Return & Refund Policy

Last Updated: 7 May 2026

Vigo Home – Return & Refund Policy

In addition to your statutory rights under UK consumer law, Vigo Home offers an extended 35-day return period subject to the terms below.

How to Request a Return

Customers must contact Vigo Home within 35 days of receiving their order to request a Returns Authorisation.

You may contact us through any of the following methods:

Email: info@vigohome.co.uk
WhatsApp / Text: 07475 089466
Telephone: 01536 808476

Once approved, we will provide return instructions.

Returns sent without prior authorisation may be refused, delayed, or unable to be processed correctly.

35-Day Return Period

Returns are accepted within 35 days from the date of delivery.

Items returned outside this period may be rejected and held for customer collection.

Condition of Returned Goods

Returned products must be:

Unused
Uninstalled
Undamaged
In their original unopened packaging
Complete with all supplied accessories and components

Products that have been:

Cut
Installed
Assembled
Modified
Damaged
Otherwise used

are not eligible for return unless confirmed faulty.

Vigo Home reserves the right to reduce or refuse refunds where returned goods show signs of excessive handling beyond what is reasonably necessary for inspection.

Return Delivery & Transport Charges

For non-faulty goods, customers are responsible for both:

The original outbound delivery cost
The return collection or return transport cost

As Vigo Home products are large pallet-delivered items, transport, pallet handling, fuel, and logistics costs are significant and become non-refundable once delivery has been completed.

Vigo Home offers FREE UK pallet delivery on orders over £1,500. However, where a return is requested for non-faulty goods, customers remain responsible for both the original delivery cost value and the return transport or collection cost.

Delivery and return transport charges are calculated based on the distance from our Desborough warehouse (NN14 2SR).

Transport Charge Examples

Under 30 Miles

Original delivery cost value: £30
Return collection charge: £30
Total transport deduction: £60

30–60 Miles

Original delivery cost value: £60
Return collection charge: £60
Total transport deduction: £120

60–80 Miles

Original delivery cost value: £80
Return collection charge: £80
Total transport deduction: £160

Over 80 Miles

Original delivery cost value: £100
Return collection charge: £100
Total transport deduction: £200

Customer Self-Return Option

In the interest of fairness, customers may alternatively arrange their own return transport to our warehouse at their own expense.

Where customers choose to return goods themselves, Vigo Home will not apply a return collection charge.

We strongly recommend using a tracked and insured transport service, as Vigo Home cannot accept responsibility for items lost or damaged during return transit arranged by the customer.

Faulty, Damaged, or Incorrect Goods

If goods arrive damaged, faulty, or incorrectly supplied, customers must notify Vigo Home within 48 hours of delivery with photographs and order details.

Where confirmed, Vigo Home will arrange an appropriate replacement, collection, partial refund, or full refund in accordance with UK consumer rights legislation.

Refund Processing

Once returned goods have been received and inspected, customers will be notified by email regarding approval or rejection of the refund request.

Approved refunds will be processed to the original payment method within 5–7 working days following inspection.

Non-Returnable Items

The following items are non-returnable unless faulty:

Custom-cut or made-to-order products
Clearance or end-of-line items
Installed or modified products
Opened consumables, adhesives, or sealants
Products damaged after delivery due to misuse, improper installation, or storage