At Vado Shop, we blend exquisite design with unparalleled functionality to bring you premium bathroom and kitchen products. We want your shopping experience, from browsing our Anthracite Grey Radiators to selecting the perfect Brushed Finish Kitchen Tap, to be seamless and satisfying. This policy outlines our shipping and returns procedures to ensure you are fully informed.

Shipping Information

We are proud to ship our products globally, excluding some parts of Asia and remote locations.

Order Processing

Please allow 1-2 business days for us to process your order before it is dispatched.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx. Your order will typically arrive within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS. Your order will typically arrive within 15-25 business days after dispatch.

You will receive a tracking number via email once your order is on its way, allowing you to monitor its journey to you.

Returns & Exchanges Policy

Your happiness is our priority. If you are not completely satisfied with your purchase, we offer a straightforward returns and exchange process within a specified period.

Eligibility

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 and in the same condition as when you received it.
  • The item must be in its original packaging.
  • You must have the original receipt or proof of purchase.

Non-Returnable Items

To uphold the highest standards of hygiene and safety, the following items are non-returnable and non-exchangeable unless they are faulty or damaged upon arrival:

  • Toilets & Bidets: All types, including Back to Wall Toilets and Back to Wall Toilet Units.
  • Basins & Sanitaryware: Due to their personal nature, Bidets and basins 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 below to provide all necessary information.
  2. Wait for Authorization: We will respond within 2 business days with a Returns Authorisation Number and instructions. 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 upon arrival. 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 use the following template when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Dear Vado Shop Customer Service,

I would like to request a return/exchange for my recent purchase.

Order Number: [Please insert your order number]
Full Name: [Your Full Name]
Product Name(s): [e.g., Anthracite Grey Radiator, Brass Kitchen Tap]
Reason for Return/Exchange: [Please specify the reason here]
Preferred Resolution: [Refund / Exchange]

I have read and understood the Returns & Exchanges policy.

Thank you for your assistance.

Sincerely,
[Your Name]

Note: This policy does not affect your statutory rights as a consumer.

Need Help?

Our friendly customer service team is here for you. Contact us at [email protected].

Vado Shop
44 The Terrace, Paradise St
Liverpool, GB L2T 5ML