Refund policy
Last updated: April 2026
We want you to be completely satisfied with your purchase. This policy explains how returns, refunds and exchanges work when you buy from Van-X-Van Ltd.
1. Your Right to Cancel (Consumer Contracts Regulations)
If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving the goods, followed by a further 14 days to return them. To cancel, you must contact us by email or phone. If you cancel your entire order, you will receive a full refund including any delivery costs if cancelled before in receipt of the items. Refunds are processed within 14 days of receiving the returned goods. You are responsible for the cost of returning items, which must be in reasonable condition. We may reduce your refund if the goods show handling beyond what is necessary to inspect them.
To cancel, please contact us;
Email: info@van-x.co.uk
Telephone: 01782 280888
2. Returns (30-Day Policy)
We offer a 30-day returns policy for unwanted items. To be eligible, items must be returned within 30 days of delivery and kept in a resalable condition. Where possible, original packaging should be included. Please note that if an item shows signs of excessive handling that reduces its value, we may make a deduction from your refund.
3. Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible so we can assist. We may ask for photos or further details to assess the issue. Depending on the situation, we will arrange a repair, replacement, or refund. Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of receipt for a full refund. All items must be returned to us before we can send a replacement or issue a refund. After this period, we will offer a repair or replacement where appropriate.
4. How to Return an Item
Before returning any item, please contact us so we can guide you through the process. The Claims & Returns form should always be completed before sending any items back to us.
Returns should be sent to:
Van-X-Van Ltd
Van-X House
Dewsbury Road
Fenton Industrial Estate
Stoke-on-Trent
Staffordshire
ST4 2TE
Unless the item is faulty or incorrect, you are responsible for return shipping costs. We recommend using a tracked and insured service (for higher priced goods), as the goods will remain your responsibility until they are safely received by us.
5. Refunds
Once your returned item has been received and inspected, we will process your refund within 14 days. Refunds will be issue using the original payment method. Any additional delivery charges, such as express shipping, are non-refundable.
6. Exchanges
We are happy to offer exchanges where stock is available. Please contact us to arrange this. If there is a price difference between the original and replacement item, we will adjust the cost accordingly. Please also note there is an additional charge for shipping for any replacement items being sent.
7. Non-Returnable Items
We may not accept returns for items that have been installed or used, are not in a resalable condition, unless they are faulty.
8. Warranty Returns
If you are returning an item under warranty, it must be sent back to us for inspection. Once received, we will assess the item and confirm whether the claim is valid. If approved, we will repair or replace the item in line with the warranty terms.
9. Late Returns
Returns outside the 30-day period may not be accepted.
In some cases, we may offer an exchange at our discretion.
10. Need Help?
If you have any questions about returns or refunds, please contact our team:
Email: info@van-x.co.uk
Telephone: 01782 280888
We’re here to help and will always aim to resolve things quickly.