United Kingdom

United Kingdom

Refund and Returns Policy


HCI Distribution Ltd

Welcome to veho-lifestyle.co.uk

All orders placed via our website will be governed by these terms and conditions. You should therefore read these terms carefully before you place your order as they explain your and our legal rights and also contain important information about our contract with you and how your order will be dealt with.
If you have any questions, please contact us before you place your order by calling 01425 484280 or by emailing us at veho@hci.co.uk

1.1 We are HCI Distribution Ltd a company registered in England and Wales. Our company number is 04488504 and our VAT number is GB758247889.
1.2 Our registered office address is 4-6 Parkside, Christchurch Road, Ringwood, Hampshire, BH24 3SQ, this is also the address that you can write to if you need to contact us.
1.3 You can also contact us by phone on 01425 484280 or by email at veho@hci.co.uk

2.1 Please make sure that the details that you provide to us about yourself are complete and accurate.
2.2 Unless you tell us otherwise, we will assume that you are purchasing the products for your own use. If you are purchasing on behalf of someone else, please be aware that our agreement will still be with you and you will be responsible for complying with the obligations set out in these terms and conditions, including payment obligations.
2.3 We sell products for personal use only. Unless we have agreed otherwise we do not make any promise that our products will be suitable for business use and we recommend that they are not used for business purposes.
2.4 If we need to contact you about your order, we will usually do this by email, using the email address associated with your account. We may also contact you by phone or by post, again using the details associated with your account.
2.5 Before you place your order, please make sure that all of your details are correct. If any of your details change after you place your order you should let us know straight away so that we can continue to get in touch with you if we need to.

3.1 All orders must be placed via the website. You can place an order by adding the product or products that you want to order to your basket, proceeding to the checkout and then following the on-screen process.
3.2 Once you place an order, you will receive an automated email confirming receipt of your order. If you do not receive this within 24 hours of placing your order please check your spam folder. If you are still unable to locate the email please contact us by sending an email to veho@hci.co.uk to check that we have received your order.
3.3 Provided that we are able to accept your order (see paragraph 8.2 for more information about circumstances in which we cannot accept an order) we will dispatch the products as described in paragraph 6 and will send you an email to confirm this. Our email confirming dispatch constitutes acceptance of your order and will form a legally binding contract between us and you for the sale of the products, governed by these terms.

4.1 Before ordering a product, please read the description carefully to ensure that you understand all the key features of the product and that it meets your requirements. If you have any questions, let us know.
4.2 We may display images of our products on the website. However, the way that these images will display on your screen will depend on the display settings of your device and therefore colours and other aspects of the products may look slightly different in real life to the way they look on-screen.
4.3 Any product packaging shown is for illustration purposes only and the packaging of the product you receive may be different.
4.4 Any warranty or guarantee provided with a product is in addition to and not in place of your rights under these terms and your other legal rights. See paragraph 9.3 for more information.

5.1 The price of our products (which includes VAT) is shown on the website, and the total price that you will pay will be shown during the order process.
5.2 We take all reasonable care to ensure that the price of the products indicated to you is correct. If we identify an error before we accept your order then we may decline to accept your order as described in paragraph 8.2, in which case you will be entitled to submit a further order at the correct price.
5.3 We take payment securely online through our PayPal service. We accept payment by Visa, Mastercard, Maestro, Solo, Visa Debit, Visa Electron and PayPal. We will take payment when we dispatch your order. If we are unable to take payment for any reason we will contact you and ask you to make payment by an alternative method. We will not be able to dispatch the products until cleared payment is received.

6.1 We will deliver your product(s) to the delivery address that you have provided.
6.2 We can only dispatch products to UK addresses.
6.3 The delivery costs that you will have to pay will be shown during the order process. By placing an order, you are agreeing to pay these in addition to the price of the product(s).
6.4 If we have the products in stock and we are able to accept your order, we will dispatch the products promptly following receipt of your order. The time period for delivery will be displayed during the order process. Where you order multiple products and only some are in stock we may wait until all products are in stock and then dispatch your order in full, or alternatively we may dispatch your order in instalments.
6.5 If a product is out-of-stock we will dispatch your order promptly following the product coming back into stock.
6.6 If your product is a pre-order, we will dispatch your product no later than the release date (provided that we have sufficient stock to do so).
6.7 You must ensure that someone is at home on the delivery date to accept delivery. Our courier may leave the product with anybody at the address you have given us for delivery, provided that they are or appear to be at least 18 years of age.
6.8 If you are aware that nobody is going to be at home you should provide alternative arrangements, for example a safe place where the products can be left or a neighbour who will accept delivery. In this case, our courier’s delivery of the products to the safe place or the neighbour’s address will complete our delivery obligations.
6.9 The product becomes your property and responsibility from the point at which it is delivered to you (or to a safe place you have chosen for delivery or another person you have asked us to deliver it to instead of you).
6.10 If we are unable to make delivery our courier will attempt to re-deliver on one occasion. If that re-delivery is unsuccessful then the products will be returned to our warehouse and you must contact us to arrange re-delivery (for which you may have to pay a reasonable additional fee) within 30 days. If you do not make arrangements for re-delivery within 30 days then we may cancel your order and end the contract.

