We take pride in great service. We handle every query on an individual basis to ensure we give you the best response. We do hope that you are 100% delighted with your order; however, if you are not satisfied here is our policy;

Returns, Refunds & Warranty

Nothing in this policy affects your statutory rights.

1. 14-Day Right to Cancel (Online Orders)

You have the right to cancel your order within 14 days of receiving your goods.

• You must notify us within 14 days of delivery

• Goods must be returned within 14 days of cancellation

• Items may be handled only to establish their nature and function

• We may deduct for loss in value caused by excessive handling or missing parts

• Refunds are issued within 14 days of receiving the returned goods

• Return postage is the customer’s responsibility unless the item is faulty

• We strongly recommend using tracked and insured delivery

• We are not responsible for items lost in transit back to us

2. 30-Day Goodwill Returns

In addition to your legal cancellation rights, we offer a 30-day goodwill return policy from the date of delivery.

Items must be:

• Unused

• Complete with all accessories

• In original, resellable packaging

• With matching serial numbers

• Return postage is the customer’s responsibility unless the item is faulty

• We strongly recommend using tracked and insured delivery

• We are not responsible for items lost in transit back to us

We reserve the right to refuse returns that are incomplete, damaged, modified or show signs of use.

Refunds under this goodwill policy:

• Exclude original shipping costs

• Will include a £10 handling deduction

• Are processed within up to 21 days of receipt

3. Faulty Items

If you believe your item is faulty, please contact us for an RMA number before returning it.

To request an RMA:

Email: info@viofouk.co.uk
Phone: 0330 223 3108

We may verify:

• The reported fault

• Serial numbers

• Signs of misuse, installation damage or tampering

If a fault is confirmed:

• Within 30 days of delivery – you may request a refund or replacement.

• After 30 days – we will offer repair or replacement.

Where a refund is agreed, it will be issued within 14 days of the decision.

If no manufacturing fault is found, we may return the item and recover applicable costs.

4. Missing or Damaged Deliveries

Claims for missing or damaged items must be reported within 48 hours of delivery.

You may be required to provide:

• Photographs of packaging and contents

• Identity verification

• Written confirmation of non-receipt

Where tracking confirms delivery to the address provided, and no evidence supports a loss claim, we reserve the right to decline a refund.

Customers must cooperate with carrier investigations.

5. Warranty

All products include a 12-month warranty, extendable to 18 months upon registration.

The warranty covers manufacturing defects only and does not cover:

• Accidental damage

• Electrical surges or storm damage

• Improper installation

• Unauthorised modifications

6. Fraud Prevention

To protect customers and prevent fraudulent claims, we may:

• Request proof of identity

• Require confirmation of billing address

• Record serial numbers and dispatch weights

• Share evidence with payment processors in the event of dispute

We reserve the right to refuse service where fraudulent activity is suspected.