Returns & Exchanges

At Vado Shop, where design meets functionality, we are committed to your complete satisfaction. We stand behind the quality of our products, from our elegant Brushed Finish Kitchen Taps to our efficient Bathroom Towel Radiators. If you are not entirely happy with your purchase, our straightforward returns and exchanges policy is designed to make things right.

Our Policy

You have 15 calendar days from the date you receive your item(s) to initiate a return or exchange. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. You will need the original receipt or proof of purchase.

Non-Returnable Items

To ensure hygiene and safety, certain items cannot be returned or exchanged unless they are faulty or damaged upon arrival. These include:

• Toilets & Bidets: All types, including Back to Wall Toilets and Back to Wall Toilet Units.
• Basins
• Sanitaryware: Due to their personal nature, Bidets are strictly non-returnable for hygiene reasons.

Please inspect these products carefully upon delivery.

Step-by-Step Return/Exchange Process

1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you quickly.
2. Wait for Authorization: We will respond within 2 business days with a Returns Authorisation Number and instructions on where to send your item. Please do not send anything back without this number.
3. Pack and Ship: Securely pack the item in its original packaging and mail it to the address we provide. We recommend using a tracked shipping service for your protection. The customer is responsible for the cost of return shipping unless the item is faulty or incorrect.
4. Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange.

Refunds (If Applicable)

Upon approval, your refund will be processed, and a credit will be automatically applied to your original method of payment. Please allow:

• Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: 5-10 business days for the refund to appear in your account, depending on your card issuer’s or PayPal’s processing times.

Please note that the cost of original shipping is non-refundable. If you selected free shipping, the value of the standard shipping fee (£12.95) may be deducted from your refund.

Exchanges (If Applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please indicate this in your email, and we will guide you through the process.

Return Request Email Template

To expedite the process, please copy and paste the template below into an email and send it to [email protected].