7.1 Cancellation before dispatch
If you want to make any changes once you have placed your order but before your products have been dispatched (including cancelling your order or part of it) please let us know as soon as possible. We will try to make the change for you, but if the product is dispatched before we are able to make the change then you may need to return the product as described in paragraph 7.2.
If a refund is due, we will make the refund within 14 days using the same payment method you used to pay for the products.
7.2 Cancellation if you change your mind after dispatch
You have the right to cancel this contract within 14 days of receiving the products without giving any reason. To do so you must inform us by a clear statement (for example, a letter sent by post or an email. You must send your cancellation request before the 14 day period expires.
When you cancel, you must return the products to us at 4-6 Parkside, Christchurch Road, Ringwood, Hampshire, BH24 3SQ. You are responsible for the cost of return postage. Once we receive the products back from you, or evidence that you have returned them, we will refund you within 14 days, using the same payment method you used to pay for the products.
You will receive a full refund on the amount you paid for the products and for the delivery of the products to you unless:
• You have used the products in a way that goes beyond what would be necessary to generally examine them on receipt and check their features and functionality (in a way that is more than you would be allowed to examine the products in a shop), in which case we may make a reasonable deduction from the refund to take account of the loss in value of the products as a result of that use.
• You selected a premium postage option, in which case you will only receive reimbursement to the value of the products plus the basic delivery charge.
7.3 Cancellation if there is a problem with a product
If a product that you purchase is not of satisfactory quality, not fit for the purpose for which it would usually be used or a purpose that you told us you would be using it for before you placed your order or does not meet the description given on our website, you may reject the affected product within 30 days of receipt.
If you do not reject the product within 30 days, you may still reject it for up to six months after delivery provided that you first give us the chance to repair or replace the product and we are unable to do so.
You may also be able to reject the product later than six months after it was delivered if you can prove that there was a problem present when it was delivered. Please see the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06 for more information (Citizens Advice is an independent organisation and we are not affiliated with them in any way).
Where you reject the product because of a problem, you must return it to us but we will reimburse your reasonable costs of doing so. If the return is within six months of receipt of the product you will be entitled to a full refund of the price of the product and the delivery charges. The refund may be lower if you reject the product later than this. The refund may also be lower if we pay for the shipping back and the item is deemed not faulty or the return reason not correct. This would be a straight £10 deduction from the refund. The refund will be made within 14 days of us agreeing that you are entitled to it.
Certain of our products may also have a manufacturer’s guarantee which requires you to contact the manufacturer direct. Please follow the procedure set out in the manufacturer’s guarantee.
Please see paragraph 9.3 for more information on defective or incorrect products.
7.4 Cancellation for any other reason
Paragraphs 7.1 to 7.3 describe the cancellation rights that we offer and we will generally not be able to accept the cancellation of your order or the return of products other than in the circumstances described in those paragraphs. However, nothing in these terms is intended to override your ordinary legal rights and we will comply with our legal obligations to accept returns and issue refunds where otherwise required by law (for example product recalls).
7.5 Warranty starts from date of receipt and last for 12 months unless otherwise stated within the product page

8.1 Although we will normally be able to do so, we cannot guarantee to accept all orders placed via the website. You will receive an email confirming your order, but please be aware that this is generated automatically and does not mean that we have been able to accept your order. You should only consider your order to have been accepted once you receive an email confirming that your products have been dispatched.
8.2 We may occasionally be unable to accept orders for various reasons, for example because a product is out of stock or there was an error in the advertised price or description. If this is the case, we will let you know and, where possible, we will discuss other options with you, for example alternative products that may be available or the option of purchasing the product at the correct price.
8.3 We may also cancel your order after dispatch if we are unable to deliver the product to you and you fail to make arrangements for re-delivery within 30 days as described within paragraph 6.10. In this case we will give you a full refund within 14 days of the date on which we cancel your order.

