Return & Refund Policy

Thanks for shopping at viners.co.uk we hope that you are happy with your purchase but if not you can return your item(s).

Cancelling an Order

• You may cancel an order at any point from placing the order up to fourteen (14) calendar days from the day after delivery of the item(s) to you. To do this you need to tell us that you want to return an item by emailing customerservice@rayware.co.uk, calling 0151 486 1888 or writing to Viners, 26-32 Spitfire Road, Triumph Trading Park, Speke Hall Road, Liverpool, L24 9BF.
• From the date of you telling us that you will be returning your item, you have 14 days to do so. In order to return the items please follow the instructions set out in the To return your parcel section below.
• Once we have received the goods, we will refund your credit or debit card within 14 days (save that if you have paid any additional amount for anything other than our standard delivery service we will not refund that additional amount). Refunds will be made to the same payment method you used to make the purchase. You will need to pay for the return delivery which will be deducted from the amount that is being refunded.
• Unless otherwise stated, we will not refund any delivery charges if you cancel after 14 days or if you only cancel part of your order.
• Items that are being returned must be unused, in the same condition that you received them and in their original packaging. We reserve the right to refuse providing you with a refund if the item(s) are not returned in an acceptable condition or are damaged.

Faulty Goods

If you believe your item(s) are defective, please contact us immediately to report your defective product and we will help resolve your issue as you may be entitled to a refund or an exchange for the faulty item(s).

You have legal rights if we supply goods that are not as described, fit for purpose and of satisfactory quality. Your legal rights include the following:

• If you receive faulty goods, you have the right to reject your item and receive a refund within 30 days of purchase.
• If your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases, within six months of purchase.
• If your goods do not last a reasonable length of time you may be entitled to some money back, within six years of purchase.

If you want to return a faulty product, please provide us with your order confirmation email.

If you wish to exercise your legal rights to reject your items then you must post them back to us (only after you have discussed the problem with us first). We will pay the costs of postage if the goods are faulty.

To return your parcel

Step 1

Complete the returns form that was included with your order.

Step 2

Attach the pre-printed DPD returns label to the outside of your parcel.

Step 3

Visit http://www.dpd.co.uk/apps/shopfinder/ to find your nearest DPD pickup point*

Step 4

Drop off at your nearest DPD pickup point where you will be given a receipt card so that you can track your parcel.

Shipping

• If you choose to return an item, you will be responsible for the cost of the return which is £3.95 (for returns from mainland UK excluding Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands and Scilly Isles) unless the item is faulty or misdescribed, in which case there will be no charge. The cost of return shipping will be deducted from your refund.
• If you cancel your order within the 14 days cooling off period, we will refund any original delivery costs but you will need to pay for the return postage.
• If you cancel after 14 days or if you only cancel part of your order, unless otherwise stated, we will not refund any delivery charges.
• You must return your item using the DPD returns label which will be provided within your parcel or using any other arrangement agreed with us in advance.

**Postcodes without DPD Pickup Shops include

For returns to the postcodes without DPD pickup shops please contact us at sales@rayware.co.uk