In the unlikely event that a product is faulty, or you decide to change your mind for any reason, we are happy to offer you a refund, provided that the goods returned are returned within 28 days of delivery in the original packaging and in a re-saleable condition (Subject to a 15% re-stocking charge)
Purchases placed online or by telephone can also be returned to our Head Office in Daventry, Northamptonshire. If you wish to return goods here, you will need to send a copy of your invoice with the goods. Without the invoice and the credit or debit card used to make the purchase, goods can only be exchanged and no refund will be issued. The order confirmation or delivery notice cannot be accepted in place of the invoice. This does not affect your statutory rights.
Before delivery – change or cancel an order
If you wish to change or cancel an order before it has been shipped, please contact our customer services team on 01327 704767. Please have your order number to hand.
If your order has already been shipped, please see our Returns, Refunds and Exchange information below.
Returning goods – how do I return my order?
Returns can be made in a number of ways:
If you want us to arrange your return to be collected, please contact us on 01327 704767. Please be advised a handling charge may apply.
If you return your order by post, it must be returned by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.
Goods to be returned by prior arrangement to the following address with a copy of your invoice attached:
Vistaplan International Limited, High March, Daventry, Northamptonshire. NN11 4QE
Missing, incomplete or damaged orders
If your order hasn’t arrived, or arrives incomplete, you must report it to us within 48 hours. Please contact our Customer Services team on 01327 704767 or email us at email@example.com and have your order number to hand.
If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please call our Customer Services team on 01327 704767 with your order number to hand or email us at firstname.lastname@example.org quoting your order number.
Please note that this policy does not apply to the following products:
Products manufactured to order. These are subject to a separate policy, please see below.
Manufactured to Order Products
For products that are manufactured to order, you have the right to cancel the order within 48 hours of placing it by notifying us in writing. After that time, unfortunately we cannot offer a refund if you change your mind.
If the goods arrive with any damage then you must contact our customer services team on 01327 704767 within 48 hours and they will arrange a replacement or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement.