Refund policy
This Returns & Refunds Policy applies to all orders placed through vailos.co.uk (the "Services"), operated by Vailos.
Your right to cancel
If you are a consumer ordering for personal use, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us within that period and then return the goods to us within a further 14 days.
This 14-day cancellation right does not apply to trade/business orders placed with a trade or business account, which are governed by the commercial terms agreed at the time of order.
Condition of returned goods
Arc flash and PPE garments must be returned unworn, unwashed, unaltered, and with all original tags, labels and certification markings attached and legible. For hygiene and safety-certification reasons, we cannot accept returns of garments that show signs of wear, washing, or removed/damaged certification labels, except where the item is faulty.
Branded or customised garments (e.g. with your company logo or force markings applied) cannot be returned unless faulty, as these are made to your specification.
Faulty or incorrect goods
If a garment arrives faulty, damaged, or is not what you ordered, you have rights under the Consumer Rights Act 2015 (for consumers) or under our standard trading terms (for trade accounts). Contact us as soon as possible with your order number and photos of the issue, and we will arrange a repair, replacement or refund as appropriate, at no cost to you.
How to start a return
Email us at sales@vailos.co.uk or call +44 161 768 3792 with your order number before sending anything back, so we can confirm the return and the address to send it to.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 14 days. Depending on your card issuer, it may take a few extra days for the refund to appear on your statement.
Return shipping costs
For a change-of-mind return under the 14-day cancellation right, you are responsible for the cost of returning the goods unless we sent the wrong item or the item is faulty, in which case we cover return shipping.
Contact us
For any question about a return or refund, email sales@vailos.co.uk, call +44 161 768 3792, or write to Vailos, Unit A1, Tamerton Road Business Park, Plymouth PL6 7FR, United Kingdom.