Refund policy

At Vactera, we want customers to shop with confidence. This policy explains how order cancellations, returns, exchanges and refunds are handled.

1. Thirty-day return window

You may request a return within 30 calendar days of receiving your order.

To qualify for a change-of-mind return:

The return request must be submitted within 30 days of delivery.
The correct product and all supplied components must be returned.
The product must not be damaged through misuse, neglect or unauthorised modification.
Accessories, charging stations, brushes, filters, cables, manuals and other included components must be returned.
The product should be securely packaged, preferably in its original packaging.

Customers may inspect a product to determine its nature, characteristics and functionality. We may reduce a refund where the product has been handled or used beyond what is reasonably necessary and its value has been reduced.

Your statutory rights for faulty, damaged, incorrectly supplied or misdescribed products are not affected.

2. How to request a return

Before returning a product, contact Vactera using the details below:

Email: mathisamongis@gmail.com
Telephone: +44 7446 366075

Please provide:

Your full name
Your order number
The product you wish to return
The reason for the return
Photographs or video where the product is faulty, damaged or incorrect

Once your return request has been approved, we will provide return instructions and, where applicable, a prepaid return label.

Products should not be returned without first contacting us.

3. Free return shipping

Vactera provides free return shipping for eligible returns from UK delivery addresses.

We will provide a prepaid return label or arrange another suitable return method. No restocking fee will be charged.

If you arrange your own return shipping without our prior agreement, the shipping cost may not be reimbursed.

The customer remains responsible for the product until it has been handed to the approved carrier or delivered to our return address.

4. Order cancellations

Orders enter processing shortly after they are placed. We therefore cannot guarantee that an order can be cancelled or changed before dispatch.

You may contact us immediately at mathisamongis@gmail.com to request cancellation. Where the order has not yet entered fulfilment, we will make reasonable efforts to cancel it.

If the order has already been dispatched, you may return it under this 30-day policy.

Nothing in this section limits any cancellation right available under UK consumer law.

5. Damaged, faulty or incorrect products

Please inspect your order as soon as reasonably possible after delivery.

The product arrived damaged.
The product is faulty.
You received the wrong product.
Components are missing.
The product differs materially from its description.

Send your order number and clear photographs or video of the issue to mathisamongis@gmail.com.

Depending on the circumstances and your statutory rights, we may provide:

Technical assistance
Replacement components
A repair
A replacement product
A partial refund
A full refund

For confirmed faulty, damaged, incorrect or misdescribed products, Vactera will cover the reasonable cost of return shipping.

UK consumers generally have a 30-day short-term right to reject goods that are faulty, not fit for purpose or not as described.

6. Products that cannot be returned

A change-of-mind return may be refused where:

The request is submitted after the 30-day return window.
The product has been damaged through misuse, neglect or accidental damage after delivery.
The product has been modified or repaired without authorisation.
The returned product is not the product originally supplied.
Essential parts or accessories are missing.
A consumable component has been fully used.
The product has been contaminated or returned in an unsafe condition.

These restrictions do not remove your rights where a product is faulty, damaged on arrival, incorrectly supplied or misdescribed.

7. Return inspection

Returned products will be inspected after they arrive.

We will contact you when the return has been received and confirm whether the refund has been approved.

Where information or components are missing, we may contact you before completing the refund.

8. Refunds

Approved refunds will be issued to the original payment method.

Refunds will normally be processed within 14 calendar days after:

We receive the returned product; or
You provide acceptable evidence that the product has been returned, where legally applicable.

Your bank, card issuer or payment provider may require additional time to display the refund.

UK rules require qualifying refunds to be made without undue delay and within the applicable 14-day period.

9. Shipping charges

Standard delivery from Vactera is free.

Because no standard delivery charge is collected, there is no standard outbound shipping charge to refund.

Where a customer purchased an optional premium or expedited delivery service, the additional premium delivery charge is not normally refundable beyond any amount required by applicable law.

10. Exchanges

We do not normally process direct exchanges.

Where you need a different product, colour or model, please return the original eligible product for a refund and place a new order.

A replacement may be provided directly where the original product was faulty, damaged, incorrect or missing essential components.

11. Failed or refused delivery

Where an order is returned to us because:

The delivery address was incorrect or incomplete.
The customer refused delivery.
The parcel was not collected.
The carrier could not complete delivery after reasonable attempts.

We will contact the customer to arrange redelivery or a refund.

Reasonable additional costs arising from an incorrect address or repeated failed delivery may be deducted where permitted by law. This does not apply where the carrier or Vactera caused the delivery failure.

12. Statutory rights

This policy is provided in addition to your rights under applicable UK consumer law.

Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.

13. Contact information

Vactera
27 The Dashes
Harlow
England
CM20 3RP