Procedure for Returned Goods and Cancelled Orders for Trade Customers

We believe that you will be delighted with the products that you purchase from Vysal. There may be times when it is necessary to return something to us, perhaps because of a cancelled order or because it is faulty. Our aim is to keep the process as simple as possible and to avoid any misunderstandings. The following are guidelines only and wherever possible we will respond to your particular requirements.

NO RETURNS ARE ACCEPTED, UNLESS THEY HAVE A GOODS RETURN NUMBER ISSUED BY VYSAL

Cancellation

You can cancel your purchase at any time either before despatch or up to 7 days after delivery of your product by:

o Notifying us by telephone on 01666 822059 – please have your purchase order number and item details to hand.

o E-mailing us at sales@floor-heating.co.uk. Please provide all purchase details and relevant details for the reason of the return.

o Writing to the Returns Department, UFH (UK) Limited, Unit 3 Lovett Farm, Little Somerford, Wiltshire, SN15 5BP.

We will issue you with a Goods Return Number and provide all the necessary information to tell you how to return the goods. Once we receive the goods and, our inspection department confirms they can go back into stock, we will raise a credit for the invoice total less the return carriage fee and any re-stocking charges.

This applies to standard products only. Products manufactured as ‘specials’ cannot be returned.

Damaged or Faulty Goods

guarenteeOur ‘no quibble’ LIFETIME warranty against any manufacturing defects means that if one of our products fails due to a material defect, faulty design or workmanship we will replace it free of charge. You must contact Vysal if you believe a product to be faulty or damaged. Our technical help line can often solve problems without the need to return goods. In the case of goods received damaged in transit, you must notify us within 48-hours of date of despatch (the carrier’s requirement on UFH (UK) Limited).

We will issue a Goods Return Number and a Faulty/Damaged Returns Form together with the necessary information to tell you how to return the goods. Then, subject to satisfactory inspection of the goods by our inspectors, the goods will be replaced/returned/credited according to the fault discovered.

Advanced Replacements

Advanced replacements are supplied at UFH (UK) Limited discretion. Before an advanced replacement is despatched you will be charged for the replacements goods and carriage if applicable. We will issue a Goods Return Number and details of how to send the goods. If, after inspection, the goods are covered by the guarantee, we will raise a credit note to the invoice value of the replacement item(s). If, however, faults are found with the goods returned, they will be returned with your next order or delivery.

Goods Ordered in Error

We recognise that mistakes are made. If your customer orders the wrong product or changes their mind we will accept a cancellation within 5 working days of the despatch date with no penalty. If goods are returned after the 5 working days we will apply a handling charge of not more than 25% of the invoice value. Just contact us for a Goods Return Number. Once we receive the goods and, our inspection department confirms they can go back into stock, we will raise a credit for the invoice total less the return carriage fee and any re-stocking charges.

To qualify for a credit, the goods must be returned in as new condition. If anything such as packaging, the guarantee certificates or, installation manuals have to be replaced we will apply an additional re-stocking fee.

This applies to standard products only. Products manufactured as specials cannot be returned.

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