Refund Policy

1. Introduction

At Vital Hydrographic Printing (UK) Ltd we are committed to providing high-quality hydro dipping and customisation services. If you are not entirely satisfied with your purchase or the service provided, we are here to help. This Refund Policy outlines the conditions under which refunds will be issued.

2. Eligibility for Refunds

2.1 Service Dissatisfaction: If you are dissatisfied with the quality of the service provided, please contact us within 7 days of receiving the service. We will work with you to address your concerns and, if necessary, provide a partial or full refund based on the circumstances.

2.2 Incorrect Services: If the services provided do not match the agreed-upon scope of work, please notify us within 7 days. We will review the issue and, if verified, offer to redo the service or issue a refund.

2.3 Cancelled Services: If you need to cancel a scheduled service, please notify us at least 48 hours in advance. Cancellations made within this timeframe will be eligible for a full refund of any deposit paid. Cancellations made less than 48 hours in advance may result in a partial refund or forfeiture of the deposit, depending on the circumstances.

3. Non-Refundable Items

3.1 Custom Parts and Accessories: Any custom-ordered parts or accessories are non-refundable once the order has been placed, unless they are defective or incorrect as per the order details.

3.2 Completed Services: Services that have been fully completed to the agreed-upon specifications are non-refundable, except in cases of verified defects or errors in workmanship.

4. Process for Requesting a Refund

4.1 Contact Us: To request a refund, please contact us via email or phone within the relevant timeframe specified in this policy. Provide your name, contact details, service date, and a detailed description of the issue.

4.2 Evaluation: We will evaluate your request and may require further information or evidence (e.g., photos of the issue). We aim to respond to all refund requests within 5 business days.

4.3 Resolution: Based on our evaluation, we will determine the appropriate resolution, which may include redoing the service, offering a partial or full refund, or another mutually agreed solution.

5. Refunds Processing

5.1 Method of Refund: Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed. Please note that refunds to credit cards may take 5-10 business days to appear on your statement, depending on your bank or card issuer.

5.2 Partial Refunds: In cases where a partial refund is granted, the amount will be calculated based on the extent of the issue and the portion of the service that was unsatisfactory or incomplete.

6. Contact Information

If you have any questions or need further assistance regarding our Refund Policy, please contact us at:

Vital Hydrographic Printing (UK) Ltd
Unit 27 Emerald Way, Stone Business Park, Stone, ST15 0SR
accounts@vitalhydrographic.co.uk
01785 818804