Return & Refund Policy

Last Updated: 22 June 2026

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

Nothing in this policy affects your statutory rights.

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.

Restocking & Handling Fee

For approved non-faulty returns under Vigo Home’s extended 35-day return period, a 10% restocking and handling fee may be deducted from the refund amount.

This fee helps cover the cost of checking, handling, repacking, restocking, administration, warehouse processing, and any loss of resale condition caused by the return process.

The 10% restocking and handling fee is calculated based on the value of the returned goods, excluding delivery, return transport, collection charges, or other non-product costs.

This restocking and handling fee applies only where legally permitted and does not affect your statutory rights under UK consumer law.

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 delivery distance from our Desborough warehouse, NN14 2SR.

Transport Charge Examples

0–30 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

80–200 Miles

Original delivery cost value: £100

Return collection charge: £100

Total transport deduction: £200

200+ Miles

Original delivery cost value: £150

Return collection charge: £150

Total transport deduction: £300

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.

Customers remain responsible for ensuring returned goods arrive safely, undamaged, and in a returnable condition.

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.

Where customers choose to return goods themselves, the original outbound delivery cost value and the 10% restocking and handling fee may still apply where legally permitted.

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.

No restocking or handling fee will be applied where goods are confirmed to be faulty, damaged on arrival, or incorrectly supplied.

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.

For approved non-faulty returns, the final refund amount may be reduced by:

The 10% restocking and handling fee, where legally permitted
The original outbound delivery cost value
Any return collection or return transport charge arranged by Vigo Home
Any reduction in value caused by excessive handling, damage, missing parts, opened packaging, or loss of resale condition

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