Returns & Refund

This Policy applies to goods and services supplied by Calfab Limited trading as Vanbitious.

Calfab Limited
Company number: SC702491
Unit 8, 109 Urquhart Road
Aberdeen
AB24 5NH
United Kingdom

Email: hello@vanbitious.co.uk
Telephone: 0330 1225192

1. Scope and customer status

1.1 This Policy applies principally to goods purchased through the Vanbitious ecommerce store.

1.2 A “Consumer” is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

1.3 A “Business Customer” is a customer purchasing wholly or mainly for business, trade, commercial, professional, fleet, hire, resale or organisational purposes.

1.4 Consumer and Business Customer rights differ. Sections expressly applying to one category apply only to that category.

1.5 Nothing in this Policy excludes or restricts a right that cannot lawfully be excluded or restricted.

2. Inspection on delivery

2.1 Customers should inspect all parcels promptly after delivery and before signing an unchecked delivery receipt where reasonably possible.

2.2 Apparent transit damage, missing parcels, missing components or incorrect items should be reported to hello@vanbitious.co.uk within 24 hours of delivery.

2.3 The report should include:

  • the order number;

  • photographs of the unopened parcel;

  • photographs of all exterior packaging;

  • photographs of the shipping label;

  • photographs or video of the damage;

  • details of missing components; and

  • a copy of any delivery note.

2.4 Packaging must be retained until the matter has been investigated.

2.5 Prompt reporting helps us preserve evidence and pursue the carrier. A Consumer’s statutory rights are not automatically lost because a report is made after 24 hours.

2.6 For Business Customers, visible damage, shortages or incorrect items must be reported in writing within 24 hours of delivery. Subject to rights that cannot lawfully be excluded, we may reject a Business Customer claim for visible damage or shortage reported after that period where the delay has materially prejudiced our ability to investigate or recover from the carrier.

2.7 Signing a delivery record does not prevent a valid claim for damage that could not reasonably have been identified at delivery.

3. Consumer right to cancel an online order

3.1 A Consumer purchasing goods online, by email or by telephone will normally have 14 calendar days after delivery to tell us that they wish to cancel without giving a reason.

3.2 Where one order is delivered in separate consignments, the cancellation period normally begins on the day after the final item is delivered.

3.3 A Consumer may also notify us that they wish to cancel before delivery.

3.4 Cancellation must be communicated by a clear statement sent to hello@vanbitious.co.uk.

3.5 The notification should include:

  • the Consumer’s name;

  • billing and delivery address;

  • order number;

  • description of the goods; and

  • date of delivery.

3.6 A statutory cancellation takes effect when the Consumer sends a clear cancellation statement. It does not depend on our approval.

3.7 A model cancellation form is available at:

https://vanbitious.co.uk/pages/cancellation-form

3.8 Use of the model form is optional. A Consumer cannot be required to use a particular form or returns portal to exercise a statutory cancellation right.

4. Returning cancelled goods

4.1 After notifying cancellation, the Consumer must return the goods without undue delay and no later than 14 days after notifying us.

4.2 Before dispatching a return, the Consumer must contact hello@vanbitious.co.uk for:

  • the correct return address;

  • a return reference;

  • packaging requirements;

  • dangerous-goods instructions where applicable; and

  • any available collection arrangements.

4.3 Requiring return instructions does not make statutory cancellation dependent on our approval. However, the Consumer may be responsible for avoidable loss, damage or additional cost caused by ignoring reasonable return or safety instructions.

4.4 Goods must not be returned to a manufacturer, distributor, partner company or unrelated workshop unless we authorise this in writing.

4.5 Unannounced in-person returns may be refused where immediate acceptance would be unsafe or operationally impractical.

4.6 At least one working day’s notice is required before delivering returned goods to our workshop in person. A confirmed appointment must be obtained for lithium batteries, large electrical equipment and other hazardous or bulky goods.

4.7 The Consumer should retain proof of dispatch until the refund is completed.

4.8 Goods remain the Consumer’s responsibility during return transport except where we arranged and controlled collection.