9.1 Queries
If you have any queries about the website, your order or our products, please call 08456 88 88 22 or by emailing us at veho@hci.co.uk  and we will do our best to help you.
9.2 Problems
We work hard to ensure that all of our customers are satisfied with the service and the products that they receive. In the unlikely event that you do experience a problem with your order, please let us know by calling 01425 484280 or by emailing us at veho@hci.co.uk
9.3 Defective or wrong product supplied
We have a legal responsibility to supply products that are in conformance with our contract with you. Where there is a problem with a product you receive, please contact us using the details set out at paragraph 9.2 and we will discuss your options with you so that we can put things right, including repairing the defective product, replacing it or giving you a refund (see paragraph 7.3 for more information on rejecting the product).
We will check any products that are returned (either for a repair, replacement or refund) to verify the information that you have provided and identify the problem. If we are unable to identify any problem with the product, or we believe that the damage was caused by misuse or otherwise was not present when the product was delivered to you we reserve the right to refuse to accept the return and to return the product to you at your cost. If you disagree with this decision please see paragraphs 9.4 to 9.7 below.
9.4 Complaints
We take all complaints seriously. If we receive a complaint from you it will be reviewed by our customer care team who will respond to you within 28 days. If you are dissatisfied with this response you may request that your complaint be escalated, in which case it will be passed to a senior person in our business who will review your complaint and the initial response and provide a further response within 28 days of your request to escalate the matter.
9.5 Online Dispute Resolution service
If we are unable to resolve your complaint you may wish to submit a complaint via the Online Dispute Resolution service (see http://ec.europa.eu/odr). This is an independent portal provided by the European Union. We are not currently a member of any Alternative Dispute Resolution (ADR) schemes, but we will consider whether ADR is an appropriate method of resolving a dispute with you if we are unable to resolve it through our complaints procedure.
9.6 Other legal remedies
We take our legal responsibilities very seriously and have prepared these terms and conditions in accordance with your legal rights. The options described above are intended to describe or be in addition to your normal legal remedies and nothing in these terms will override or exclude any of your legal rights.
9.7 Limits of our responsibility
We are not responsible to you for the following types of loss or damage:
• Loss or damage of a kind that we could not reasonably have foreseen.
• Loss or damage arising out of use of the product for commercial, business or re-sale purposes.
• Loss or damage which results from you misusing the product.
• Loss or damage arising from wear or tear or otherwise from damage to a product arising after the time when it was delivered (except where that damage is caused by a problem which was present at the time it was delivered).
However, nothing in this paragraph 9.7 or otherwise in these terms is intended to limit or exclude our liability for death or personal injury caused by our negligence, for breach of your legal rights in relation to the products, for defective products under the Consumer Protection Act 1987 or otherwise where we are not permitted to limit or exclude our liability by law.

10.1 We will use the personal information you provide to us to supply the products to you, to process your payment for the products and to provide you with support after you have received the products.
10.2 If you choose to receive information about our other products and services we believe may be of interest to you then we may use your personal information for these purposes. You may stop receiving these communications at any time by contacting us and letting us know that you want to unsubscribe.
10.3 We will only give your personal information to third parties where the law either requires or allows us to do so.
10.4 See our privacy policy on our website for more information https://www.veho-lifestyle.co.uk/privacy-policy/

