Refund policy
At Vibe Home, we want you to be completely satisfied with your purchase. We understand that sometimes you may change your mind or need to return an item, so we aim to make our returns process as straightforward as possible.
30-Day Returns
We offer a 30-day change-of-mind returns period, starting from the day you receive your order.
To request a return, please contact us at info@vibehome.co.uk within 30 days of receiving your order.
For change-of-mind returns, or ones that are not suitable in any way, these should be returned complete, with all accessories, unused, instructions, inner packaging and original product packaging wherever possible.
You are responsible for the cost of returning change-of-mind items to us. We strongly recommend using a tracked and appropriately insured delivery service, as the goods remain your responsibility until they are received by us and are inspected.
Once your return has been approved, we will provide you with the return address and a returns authorisation number.
Items should be returned as soon as reasonably possible following a return being approved by us, items returned outside of the returns window may not be refunded or returned to you.
Condition of Returned Items
Please take reasonable care of products while they are in your possession.
You may inspect an item as you reasonably would when purchasing it in a shop. If an item has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functionality, (such as a kettle being boiled or a toaster being used) and this results in a reduction in its value, we may make an appropriate deduction from your refund.
Please ensure all accessories, components and packaging are returned with the product. When repacking electrical appliances, please replace any plug guards and protective packaging supplied with the product to help prevent damage during transit.
Kitchen Sets & Bundles
Many of our products are sold as coordinated kitchen sets containing multiple appliances or accessories.
For a change-of-mind return, where products have been purchased and supplied as a complete bundle or set, the complete set may have to be returned.
If you would like to return only part of a bundle, please contact us before returning anything so we can advise whether a partial return can be accepted and, where applicable, the refund value of the individual item.
Where an individual product within a bundle is faulty, this does not necessarily mean that the complete bundle needs to be returned. Please contact us and we will advise you on the appropriate resolution in accordance with your statutory rights.
Faulty, Damaged or Incorrect Items
Please inspect your order within 48 hours after it is delivered.
If your order arrives damaged, you receive an incorrect item, or you believe a product is faulty, please contact us at info@vibehome.co.uk within this time frame.
Providing clear photographs of the product, packaging and any damage can help us resolve the issue more quickly.
Where goods are confirmed as faulty, damaged on arrival or incorrectly supplied, we will arrange an appropriate resolution and cover reasonable return costs where required.
Your rights regarding faulty goods are protected by the Consumer Rights Act 2015 and are separate from our 30-day change-of-mind returns policy. Legislation.gov.uk
Faults After Use
If a product develops a fault, please contact info@vibehome.co.uk with your order details and a description of the problem.
We may request photographs, videos or further information to help establish the nature of the fault.
Depending on the circumstances and your statutory rights, an appropriate resolution may include a repair, replacement, price reduction or refund.
Damage or faults resulting from misuse, accidental damage, neglect, normal wear and tear, unauthorised modification or failure to maintain the product correctly are not treated in the same way as an inherent product fault.
Limescale & Cleaning
For appliances that come into contact with water, regular cleaning and descaling in accordance with the manufacturer's instructions is important.
Problems caused by excessive limescale, lack of cleaning, misuse or failure to follow the manufacturer's care instructions may not constitute a product fault.
Product Identification & Tampering
Products and components may have serial numbers or other identifying marks recorded for security, warranty and returns purposes.
Products should not be internally opened, modified or tampered with except where this is permitted by the manufacturer or required in exercising your legal rights.
Unauthorised modification or tampering may affect your ability to make a warranty claim where it has caused or contributed to the reported fault.
Refunds
Once your return has been received, we will inspect it and process any refund due as promptly as possible within 15 working days.
Approved refunds will be made to your original payment method.
For returns made under your statutory cancellation rights, refunds will be made within the timescales required by applicable UK consumer law. Your bank, card provider or payment provider may take additional time to show the refund in your account.
Warranty
Our products are supplied with the applicable manufacturer's warranty. Some manufacturers also offer extended warranty periods when the product is registered directly with them.
Please retain your order confirmation or other proof of purchase.
A manufacturer's warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
UK Returns Only
We currently deliver within the United Kingdom and returns must be arranged from a UK address.
If you choose to take or forward an item outside the UK after delivery, please be aware that we may be unable to arrange collections, returns or other warranty services from an address outside the UK.
Need Help?
If you have any questions about a return, refund, damaged delivery or faulty product, please contact us at:
Our team will be happy to help and will respond as promptly as possible.
Your statutory rights are not affected.