Viscum endeavours to ensure that all orders placed before 11:00 GMT on a working day are dispatched upon the same day, however this will not always be possible. Ordinarily you will receive your order within 5 working days, depending on stock availability. If when your order is placed we expect a longer delivery timeframe we will aim to contact you via your account details to notify you of an expected delivery timeframe. If the delivery timeframe is not suitable we will issue a full refund. Please note that Viscum does not guarantee the delivery timeframe of any order placed. Viscum shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in the delivery of an order. Should you have not received your order within 28 days of placing it, you may contact Viscum quoting your order number. We will then provide you with an estimated delivery timeframe or alternatively may offer a full refund.
When delivered to you, it is your responsibility to inspect the goods that have been received. Viscum will not accept any liability for any loss or damage that has been incurred during transit unless Viscum has been informed in writing (via email sent to firstname.lastname@example.org) within 48 hours. Viscum reserves the right to either dispatch a replacement(s) or missing item(s), or to provide a refund for the item(s) damaged or missing. Should an item be damaged, we may wish to arrange for the damaged item(s) to be collected or require that you dispose of the item(s), or alternatively we will request that you return the damaged item to us via courier. Should Viscum wish to collect damaged item(s), you must ensure that they are easily available for collection and in their delivered condition.
Under no circumstances shall Viscum be liable for consequential loss or damage arising from the damage or loss of an order during its return transit.
Free Shipping is standard for most addresses within mainland UK excluding parts of the Scottish Lowlands, the Scottish Highlands, Isle of Man, Isles of Scilly, Isle of Wight and Northern Ireland. This is due to couriers passing additional charges to these areas. Should an order be placed from one of these locations, we will contact you to inform you of the additional charges applicable, at which point there will be an opportunity to cancel the order with a full refund being provided.
If under any circumstance you wish to return goods purchased from us, please contact us first to help us resolve the situation quickly and efficiently.
You have the right to cancel any online order within 14 working days of receipt. You must return the goods to us in new and unused condition, with seals intact. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Any product you return must be in the same condition you received it and in the original packaging and you must be able to provide proof of purchase or receipt. If the goods arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.
On such occasions, you must contact Viscum in writing (or via email sent to email@example.com), quoting your order number and the item(s) that you wish to be returned, prior to returning the product(s). Once Viscum has received and acknowledged your requirement, they will provide you with the necessary procedure which you must ensure is followed.
Viscum will provide a full refund for these item(s) once received in original condition, excluding any carriage charges that may have been incurred when initially dispatching the order. When returning goods, you must use a recorded courier to deliver them to us*, this cost will be incurred by you the customer unless explicitly expressed otherwise. Please obtain a receipt for your return package which can be used to track the item(s) you are returning. Goods are your responsibility until they reach our warehouse, so please ensure that you package them well to prevent any damage in shipping. In all cases, except where an item is faulty, goods returned must be in their original condition and will be inspected on arrival. If for some reason they do not arrive at our warehouse, we accept no liability for returned goods that we fail to receive, or for those that get damaged when being shipped to us.
*Please note that we cannot process Paypal or Klarna refunds in store. Should you wish to return an item you have paid for using Paypal or Klarna you will need to return the item to us via recorded courier as above.
Please note all returns must have an order number clearly marked on the inside of the packaging. This can be found on your order confirmation email or on the invoice you received with your order. Failure to do this may result in a delay to the refund of your card. Any online refunds will take up to 14 days from receipt of the parcel to our warehouse.
Items cannot be returned or exchanged after 14 days from receipt of the original purchase unless faulty and still under manufacturer warranty or guarantee.
Your statutory rights are not affected by our returns policy. If you have any other questions regarding returns, please contact us here.
DELIVERY DAMAGED ITEMS
When goods are delivered to you, it is your responsibility to inspect the goods that have been received. The Company will not accept any liability for any loss or damage that has been incurred during transit unless the Company has been informed in writing (via email sent to firstname.lastname@example.org) within 48 hours. The Company reserves the right to either dispatch a replacement(s) or missing item(s), or to provide a refund for the item(s) damaged or missing. Should an item be damaged, the Company may wish to arrange for the damaged item(s) to be collected or require that you dispose of the item(s), or alternatively we will request that you return the damaged item to us via courier. Should the Company wish to collect damaged item(s), you must ensure that they are easily available for collection and in their delivered condition.
Under no circumstances shall the Company be liable for consequential loss or damage arising from the damage or loss of an order during its return transit.
If faulty goods are received you must notify us within 14 working days. Please consult with us prior to returning any faulty item to enable us to attempt to assist before items are returned. Items returned for repair are subject to verification & variable processing times. Once we have verified the damage we will supply replacements as required, where not possible we will ask you to return the goods to us in line with our Returns Policy. You must fill out a Returns request form which will be provided by a member of our customer services team. Where goods returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.
RETURNS FOR GOODS WITH MANUFACTURER WARRANTIES & GUARANTEES
Warranties & Guarantees are offered by manufacturers only and are product specific, if you are unsure whether the product(s) you are purchasing have an implied warranty or guarantee please contact us.
We work with the manufacturers to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund return postage costs under the manufacturers guarantee if the goods are returned to us within 14 days of the original purchase and meets the return policy & manufacturer requirements. We will not refund return postage costs for guarantee/warranty returns unless the product becomes faulty within the first few weeks of receipt. We can only offer replacements parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.
For more details see our Terms & Conditions