5. Condition of change-of-mind returns

5.1 A Consumer may inspect goods only to the extent reasonably permitted in a physical shop.

5.2 Unless reasonably necessary to establish the nature, characteristics and operation of the goods, the Consumer should not:

  • install or fit the goods;

  • connect them to a vehicle or electrical system;

  • energise, charge or discharge electrical equipment;

  • fill equipment with fuel, water, oil or another substance;

  • register or activate software or manufacturer accounts;

  • remove protective films;

  • cut, drill, crimp, terminate or modify any part;

  • mark terminals or mounting points;

  • apply adhesive, sealant or fixing materials;

  • dismantle the goods;

  • expose the goods to weather or contamination; or

  • use them for their intended operational purpose.

5.3 We may make a lawful deduction from the refund for diminished value caused by handling beyond what would reasonably be permitted in a shop.

5.4 Where installation, use, activation, contamination or damage has removed all reasonable resale value, the deduction may be substantial and could equal the product price where permitted by law.

5.5 Goods should be returned complete with:

  • accessories;

  • cables;

  • fixings;

  • manuals;

  • security seals;

  • protective materials;

  • promotional items; and

  • any other supplied components.

5.6 Original packaging is strongly recommended, particularly for fragile, electrical, high-value or dangerous goods.

5.7 Missing original packaging does not by itself remove a statutory cancellation right, but we may deduct any proven reduction in value caused by missing or damaged packaging where permitted by law.

5.8 The Consumer is responsible for secure and suitable return packaging. We may make a lawful deduction where inadequate packaging causes damage.

6. Change-of-mind return costs

6.1 The Consumer is responsible for the direct cost of returning change-of-mind goods where this obligation was disclosed before purchase.

6.2 We do not provide free change-of-mind collection unless expressly stated.

6.3 Large, heavy, fragile or dangerous goods may require specialist transport and may not be accepted by ordinary parcel carriers.

6.4 Where we agree to arrange return transport, the Consumer authorises us to deduct the disclosed direct transport cost from the refund where permitted by law.

6.5 Premium outbound delivery charges are not refundable. We will refund only the cost of the least-expensive standard outbound delivery option offered for the order.

6.6 If the order qualified for free standard delivery, no additional outbound-delivery refund is due.

7. Goods excluded from change-of-mind cancellation

7.1 Statutory change-of-mind cancellation rights may not apply to:

  • goods made to the Consumer’s specifications;

  • clearly personalised products;

  • fabricated or cut-to-size goods made for the order;

  • bespoke wiring, looms or configured assemblies made to an individual specification;

  • sealed goods unsuitable for return for genuine health or hygiene reasons once unsealed;

  • sealed software once unsealed;

  • goods inseparably mixed with other items after delivery;

  • goods physically incorporated into a vehicle or installation where separation is no longer reasonably possible; or

  • any other category lawfully exempt from cancellation.

7.2 A product is not automatically exempt merely because it was:

  • ordered from a supplier;

  • imported;

  • allocated from stock;

  • discounted;

  • sold in a sale;

  • an electrical component;

  • a battery;

  • a lithium battery; or

  • described as a special order.

7.3 Where a product is genuinely exempt because it is made to specification or clearly personalised, this will be identified before purchase where reasonably possible.

7.4 These exclusions do not remove rights relating to faulty, unsafe, misdescribed or incorrectly supplied goods.

8. Lithium batteries and dangerous goods

8.1 Lithium batteries are regulated dangerous goods for transport purposes.

8.2 A lithium battery must not be returned through an ordinary postal or parcel service unless that carrier expressly accepts the battery and all dangerous-goods requirements are satisfied.

8.3 The Customer must contact us before returning any lithium battery.

8.4 We may require:

  • battery photographs;

  • voltage or diagnostic information;

  • confirmation of condition;

  • terminal protection;

  • approved inner and outer packaging;

  • dangerous-goods labels; and

  • collection by an approved carrier.

8.5 A battery that is damaged, swollen, leaking, overheating, punctured, short-circuited or otherwise unsafe must not be dispatched without specific written instructions.

8.6 The Customer is responsible for loss, carrier charges, fines or damage caused by knowingly sending a battery unlawfully or contrary to clear safety instructions, except to the extent caused by Vanbitious.

8.7 Lithium batteries are not automatically excluded from a Consumer’s statutory cancellation rights solely because they are dangerous goods.