11.1 Any contract formed will be between you and us. No other person shall have any rights to enforce any of its terms.
11.2 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
11.3 These terms are governed by English law and you can bring legal proceedings in respect of the any disputes arising out of or in connection with your order, including any problems with the products, in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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HCI DISTRIBUTION LTD – PRIVACY NOTICE HCI Distribution Ltd is committed to respecting the privacy of our customers and the users of our website www.veho-lifestyle.co.uk/ (the Website). The following notice describes what types of information we collect from you, how it is used by us, how you can manage the information we hold and how you can contact us in connection with your use of our Website in accordance with the guidelines set out under the General Data Protection Regulation (GDPR). References to we, our or us in this privacy notice are to HCI Distribution Ltd. We will always give you the option not to receive marketing communication from us. We will never send you unsolicited ‘junk’ email or communications, or share your data with anyone else who might. We do not sell your information to third parties. We are registered in England and Wales under company number 04488504 and our registered office is at 4-6 Parkside, Christchurch Road, Ringwood, Hampshire, BH24 3SQ. This version of our Privacy Notice is live from 25th May 2018. 1. PERSONAL INFORMATION 1.1 When you use the Website, in particular if you have an online account with us, you may provide us with personal information about you such as your name, address, date of birth, telephone numbers (including mobile number) and email address (personal information). We are committed to protecting your privacy, and will only use your personal information in accordance with applicable data protection legislation, including the Data Protection Act 1998 and the General Data Protection Regulation. 1.2 Where you create a user account with us, you will be required to provide some basic data about yourself. This is information that we consider necessary or desirable so that we can properly administer your account and provide the website to you. If you do not agree to us holding this information about you, please do not register. 1.3 You are entitled by law to ask for a copy of your personal information at any time. Please contact us using the details in paragraph 10. You are entitled to ask us to correct or update your personal information at any time by contacting using the details in paragraph 10. 2. USES MADE OF THE INFORMATION 2.1 We (and our representatives) may use your personal information for the purposes of: 2.1.1 carrying out our obligations under any contracts entered into between you and us including processing any order(s) you make and delivering products to you; 2.1.2 authorising payments and/or sending a bill to you; 2.1.3 maintaining the account you hold with us; 2.1.4 ensuring that our Website is presented in the most effective manner for you and your computer; 2.1.5 providing you with information, products and/or services that you request from us or which we feel may interest you, or undertaking surveys or market research, where you have consented to be contacted for such a purpose; 2.1.6 notifying you about a change to our Website or services; and 2.1.7 record-keeping and tracking your use of the Website through use of cookies and log files (see paragraphs 6 and 7 below). 2.2 If you do not want us to contact you in the way set out at paragraph 2.1.5 you can “opt out” by indicating this when submitting email forms on the Website, by clicking on our unsubscribe link on any of our email correspondence, or by emailing us at veho@hci.co.uk with a unsubscribe request 2.3 By using our Website and submitting personal information, you consent to us using your personal information in the way described in this privacy notice. You have the right to withdraw this consent at any time, which you may do by contacting us as described in paragraph 10. Please note, however, that the withdrawal of your consent will not affect any use of the data made before you withdrew the consent and there may be instances where we rely on another legal basis to process your data e.g. to perform a contract for the sale of products. 3. INFORMATION WE WILL SHARE We share your information in very limited circumstances. This will be to a carefully selected service providers, for example a delivery service. We would only pass on the information required for them to perform that service on our behalf; they cannot use your data for any other purposes e.g. their own marketing purposes. With our insurance company our insurers for claims (or potential claims) purposes. Social media platforms for marketing purposes. We use third party payment service providers which are integrated into our website. When you pay using one of these methods e.g. PayPal, you are redirected to the providers portal. Your use of these services are subject to the terms and conditions (and privacy policies) of the payment providers. We will never sell your information. We will always comply with all relevant data protection legislation including the General Data Protection Regulation. Dealbuyer.com will not transfer any personal data outside of the European Economic Area (EEA). 4. RETENTION, UPDATING AND REMOVAL OF YOUR PERSONAL INFORMATION 4.1 Where you provide us with personal information during the course of your usage of the Website, we may retain this information for future use, including: 4.1.1 to speed up your future use of the Website, for example retaining your delivery address for future orders; 4.1.2 for record keeping purposes, such as keeping a record of orders that you place or content that you submit; 4.1.3 for exercising our rights, such as publishing content that you submit in accordance with our terms of use; and/or 4.1.4 for providing on-going services. 4.2 The duration for which we retain your personal information will differ depending on the type of information and the reason why it was submitted. However, in some cases personal information may be retained on a long term basis: for example, basic personal information about you will normally be retained for so long as you maintain an account with us, and personal information that we need to retain for legal purposes will normally be retained for at least six years in accordance with usual commercial practice and regulatory requirements. 