RETURNS POLICY

Our Standard Returns Policy

We hope you will be happy with your purchase, but should you wish to return anything* bought from us, under our standard policy we will be happy to offer an exchange or refund. All returning items need to be sent back to us in a new and unused condition within 30 days** of the goods being delivered. Unless otherwise advised, all return shipments are at the cost and convenience of the buyer/recipient.

Please ensure you take care with any items you are thinking of returning as failure to do so may affect our ability to accept the return. If we find that the product or its packaging (branded skate/shoe boxes etc) have not been returned to us in the above condition, we reserve the right to make a deduction against the refund amount, equal to the cost of restoration, or in extreme cases we may be unable to accept the return.

Returns received after the stipulated 30 days, that have not been authorised for an extended returns period, will be accepted at our discretion. Depending on the circumstances, a restocking fee may be deducted from your refund, or if you are returning for an exchange we may request for you to cover the outgoing shipment costs. Should there be an issue with accepting and processing your return we will contact you with the full details and advise further.

All refunds issued will be minus any delivery charge originally paid by the buyer.

GIFTS

We understand that some orders may be placed for items intended to be gifts for birthdays or Christmas. To request an extended returns period, please contact us – vtskates@gmail.com - ideally before placing the order or before the returns period expires at the latest with the details so we can discuss and advise further.

Exchanges

While there is no problem exchanging products, it can take some time for exchange items to be delivered as we need to receive and assess the return before dispatching any alternative items. If you require your exchange sooner than 14 days, we recommend you place a new order for the other items or sizes you prefer and then return the original order for a refund. We will then be able to dispatch the alternative item straight away rather than waiting to receive the return.

Should you wish to proceed with an exchange, please contact us – vtskates@gmail.com - before sending the goods so we can check the availability and allocate the exchange item to you, ready for when your return is received back with us.

How to send the Return

Please return you item to VT Skates, 64 Rushet Road, Orpington, BR5 2PS. Please ensure that you include you name, original delivery address and order number. This will enable our team to match the return to your order and will speed up the processing time for you.

We can only advise on the best way to ship an item back to us, but we do not recommend that you spend a small fortune on a premium service such as Royal Mail Special Delivery Next Day. It is in your best interest to use a service that will have record of delivery, should there be an issue with the shipment. Royal Mail can provide a “Certificate of Posting” which will include your tracking information and should be kept safe. It is our experience that online companies like Hermes and Collect+ typically offer better rates than Royal Mail, so it may be worth your while to shop around. Remember that shipping your item back to us is at your own cost.

We package orders so they reach you in a good condition and it’s expected any returning goods are packaged in the same way. We will deduct up to 10% of the item value on returns that have intentionally defaced packaging. This is in reference to returns where the shoe/skate box has been taped shut and the shipment labels stuck on. We send a lot of products out in toughened plastic courier bags, which when turned inside out provide a perfect reshipping wrapper. Likewise, if a cardboard box was used, it may be possible to reuse it but the original shipment information will need to be either covered or removed.

Manufacturing Faults/Dispatch Errors

In the rare occurrence there’s a suspected fault with manufacture or there has been an error on our part, please contact us immediately – vtskates@gmail.com - with your order number, a description of the issue and supporting images showing the issue, general condition of the item and the product label for the item. We will then make an assessment and advise further on the best course of action. Please be aware, using the goods after the issue is discovered will automatically void any right to a claim and the issue will be deemed as accepted.

For manufacturing faults, we may seek advice from the UK Distributor or Manufacturer, and in some cases, we may advise the goods are sent to them for a physical assessment to confirm the issue can been accepted under the product warranty. If this is deemed necessary, we will provide full instructions to do so. If a manufacturing fault is confirmed we will offer a repair, like for like replacement or refund depending on the circumstances plus a full refund on any return shipment costs that have been incurred.

Cancellations

In accordance with the Consumer Contracts Regulations, you have up to 14 calendar days from the date of delivery to cancel your order for a full refund***.

To cancel an order that has not yet been dispatched, please email us – vtskates@gmail.com – with CANCELLATION and your order ID in the email subject field. Providing the order can still be intercepted, a full refund will be processed for you. Our systems have been designed to allow you to receive your order as quickly as possible and once you have confirmed the order it is unfortunately not always possible to intercept it. If your order is dispatched, please refer to our standard returns information above.

***Please note, if your order is dispatched with a premium delivery service, we will unfortunately not be in a position to include the shipment cost with your refund.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Our returns policy will not affect your statutory right to cancel or any other statutory rights.