Return Policy

At vcustoms.co.uk we want you to be totally happy every time you shop with us. Occasionally though, we know you may want to return items.

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any of these items within a period of 14 working days, beginning with the day after the day on which the item is delivered. This applies to all of our products. However, we regret that we cannot accept cancellations of contracts for the purchase of any bike specific motorcycle parts including (but not limited to) exhausts, Rizoma parts, Roland Sands Design Parts, R&G Parts, Burley Brand Parts and any other motorcycle parts or video, DVD and audio products where the item/s has/have been unsealed.

For all types of returns simply e-mail us at returns@vcustoms.co.uk and let us know your reason for returning the item.  We will then provide you with instructions which you will need before returning the item.  Once you have these, simply pack the relevant item securely in similar outer packaging to which it was sent to you (please note DO NOT place packing or any other tape over the product packaging - this will be deemed by us as damaged and we reserve the right to charge you for it), with a note quoting your code. This must completed and with us within 14 days of you receiving the goods.

For goods returned from outside mainland UK and the Channel Islands the following must be written legibly on both the packaging and customs declaration. 'MAIL ORDER GOODS RETURNED FOR EXCHANGE - DO NOT CHARGE DUTY'. It is mandatory to contact our returns department before returning any goods to us. 

Please make sure the item is returned protected during transit with outer packaging similar to that with which it was sent to you (please note DO NOT place packing or any other tape over the product packaging - this will be deemed by us as damaged and we reserve the right to charge you for it) All items being returned for exchange / refund must reach us in a re-saleable condition which includes their immediate outer packaging and any tags, labels still attached.  Please also make sure that you include the ORIGINAL or copy of the original delivery note.

For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. We cannot be held responsible for returned goods until they reach us.

Please note: Motorcycle Parts (but not limited to) exhausts, Rizoma parts, Roland Sands Design Parts, R&G Parts, Burley Brand Parts and any other motorcycle parts/products where the item/s has/have been unsealed from their original packaging, Videos, CDs, DVDs, tapes, electrical goods, computer software, earrings and underwear that have been opened cannot be returned unless faulty.

Free Returns: at V Customs (unlike some online retailers) we don't charge you a restocking fee for any item that you wish to return to us for any reason. Please note that this does not mean that we will cover the cost of any postage charges for you to return an item or for us to send a replacement.

Contact Us / Check Status

If you have any queries concerning a return you wish to make or to check the status of an item that has been returned, please contact our returns department directly at returns@vcustoms.co.uk

Unhappy with Purchase

If for any reason you are unhappy with your purchase, (not applicable to Special Orders see below for details) you may return it to us for a replacement (where possible) or full refund of the purchase price. All items must be returned in a saleable condition, in its original package and with all labels attached. The item must be protected with outer packaging similar to that with which it was sent (please note DO NOT place packing or any other tape over the product packaging - this will be deemed by us as damaged and we reserve the right to charge you for it) Postage costs are not refundable.  Please note: where the item has been subject to our Free Postage promotion V Customs reserves the right to charge £10.00 to cover our outgoing postage costs and administration fees.

Return of any Motorcycle Parts

We regret that we cannot accept cancellations of contracts for the purchase of any bike specific motorcycle parts including (but not limited to) exhausts, Rizoma parts, Roland Sands Design Parts, R&G Parts, Burley Brand Parts and any other motorcycle parts/products where the item/s has/have been unsealed from their original packaging.

Exchange for Different Product / Size

If you are living outside of the United Kingdom and wish to exchange an item for a different size or an alternative product, please note that we make a charge for repacking and administrative costs which can be calculated using the table below. Please note that a charge of £7.99 is applicable to exchanges being delivered anywhere within the United Kingdom.

Due to higher shipping charges, all CHANNEL ISLANDS goods will be charged at the EU rate.

Damaged Item

If your goods have arrived with a manufacturing defect, or are inherently faulty, please return the goods to us within 14 days of receipt where we will be happy to process an exchange (where possible) or refund.

Damaged in Transit

If you suspect that your goods have been damaged whilst in transit, we would ask you to report this within 48 hours of receipt so that a claim may be made against our couriers. You can report this to returns@vcustoms.co.uk We would then ask that the goods be returned to us within 7 days from when you reported the damage where we will be happy to process an exchange (where possible) or refund.

Incorrect Item

Try as we might to avoid them, mistakes can sometimes happen so in the event that you receive an item from us that is incorrect you will need to send these back to us within 7 working days for us to replace or refund the item(s). If we receive the item back after 7 working days have expired, then we regret that we will not be able to replace or refund.

Special Orders

Any goods that are non-stock items and have to be specially ordered are non-refundable. For example any bike specific motorcycle parts, helmets with a special finish, or non-standard size.  Non Stock and non-standard clothing sizes including XXS, XXXL and upwards.  We will advise you if we have to specially order your item, if this is the case then that item will be subject to this policy.  Please note any items that we have agreed to supply a manual electronic invoice for (not including postage invoices) are always considered Special Orders and are therefore non returnable/refundable.  

Please note any items that we have agreed to supply a manual electronic invoice for (not including postage invoices) are always considered Special Orders and are therefore non-returnable/refundable. On the manual invoice screen you will be required to tick a box to confirm your agreement to these terms "before" you purchase. 

Sale Purchases

Products purchased during our Sale periods are subject to our standard Returns policy.

Gift Items

If an item has been received as a gift we can only refund the original payer.

If you have received a free gift item as part of a special offer or promotion
If you decide to return item(s) from your order for a refund that subsequently no longer qualifies you for the free gift item, you must include the free gift with the return. V Customs reserves the right to charge you the full RRP for the free gift item.

Processing Time

Returns may take up to 10 days to be processed after arriving with us, and refunds may take up to 14 days to clear. When your return has been processed for an exchange or replacement we will inform you by letter or e-mail.

If a replacement item is out of stock then we will advise you by letter or email.

Address

If you are returning your items, please send your Returns to the following address:

V Customs Limited
Unit 2, Cedar Court
Halesfield 17
Telford
UK
TF7 4PF

Contact Returns Department

e-mail address – returns@vcustoms.co.uk