4.3 You are responsible for ensuring that the personal information that we hold about you is accurate and up-to-date, and you should check it on a regular basis. Much of the personal information that we hold about you can be updated through our Website, and where this personal information changes you can update it yourself. If you are unable to do this however you can contact us using the details in paragraph 10 and, where appropriate, we will update the relevant personal information for you. 4.4 If you wish to close your account with us please contact us. The closure of your account will result in the deletion of some of the personal information that we hold about you, but we may still retain some personal information, for example for record keeping purposes or where it is included in content that you have submitted to us which we have published on our Website or elsewhere in accordance with our terms of use. 4.5 If you are intending to move any of your personal information to another website, please let us know before you close your account so that we can make arrangements to provide you with a copy of your personal information. 4.6 You may in certain circumstances be entitled to request the erasure of personal information that we hold on you. To make a request of this nature, please contact us in using the details under paragraph 10, providing full details of the personal information you want to be erased and the reason(s) for your request. We will consider all requests upon receipt and confirm to you whether we are able to agree to your request. 4.7 Please be aware that the erasure of personal information that we hold about you may affect our ability to provide the Website and the services associated with it to you and in some cases our acceptance of an erasure request may require your account to be closed. 5. COOKIES 5.1 Certain parts of the Website use “cookies” to keep track of your visit and to help you navigate between sections. A cookie is a small data file that certain websites store on your computer’s hard-drive when you visit such websites. Cookies can contain information such as your user ID and the pages you have visited. The only personal information a cookie contains is information that you have personally supplied. For more information about the cookies we use, please request our cookie policy. 5.2 We use cookies on the Website to enable us to deliver content that is specific to your interests and gives us an idea of which parts of the Website you are visiting and to recognise you when you return to the Website. Reading cookies does not give us access to other data on your computer’s hard-drive and our Website will not read cookies created by other websites that you have visited. 5.3 You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. If, however, you select this setting you may be unable to access certain parts of the Website. Unless you have adjusted your browser settings so that it will refuse cookies, our system will issue cookies when you access the Website. 5.4 Please note providers of third party content may also use cookies over which we have no control. 6. LOG FILES 6.1 In common with most websites, our Website logs various information about visitors, including internet protocol (IP) addresses, browser type, internet service provider (ISP) information, referring / exit pages and date / time stamp. 6.2 We may use this information to analyse trends, administer the Website, track your movement around the Website and gather broad demographic information. However, we do not link this information to personally identifiable information. 7. SECURITY 7.1 The Website has numerous security measures in place to protect the loss, misuse and alteration of information under our control, such as passwords and firewalls. We cannot, however, guarantee that these measures are, or will remain, adequate. We do, however, take data security seriously and will use our reasonable endeavours to protect the integrity of the information you provide. 7.2 If you register to use secured parts of the Website, in particular if you have an online account with us, you may be asked to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities that occur under your password. If you know or suspect that someone else knows your password you should notify us immediately at the address provided in paragraph 10 below. If we have reason to believe that there is likely to be a breach of security or misuse of the Website, we may require you to change your password or we may suspend your account until your identity has been verified and the account has been satisfactorily secured. 7.3 Our Website may, from time to time, contain links to and from other websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites. 8. ISSUES AND COMPLAINTS 8.1 In the unlikely event that you have any concerns about how your personal information is being used, please contact us as described in paragraph 10. This includes situations where you want to request the rectification or erasure of your personal information, restrictions to be placed around how we use your personal information, or to object to a particular use. 8.2 If you make a complaint about our handling of your personal information, it will be dealt with in accordance with our complaints handling procedure. In the first instance it will be reviewed by our customer care team who will respond to you within 28 days. If you are dissatisfied with this response you may request that your complaint be escalated, in which case it will be passed to a senior person in our business who will review your complaint and the initial response and provide a further response within 28 days of your request to escalate the matter. 8.3 If we are unable to resolve your complaint, you may make a complaint to the Information Commissioner’s Office. Please see https://ico.org.uk/for-the-public/raising-concerns for more information. 9. CHANGES TO THE PRIVACY NOTICE We reserve the right to alter this privacy notice at any time. Such alterations will be posted on the Website by us. It is important that you read any such alterations as and when they are posted on the Website by us and should you object to any alteration, please contact us using the web contact form on our Website. 10. CONTACTING US If you need to contact us about any matters relating to the personal information we hold on you, you can write to us at Data Protection Officer, HCI Distribution Ltd, 4-6 Parkside, Christchurch Road, Ringwood, Hampshire, BH24 3SQ, alternatively, please email our Data Protection Officer veho@hci.co.uk. 11. FURTHER INFORMATION 11.1 We hope that the contents of this privacy notice address any queries that you may have about the personal information we may hold about you and how we may use it. However, if you do have any further queries, comments or requests, please contact us as described in paragraph 10 above. 11.2 Whilst this privacy notice sets out a general summary of your legal rights in respect of personal information, this is a very complex area of law. More information about your legal rights can be found on the Information Commissioner’s website at https://ico.org.uk/for-the-public/ Contact For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@veho-global.com
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