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Returns Policy

Introduction
This returns policy sets out our rules and policies relating to the return of products purchased from us. It should be read in conjunction with our terms of sale and our delivery policy. 

The circumstances in which you are entitled to return products, and the consequences of any return of products, vary depending on whether you are a business customer or a consumer.

Section 2 applies only to business customers, while sections 3 and 4 apply only to consumers. All other sections in this policy apply to business customers as well as to consumers.

Nothing in this returns policy affects any statutory rights you may have as a consumer.

Returns by business customers
Products may only be returned to us in accordance with the returns procedure set out in Section 5 below.

Products may only be returned for exchange or replacement where:

  • the products do not conform with the warranties set out in Section 11 of our terms of sale; or
  • we have sent the incorrect products to you (through our error).

In these circumstances we will pay for the reasonable costs of returning the products to us, as well as the re-delivery charges.

In the event that we agree to the return of a product for exchange or replacement in any circumstances other than those detailed above, you will remain or become liable to pay:

  • the original delivery charges
  • the cost of returning the products to us
  • the delivery charges in respect of the replacement or exchanged products and
  • a restocking fee calculated as 30% of the order value.

Any products returned in contravention of this Section will not be the subject of any replacement or exchange (or refund) and you will continue to be liable for payment of the price of, and delivery charges for, such products.

Returns by consumers other than under the Distance Selling Regulations
Products should be returned to us in accordance with the returns procedure set out in Section 5 below.

Products may only be returned for a refund or exchange or replacement where you have a statutory right under English law to return the products, for example because the products are defective or do not conform with the description on our website. (Note that returns under the Distance Selling Regulations are covered in Section 4 below.)

Where you have a statutory right to return the products (other than under the Distance Selling Regulations or equivalent legislation) we will pay for the reasonable costs of returning the products to us, as well as any re-delivery charges.

Any products returned in contravention of this Section will not be the subject of any refund or replacement or exchange and you will continue to be liable for payment of the price of, and delivery charges for, such products.

Returns by consumers under the Distance Selling Regulations
If you are a consumer you may cancel the contract to purchase a product or products at any time within 7 working days after the day you received the relevant product or products.

Please note that you will not have the right to return products to us where: 

  • the products have been made to your specifications or are clearly personalised or
  • the price of the products is dependent upon fluctuations in financial markets which we cannot control.
  • If you cancel a contract on this basis, you must inform us in writing and return the products to us immediately, in the same condition in which you received them.


Products returned by you in accordance with this Section 4 will be refunded in full, including the delivery cost you have paid to us. However, you will be responsible for paying the cost of returning the product to us.

If you cancel a contract on this basis and you do not return the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we may pass that expense on to you.

Returns procedure
In order to take advantage of your rights under this returns policy, you should:

  • contact us via email at info@thevendbox.com or telephone on +44(0)203 880 7777 and, once we have agreed on a refund, replacement or exchange, we will issue you with a reference number
  • return all products to unused, unfolded and new condition, in the original packaging or other secure packaging, including the reference number that we give to you
  • use a traceable postage or shipping method and
  • if you are posting products from outside the UK, return the package back to us with any applicable customs duties paid. (We will not accept any deliveries, nor process any refunds, exchanges or replacements where there are outstanding customs duties in respect of the products you are returning to us.)

We will check all products you return to us for completeness and damage, before we process any exchange, replacement or refund.

Consumers: refunds
Where you are entitled to a refund, we will usually refund your money in the same way you made the original payment to us.

We will use reasonable endeavours to refund the amount you are entitled to within 5 working days of our acceptance of the returned goods in accordance with this returns policy.

Improper returns
Where you return products in contravention of this policy (and where you do not have any other legal right to return the products):

  • we will not refund or exchange the products
  • we may retain the returned products until you pay to us such additional amount as we may charge for processing and re-delivery of the returned products and
  • if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned products in our sole discretion without any liability to you.

About us
Our full name is Thrillscape UK Ltd.
Our registered address is 85 High Street, Tunbridge wells, Kent, TN1 1XP.
Our company registration number is 8974767.
Our email address is info@thevendbox.com