At VLDirect, we are committed to providing excellent service and satisfaction with your purchases. If you are not completely satisfied with your order or have simply changed your mind, you can return the unopened product to us within 14 days of your order date for a refund.
Please note the following return conditions:
Products must be in brand-new, saleable condition, in their original packaging.
Products that do not meet these conditions may either be returned to you or incur a 20% restocking charge deducted from the refund amount.
We are unable to refund postage costs unless the return is due to an error on our part (e.g., incorrect item sent or faulty product).
European customers have 14 days from the order date to return their products. Please include a note with your name, address, and an explanation for the return. This policy does not affect your statutory rights.
How to Report an Incorrect Item
If you have received an incorrect item, we sincerely apologize for the inconvenience. We strive to maintain high standards, but mistakes can happen. Please contact us at [email protected], and we will work with you to resolve the issue quickly and with minimal disruption.
In some cases, we may require additional information such as photos of the product to determine the best course of action.
How to Report a Faulty Product
If you believe your item is faulty, we apologize for the inconvenience and take your complaint seriously. Please contact us at [email protected] with details of the fault and any supporting photos. We will investigate the issue and provide the best solution as soon as possible.
How to Arrange a Return
To return your order, please follow these steps:
Include a slip inside the package with your Order Number, a list of the items being returned, and the reason for the return.
Ensure the item is securely packaged to prevent damage during transit. Please note that the return is your responsibility until it reaches our warehouse.
Send the package using a delivery service that provides proof of postage and insures the value of the goods.
Return items to the following address:
VLDirect Returns Unit 9 Lombard Trading Estate 51 Anchor & Hope Lane London, United Kingdom, SE7 7SN
Make sure to obtain proof of postage when returning your item, as we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you requested a replacement and the product is no longer available, we will issue a refund to the original payment method.
Will You Refund My Postage Costs?
We will refund postage costs for returning an item when:
We sent the wrong item.
The item is damaged or faulty.
Please contact us at [email protected] for further instructions. We may require photos or other details about the fault to authorize the return. Your return must be authorized before sending it back.
