Returns & refunds
Changed your mind, ordered the wrong product or experienced a problem with your order? This page explains how to arrange a return and what happens next.
For an unwanted online purchase, notify us within 14 days after receiving the goods.
Once you have told us you are cancelling, you normally have a further 14 days to return the goods.
Refunds are made within the statutory period once the returned goods, or satisfactory evidence of return, have been received.
How to return an unwanted product
Contact us
Tell us you wish to cancel or return your order and provide your order number and contact details.
Receive return details
We will confirm the return procedure and provide the appropriate return details for your product.
Pack securely
Repack the product carefully, including its accessories, instructions and original packaging where possible.
Return safely
Use a suitable trackable and insured service. Keep your proof of postage or collection until the refund is complete.
Returning unwanted goods
Condition of returned goods
You may inspect a product in the same way you reasonably would in a shop. Please take care of the goods while they are in your possession.
A deduction may be made from the refund where handling, use, installation or damage has reduced the value of the product beyond what was necessary to inspect it.
Return delivery costs
The cost of returning an unwanted product is normally your responsibility.
Please use a suitable insured service. Large products may require a specialist or pallet carrier rather than a standard parcel courier.
Original delivery charges
When an entire eligible online order is cancelled within the statutory cancellation period, the basic standard outbound delivery charge will be refunded where applicable.
Additional costs paid for an enhanced or premium delivery service are not refundable beyond the cost of our standard delivery option.
Cooker hoods, glass panels, large sinks and other fragile products require suitable packaging and transport. Standard parcel services may not provide appropriate insurance for these items, so please check the carrier’s terms before arranging a return.
Cancellation and order changes
I ordered the wrong product
Contact us as quickly as possible. If the order has not yet entered the delivery network, we will try to cancel it before dispatch.
My order has already been dispatched
Once an order has been handed to the delivery company it may not be possible to stop it. If you refuse an unwanted delivery, reasonable return transport costs may be deducted where applicable.
Installed or altered products
Please check the model, dimensions, finish and condition before installation. Installation, drilling, cutting, modification or use may substantially reduce the value of an unwanted product and therefore affect the amount that can be refunded.
Made-to-order products
Products manufactured, modified or specially ordered to your individual specification may not carry the normal change-of-mind cancellation right. We will make this clear where it applies.
Damaged deliveries
Check your delivery promptly
Please inspect your order as soon as possible after delivery. For courier deliveries you may sign as unchecked where necessary.
If a pallet or large delivery shows obvious external damage, make a note with the driver where possible before accepting it.
Photograph any damage
If you find transit damage, please photograph the product, the damaged area, the outer packaging and any internal protective packaging.
This helps us deal with the issue and make any necessary claim against the delivery company.
We ask that visible or concealed delivery damage is reported ideally within 24 hours and, where possible, no later than 2 working days after delivery. Courier claim periods can be very short. Reporting promptly helps us resolve the issue quickly. This request does not affect your statutory consumer rights.
Is your product faulty?
A fault is different from a change-of-mind return. Goods must be as described, of satisfactory quality and fit for their intended purpose, and your statutory rights apply in addition to any ViandPro warranty.
Depending on when the fault occurs and the circumstances, the appropriate remedy may include a refund, repair or replacement. Please do not arrange to return an installed appliance without contacting us first, as we may need photographs, product details, a serial number or technical assessment.
Report a FaultRefunds
How will I be refunded?
Refunds will normally be made to the original payment method used when placing the order.
When will the money reach me?
Once we have issued a refund, card providers and banks may take several additional working days to display the funds in your account. This processing time is outside our control.
Can a refund be reduced?
For unwanted goods, a deduction may be made where the value of the product has been reduced because it has been handled beyond what was reasonably necessary to establish its nature, characteristics and function.
Discount accepted to keep a product
If you agree a partial refund or discount to keep a product, your statutory rights and applicable warranty remain in place for unrelated faults. The agreed discount resolves the specific issue for which it was offered.
Returns FAQs
Do I need a returns authorisation?
Please contact us before sending anything back. This ensures we provide the correct return details and can identify your order when it arrives.
Can I return an unwanted item myself?
Yes. You can arrange your own return, but we strongly recommend using a trackable and appropriately insured service suitable for the size and type of product.
Can ViandPro arrange a collection?
Collection may be possible for some larger products. Any applicable collection charge will be confirmed before the collection is arranged.
Can I return a product after installation?
If the item is faulty, contact us through our fault-reporting process. For a change-of-mind return, installation or use may reduce the product’s value and therefore affect the refund.
Where do I send my return?
Please contact us before returning any goods. We will provide the correct return address and instructions for your particular product.