drawers, or other fragile components, inform us promptly. Time is of the essence to ensure a swift resolution.
Photographic Evidence: Capture clear photographs of the damaged items and any packaging, emphasising the affected areas. These images serve as crucial evidence to assess the extent of the damage and expedite the replacement process.
Contact Customer Support: Reach out to our customer support team immediately to report the damage. Provide a detailed description of the issue and attach the photographs to your communication. This information assists us in understanding the nature of the damage and expedites the resolution process.
Replacement Authorisation: Upon reviewing the provided evidence, our customer support team will authorise the replacement of the damaged items. This ensures that you receive a functional and aesthetically intact product.
Return of Damaged Items (if required): Depending on the nature and severity of the damage, we may request the return of the damaged items. Our customer support team will guide you through the process, including providing a return label or arranging for the return.
Timely Replacement Dispatch: Once the damage has been verified, and if a return is not necessary, we will promptly dispatch a replacement for the damaged items. This ensures minimal disruption to your intended use or installation.
Quality Assurance: Rest assured that we prioritise the quality of our products, and instances of damage in transit are thoroughly investigated to prevent future occurrences.
When customers are returning goods that exhibit wear and tear, scuffs, scratches, or damage to the item or its retail packaging, the return process unfolds as follows:
Inspection of Returned Items: Upon receiving your returned items, our team will thoroughly inspect them to assess their condition.
Identification of Wear and Tear or Damage: If there is noticeable wear and tear, scuffs, scratches, or damage to the item or its retail packaging, our team will identify and document these conditions.
Refusal of Return: Unfortunately, items showing signs of wear and tear or damage are not eligible for return. In adherence to our return policy, your return request will be refused.
Disposal After 30 Days: For unqualified return requests, the items will be held for a period of 30 days. After this timeframe, they will be disposed of to manage our inventory and streamline the return process.
Communication Regarding Refusal: You will be promptly notified about the refusal of your return request due to wear and tear or damage. Our communication will include details about the observed conditions.
Exception for Faulty Items: It's important to note that this policy does not apply if the item is faulty. In cases of manufacturing defects or faults, alternative resolution options will be explored, such as replacements or refunds.
Photographic Documentation: If there are disputes regarding the condition of the returned items, customers are encouraged to provide photographic evidence showcasing the state in which the items were received.
Review of Return Policy: Customers are advised to review our return policy before initiating a return, ensuring awareness of the conditions that may affect the eligibility of returned items.
Customer Support Assistance: Should you have any questions or concerns about the return process, our customer support team is readily available to provide guidance and assistance.
When it comes to the return costs associated with returning your items, please follow the outlined process:
Customer Responsibility for Return Costs: Understand that as the customer, you are responsible for covering the costs associated with returning your item(s). This includes any shipping fees or other expenses related to the return process.
Initiate Return: If you decide to initiate a return, please contact our customer support team or use the designated return process on our website. Provide the necessary details, including the reason for the return.
Return Authorisation: Once your return request is received, our customer support team will review it and, if approved, provide you with a return authorisation. This may include instructions on how to proceed with the return.
Select a Shipping Method: Choose a shipping method of your preference for the return. Ensure that the chosen method is secure and traceable to prevent any issues during the return transit.
Cover Return Costs: As the customer, cover the costs associated with returning your item(s). Be aware of any shipping fees, packaging materials, or other expenses that may apply.
Use Provided Return Label (if applicable): If we provide a return label for your convenience, be sure to use it as instructed. Note that in cases, where there has been an internal mistake or error we will cover any returns costs.
Package Items Securely: Pack the items securely to prevent any damage during transit. Follow any packaging guidelines provided to ensure the safe return of the product and its outer packaging.
Ship within the Specified Timeframe: Ship the items back within the specified timeframe as outlined in our return policy. Adhering to this timeframe helps streamline the return process.
Tracking and Confirmation: If applicable, use a shipping method that provides tracking information. Keep the tracking details for your records and confirm the safe arrival of the returned items.
Refund or Replacement Process: Once we receive the returned items and confirm their condition, we will proceed with the refund or replacement process based on the terms outlined in our return policy.
Ensuring your order qualifies for a return is crucial to a smooth return process. Please follow these steps:
Review Qualification Criteria: Familiarise yourself with the return qualification criteria outlined in our return policy. Pay attention to specific conditions, such as the nature of the item, timeframes, and any other eligibility requirements.
Check Order Eligibility: Before initiating a return, confirm that your order qualifies based on the established criteria. If you have any doubts, refer to our return policy documentation or contact our customer support for clarification.
Initiate Return Request: If your order meets the qualifications for a return, you can initiate the return process. Follow the designated procedure on our website or contact our customer support team to request a return authorisation.
Return Authorisation Approval: Our customer support team will review your return request. If it meets the qualification criteria, they will provide a return authorisation. Ensure you receive and note this authorisation for future reference.
Adhere to Return Instructions: Follow the instructions provided with the return authorisation. This may include details on packaging, labelling, and the return shipping process.
Return within the Specified Timeframe: Adhere to the specified timeframe for the return. Timely returns help expedite the processing and ensure compliance with our return policy.
Disposal of Unqualified Returns: If your order does not meet the qualification criteria, submitting a return request will result in the disposal of your return after 30 days. This policy is in place to manage and prioritise qualified returns efficiently.
Stay Informed: Keep yourself informed about the progress of your return. If there are any updates or issues, our customer support team will communicate with you.
Refund or Replacement Process: Once the returned items are received and verified to meet the qualification criteria, we will proceed with the refund or replacement process, as outlined in our return policy.
By understanding and following these steps above, customers can navigate the return process effectively, ensuring a smooth experience and resolution. If further clarification is needed, our customer support team is dedicated to assisting you.