Returns and refund policy


Non Receipt Of Items

If you have not received your item from Vacs R us within 10 Working days (Monday – Friday) please contact us via the contact us page on the website. One of our customer service representatives will contact you back within 1 working day if not sooner.

Items Damaged in Transit

If the package is damaged in transit DO NOT sign for the item and inform the postman that the item is to be returned to sender. This way we can have a replacement sent out to you quickly and efficiently. Otherwise you will need to send the item back to us with all damaged packaging for us to make a claim with Royal Mail or another postal service before we can issue a replacement.

Items Faulty on Arrival

With electronics there is always a small chance of an item being dead on arrival. Please inform us as soon as possible, within 15 days of the receipt of the order,  in regards to your fault via the contact us page on this website. One of our highly trained customer service representatives will contact you back within 1 working day. With instructions on how to send the item back to us within another period of 15 days. If a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you may be liable for the return carriage.

Faulty of a New Item

If your item develops a fault and is within 15 days’ period then please contact us via the Contact Us page on this website . One of our highly trained customer service representatives will contact you back within 1 working day. With instructions on how to send the item back. Under the relevant legislation, orders up to 30 calendar days are entitled to ether a repair, replacement or refund from us. Orders that were purchased more than 30 days ago can only be returned for repair with the discretion and authorisation of the manufacturer.

(Items listed as used or refurbished can not be returned for refund unless it is purchased in past 15 calendar days. No return will be accepted if there is any damage that occurs after the item has been received by the buyer. See the details under Used or Refurbished Products)

The buyer is responsible for the postage(s) of an item that is returned after 30 days of the purchase for repair only.

If you change your mind and the order of a new product has already been dispatched

If you have made a mistake buying a wrong item or have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR), replaced by the Customer Contract Regulations, you can do so provided you inform us of your decision within 15 calendar days of receipt and that there is no sign of the item being used and that the item is returned in its original conditions and in the original box within 30 days of the delivery date. If you have changed your mind, please let us know via email and we will let you know the return address or issue return authorisation and a postage showing return centre address and barcode for processing. The item must not be used and must be ‘as new’ when returned to us. The sending and return postage and the payment fee charged by the payment gateway or credit card is not refundable. The buyer is responsible for the postages and the payment charge if the return is made due to the buyer`s change of mind or the buyer`s mistaken purchase. Once the item is received, we’ll issue a full refund for the product to your original payment method deducting the payment gateway charge at 3.18% and the sending and return postages.

Returns Procedure for New Products

  1. Within 15 days of the receipt of the order, please send  an email message using the Contact Us page. with your request for a return and the reason why;
  2. Wait for a member of the team to get back to you with authorisation of your return;
  3. Once confirmation has been received from a member of the team you can send the item(s) back to us and to reach us within a further 15 days. However, you will be responsible for the cost of returning the item to us. Together with the return authorisation,we will normally email you the paid postage label with a unique return barcode to identify your purchase . If we issue you a paid postage label, your  Post Office should not charge you again.

4.  Once we have received the item it will be tested and then be repaired, replaced or refunded depending on your request and per terms and conditions.

Used or Refurbished Products

All used or refurbished products purchased from Vacs R us can be returned for a replacement or refund within 15 days of the purchase, unless a different return period is specified in the individual listing.