8.8 For a change-of-mind return, the Consumer is responsible for the direct compliant transport cost where properly disclosed before purchase.

9. Electrical components and installation

9.1 Before purchasing, the Customer is responsible for checking stated dimensions, voltage, capacity, rating and compatibility.

9.2 Advice provided by Vanbitious is based on information supplied by the Customer. We are not responsible for incorrect advice caused by incomplete or inaccurate Customer information.

9.3 Professional installation is strongly recommended for electrical, heating, fuel, gas, structural and high-current equipment.

9.4 Damage caused by incorrect installation, reverse polarity, short circuit, overloading, incompatible equipment, unsuitable cable sizing, incorrect configuration or operation outside manufacturer instructions is not a product defect.

9.5 If an item is returned as faulty but testing reasonably establishes that:

  • no fault is present;

  • the issue was caused by installation;

  • the item was incorrectly configured;

  • the connected system was incompatible; or

  • the item was used outside its limits,

we may return the item to the Customer.

9.6 We may charge reasonable diagnostic and return-delivery costs where no product fault exists, provided those costs are disclosed before chargeable testing or return transport is carried out.

10. Faulty, unsafe, misdescribed or incorrect Consumer goods

10.1 Goods supplied to Consumers must be:

  • of satisfactory quality;

  • fit for any purpose made known to us;

  • as described;

  • correctly installed where installation is part of the Contract; and

  • compliant with other applicable statutory requirements.

10.2 A qualifying Consumer may have a short-term right to reject faulty goods within 30 days.

10.3 After the short-term rejection period, Vanbitious will normally be entitled to provide a repair or replacement before a refund or price reduction becomes due, unless the law provides otherwise.

10.4 If repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable time and without significant inconvenience, the Consumer may have a statutory right to a price reduction or final rejection.

10.5 A manufacturer warranty does not replace the Consumer’s statutory rights against Vanbitious as the seller.

10.6 A Consumer is not entitled to a remedy for a problem caused by:

  • misuse or accidental damage;

  • normal wear and tear;

  • incorrect installation not performed by Vanbitious;

  • operation outside manufacturer instructions;

  • modification or attempted repair;

  • incompatible connected equipment;

  • failure to maintain the product; or

  • a defect expressly disclosed before purchase.

10.7 To report a suspected fault, contact hello@vanbitious.co.uk with:

  • the order number;

  • product and serial number;

  • a detailed description;

  • installation details;

  • photographs or video;

  • relevant readings or fault codes; and

  • details of any alteration or attempted repair.

10.8 We may request reasonable diagnostic information or inspection before confirming the remedy.

10.9 The Customer must stop using goods where continued use could cause injury, fire, electrical damage or further deterioration.

10.10 No unsafe product should be returned until appropriate transport instructions have been provided.

11. Transit damage and carrier claims

11.1 The Customer must not discard damaged packaging before we confirm that it is no longer required.

11.2 We may require photographs of all sides of the packaging, internal protection, labels and product.

11.3 Where possible, clearly damaged delivery packaging should be recorded with the carrier as damaged.

11.4 The Customer must cooperate reasonably with a carrier investigation.

11.5 A Consumer’s rights remain against Vanbitious where risk had not passed to the Consumer before the damage occurred.

11.6 We may decline a discretionary carrier-damage claim where evidence was destroyed or reporting was unreasonably delayed and that delay materially prevented investigation. This does not remove a Consumer remedy that remains required by law.

12. Incorrect orders and compatibility mistakes

12.1 The Customer should check product specifications before ordering.

12.2 Ordering the wrong voltage, capacity, dimensions, colour, fitting or configuration is normally treated as a change-of-mind return rather than a product fault.

12.3 Where the Customer supplied inaccurate Vehicle or system information, the Customer is responsible for resulting return and redelivery costs unless the law provides otherwise.

12.4 If Vanbitious supplied an item inconsistent with the accepted order, we will provide the remedy required by law and cover reasonable return costs.

