Delivery & Returns

Delivery and collection

Delivery arrangements and charges are agreed for your order. Unless your quotation or price list states otherwise, prices are ex works: collection from our premises. Where we agree to arrange delivery, transport, packaging and insurance charges are payable by the customer.

Delivery dates and destinations

Quoted delivery dates are approximate unless a different commitment is agreed in writing. Contact us with your order reference to confirm the delivery or collection arrangements. For overseas shipments, the customer bears product-insurance costs and applicable taxes and duties under the agreed terms.

Check your delivery

Inspect the goods when they arrive. Report a shortage in writing within three days of delivery. Report a manufacturing defect, failure or failure to meet the agreed specification immediately upon discovery to sales@vitalgrp.co.uk.

If a customer refuses or fails to accept an agreed delivery, storage and additional carriage costs may be charged in accordance with clauses 7.1 and 7.2 of the Terms of Sale.

Returning standard products

Standard items may be returned in good condition with prior written authorisation. This arrangement covers goods no longer required and is separate from a warranty claim.

1. Request authorisation. Email sales@vitalgrp.co.uk with your order or invoice reference, the items and quantities, and their condition.
2. Wait for written return instructions. Do not dispatch goods before we have authorised the return and confirmed where they should be sent.
3. Arrange return transport. The customer arranges and pays for return carriage. Pack the goods suitably to protect their condition.
4. Inspection and refund. We inspect returned goods to confirm their condition. Accepted returns are subject to a 40% restocking charge.

How much is the restocking charge?

The charge is 40% of the purchase price of the returned goods. For example, the restocking deduction on returned goods with a purchase price of £1,000 is £400, leaving £600 of that goods value before any applicable VAT adjustment.

When will a refund be processed?

Refunds for accepted returns will be processed within 28 calendar days of receiving the returned goods, subject to inspection confirming their condition.

The 40% restocking charge applies to discretionary standard-product returns. It does not apply to a valid warranty claim.

Bespoke goods and order cancellation

Goods manufactured to your specification, including made-to-measure and cut-to-size items, are excluded from standard change-of-mind returns.

Can I obtain a refund once bespoke goods are built?

Once manufactured, bespoke goods are non-returnable and non-refundable because they are no longer wanted or required. This restriction does not prevent a claim concerning faulty goods.

Cancellation of an accepted order requires Vital GRP’s written agreement. If cancellation is agreed, the customer must reimburse the resulting costs, losses and expenses under clause 4.3 of the Terms of Sale. Contact the sales team as soon as you wish to discuss a cancellation.

Faults and the 12-month warranty

Our warranty runs for 12 months from the invoice date relating to the goods. It covers manufacturing defects in materials and workmanship, including fabrication and installation work carried out by Vital GRP, subject to the warranty conditions.

Report a fault immediately when you discover it

Email sales@vitalgrp.co.uk with your order or invoice reference, a description of the fault, when it was discovered and photographs where available.

Immediate notification is measured from discovery of the fault. A fault that develops later does not have to be notified within seven days of delivery. This reporting requirement does not shorten the 12-month warranty.

How we resolve a covered fault

We assess and rectify faults covered by the warranty, by repair or replacement as appropriate. The contractual warranty remedy is rectification rather than return for refund. Please contact us before sending faulty goods back; any inspection, collection or movement required for rectification will be agreed with you.

The warranty does not cover problems unrelated to defects in materials or workmanship, such as fair wear and tear, misuse, improper storage, failure to follow instructions or unauthorised alterations. Full conditions and liability provisions are in the PDFs below. Overseas guarantees require written agreement by a director.

Nothing in this policy excludes rights, remedies or liabilities that cannot lawfully be excluded or limited.

Download the current policy documents

Revised 3 October 2026 for new business orders subject to these terms. Existing contracts remain subject to their agreed terms unless a variation is agreed. Read this page alongside your quotation, order and the current Terms of Sale.

Need delivery, return or warranty support?

Have your order reference ready so we can identify the right goods and arrangements.

Or call 01206 396446.