Shipping and returns

Please find below VIOS’ shipping and returns conditions. You can also view our Ts & Cs in full when you visit our Terms and Conditions page.

Delivery

5.1 Delivery at a lower charge for any orders made from addresses that are within the BN post code areas. If an order is completed and confirmed before 12:00pm, items will be dispatched the same day. If the order is placed after 12:00pm, items will be dispatched the following day.

5.2 To UK mainland addresses, a standard shipping fee is applied to your order. You can find delivery charges upon checkout. Please note, due to the delivery being by way of third party courier we cannot guarantee delivery before the specified time. Vios Concept also cannot be held liable for failure to deliver due to circumstances beyond our control.

5.3 Delivery charges are for one delivery to any single mainland United Kingdom address. This excludes the Isle of Man, Northern Ireland, Scilly Isles, some remote areas of Scotland, and the Scottish islands. Some products, particularly fresh foods, may not be able to be sent to these locations due to transit times. Please contact our personal shopping team to arrange offshore delivery, a surcharge will be payable for deliveries to these locations.

5.4 Vios Concept does not offer an International Delivery Service for online orders, however our Team is happy to advise what products we can send overseas – please contact us via email at info@viosconcept.com. You may place an order online for products from outside the UK, but this order must be for delivery to a UK mainland address.

5.5 In the circumstances that we are unable to fulfil your order due to stock availability, we will call and email you to advise on the next best delivery day, or suggest a substitute.

In the event that we are unable to meet estimated dispatch dates because of exceptional circumstances, we will contact you via phone and email with a revised estimated dispatch date.

5.6 Delivery will be completed when we deliver the products to the address you gave us. We do not deliver to third party courier companies.

5.7 The Products will be your responsibility from the completion of delivery.

5.8 You own the Products once we have received payment in full, including all applicable delivery charges.

5.9 If we miss the 30-day delivery deadline for any Products then you may cancel your order straight away if any of the following apply:

(a) we have refused to deliver the Products;

(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

If you do not wish to cancel your order straight away, or do not have the right to do so under this paragraph, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.

If you do choose to cancel your order for late delivery under this paragraph, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled products and their delivery.

To discuss delivery please contact Vios Concept via email at info@viosconcept.com.

Cancellations & Returns

6.1 As a consumer, you have a legal right to cancel a Contract during the period set out in Paragraph 6.3 below. This means that during such period, if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

6.2 However, this cancellation right does not apply in the case of any custom-made or personalised Products, any food and drink items given that are liable to deteriorate or expire rapidly or any long-life food and drink items where the seal has been broken, due to hygiene and healthy protection reasons.

6.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below

YOUR CONTRACT	END OF THE CANCELLATION PERIOD
Your Contract is for a single Product (which is not delivered in installments on separate days)	The end date is the end of 14 DAYS after the day on which you receive the Product.Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January
Your Contract is for multiple Products which are delivered on separate days	The end date is 14 DAYS after the day on which you receive the last of the separate Products orderedExample: if we provide you with a Dispatch Confirmation on 1 January and you receive the first of your separate Products on 10 January and the last separate Product on 15 January you may cancel in respect of any or all of the separate Products at any time between 1 January and the end of the day on 29 January
Your Contract is for the regular delivery of a Product over a set period	The end date is 14 DAYS after the day on which you receive the first delivery of the Products.Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

6.4 To cancel a Contract in accordance with your legal right to do so, you just need to let us know. The easiest way to do this is to email us at info@viosconcept.com to let us know that you wish to cancel your order. We will then email you to confirm we have received your cancellation. If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by email or post, then your cancellation is effective from the date you sent us the email or post the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.

6.5 If you cancel the Contract, we will:

(a) refund the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

(b) refund any delivery charges you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product pre-noon but you choose to have the Product delivered pre-9am at the higher cost, then we will only refund what you would have paid for the cheaper deliver option;

(i) if you have received the Product or we have dispatched it to you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us;

(ii) if we have not dispatched the Product: 14 days after you inform us of your decision to cancel the Contract.

6.6 If you have returned the Products to us because they are faulty or mis-described, we will examine the returned Product and will notify you of your refund via email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day, we confirmed to you via email that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

6.7 We refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

6.8 If the Products were delivered or dispatched to you before you decide to cancel your Contract:

(a) you must return the Products to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can send it back to our return address.

(b) unless the Products are faulty or not as described (in this case, see Paragraph 6.6), you will be responsible for the cost of returning the Products to us.

6.9 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this section or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.