13. Pre-orders and estimated availability

13.1 Pre-order and supplier-allocation dates are estimates unless expressly guaranteed.

13.2 Manufacturer, shipping, customs and distributor delays may affect availability.

13.3 A standard pre-order is not automatically exempt from Consumer cancellation rights.

13.4 Bespoke or clearly personalised pre-orders may be exempt where the legal conditions are met.

13.5 If we cannot supply an order, we will provide the refund required by law.

14. Refund processing

14.1 For a valid Consumer change-of-mind cancellation, we may withhold the refund until:

  • the goods have been received; or

  • the Consumer provides evidence of return,

whichever occurs first.

14.2 Subject to that right, refunds will be processed without undue delay and normally no later than 14 days after the applicable event.

14.3 Refunds will be issued using the original payment method unless the Customer expressly agrees otherwise.

14.4 No payment-processing or administration fee will be deducted from a valid statutory Consumer cancellation refund.

14.5 Lawful deductions may be made for:

  • diminished value caused by excessive handling;

  • missing components;

  • avoidable damage;

  • a disclosed direct return cost arranged by us; and

  • other deductions expressly permitted by law.

14.6 We may retain evidence of the returned condition, testing and refund calculation.

15. Business Customer purchases

15.1 Business Customers have no statutory Consumer change-of-mind cancellation right.

15.2 Business Customer orders are non-cancellable once accepted unless Vanbitious agrees otherwise in writing.

15.3 Without limiting clause 15.2, we may refuse cancellation or return of:

  • specially sourced goods;

  • supplier-allocated goods;

  • imported products;

  • configured or assembled systems;

  • fabricated or cut-to-size goods;

  • electrical components that have been connected;

  • opened consumables;

  • installed products;

  • lithium batteries;

  • clearance goods; or

  • products that cannot reasonably be resold as new.

15.4 A Business Customer must inspect goods immediately on delivery.

15.5 Visible transit damage, shortages and incorrect items must be reported in writing within 24 hours.

15.6 A latent defect must be reported promptly after discovery and within the applicable contractual warranty period.

15.7 Any Business Customer return requires prior written return authorisation.

15.8 Unauthorised Business Customer returns may be refused or returned at the Business Customer’s cost.

15.9 Where we voluntarily accept a Business Customer change-of-mind return:

  • the goods must be unused and complete;

  • the original packaging must be intact;

  • the Business Customer bears all transport and insurance costs;

  • risk remains with the Business Customer until receipt;

  • the return may be subject to inspection and testing; and

  • a restocking charge of up to 20% of the net product price may apply.

15.10 Original outbound delivery charges are not refundable on a voluntary Business Customer return.

15.11 Nothing in this section excludes any Business Customer right that cannot lawfully be excluded.

16. Workshop and installation services

16.1 This Policy is principally for ecommerce goods. Workshop bookings, deposits and service cancellations are also governed by our Terms and Conditions.

16.2 A Consumer entering a qualifying distance or off-premises service contract will normally have 14 days after the Contract is formed to cancel.

16.3 If the Consumer requests that Services begin during that period, we will obtain an express request.

16.4 If the Consumer cancels after Services have begun, they may be required to pay a proportionate amount for Services properly supplied before cancellation.

16.5 The cancellation right may be lost once Services have been fully performed where the Consumer expressly requested early performance and acknowledged that consequence.

16.6 No automatic change-of-mind right normally applies to Services booked entirely at our workshop.

17. Exchanges

17.1 We do not normally provide direct exchanges.

17.2 Eligible goods may be returned for a refund and a new order placed.

17.3 We may agree an alternative arrangement at our discretion.

18. Chargebacks and payment disputes

18.1 Customers are encouraged to contact us before starting a chargeback so that we have an opportunity to investigate and resolve the matter.

18.2 This request does not restrict any statutory or contractual right available through a bank, card provider or payment service.

18.3 We may provide the payment provider with relevant order records, delivery evidence, correspondence, photographs, testing results and other evidence.

19. Contact and return authorisation

All cancellation, return, damage and fault enquiries should be sent to:

Calfab Limited trading as Vanbitious
Unit 8
109 Urquhart Road
Aberdeen
AB24 5NH

Email: hello@vanbitious.co.uk
Telephone: 0330 1225192

Do not send or deliver returned goods to the above address without first obtaining the correct return instructions and, for an in-person return, a confirmed appointment.