Refunds

We want you to enjoy the products you purchase from us. If you have any problems or want to return items, please email us on info@vidrate.co.uk.

This website is operated by NR Enterprise Limited. Throughout the site, the terms “we”, “us”, “our” and “the company” refer to NR Enterprise Limited. NR Enterprise Limited offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. NR Enterprise Limited is the exclusive owner of the brand ViDrate. 

Cancellation rights under the Consumer Contracts regulation 2013

SUBSCRIPTION: If you wish to cancel your subscription service, there is no fixed term to this option other than the first 14 days outlined in the next sentence. A new customer can not order and cancel their subscription within the first 14 days or before receiving the product. Product must be dispatched and trialed by the customer before attempting cancellation. After the first 14 days you may cancel at any point if you wish to do so but the cancellation period may take up to two working days. Please note that you will still be charged for any box which is dispatched before we receive your notice of cancellation.

If, within the first 14 days of the order being processed, the product is sent to a returning customer and they wish to receive a refund, the item must be returned back as originally sent with no damage, the product must be in suitable retail condition for future use if required. If this is adhered to, the Company will refund the customer the full amount less the postage and service fee (£3.00), the customer must also pay for their own postage + packaging to return the goods. On receiving the goods, the Company will check the condition and only then will they issue a refund. Please allow 2-3 working days for refund to return to customer bank account. After 14 days, the company reserves the right to issue any refund. Please return all goods to ViDrate, 60 Hartismere Road, London SW6 7UD.

Not withstanding the proceeding paragraphs, the company shall have no obligation to repay any monies or refund any subscriptions that have been actioned in the month prior to the customer cancelling any such subscription, nor shall the company be liable for any actual or perceived losses arising by the customer following the cancellation of a subscription.

Should a customer wish to cancel their subscription and the monies has already left the customer's bank account, the company reserves the rights to refuse a refund. The customer may or may not wish to still receive their product, even though they have cancelled and the monies have left their account however the company maintains the right to refuse a refund as outlined in the sentence prior to this sentence.


It is the responsibility of the customer to ensure cancellation has occurred 48 working hours before the monies are due to leave their bank account. The cancellation can be completed within the customer's account online.


FIRSTMONTHFREE offer: This offer is available FREE on the first month of subscription (postage not included £2.99) to the first time customer only, thereafter the customer will pay £14.95 as per the product page URL. The customer is only able to take advantage of ONE unit/pack/quantity size per email address and per household. For clarity, ONE unit/pack/size is 30 sachets only.

VIDRATE BOTTLES AND NON SUBSCRIPTION GOODS: You have the right to cancel orders for goods bought online during the period of 14 working days, beginning with the day after the day on which you receive the goods, and receive a refund. This 14 day refund offer does not apply to any subscription service unless the customer is within the first month of their subscription. Customers outside the UK have 14 days to cancel orders under these rights. If you wish to rely on your statutory rights, you are required to cover the cost of returning the cancelled items to us. All refunds will be made within 30 days of notice of cancellation.

Should a customer wish to cancel their order and the monies has already left the customer's bank account, the company reserves the rights to refuse a refund.

 

Damages / Incorrect Goods


We will cover the costs associated with replacing damaged or incorrect goods and refund any charges associated with returning them if this is required. Amendments to orders can be made by contacting ViDrate via email and only when permission is granted. If an order has already been dispatched, then postage costs will apply

Products Returned Exceeding the Cancellation Period

Please email on info@vidrate.co.uk quoting your order reference number.

How to request a return or refund:

Please email on info@vidrate.co.uk quoting your order reference number and stating the reason for the return or refund. If products are damaged upon arrival or do not objectively meet the description given on the website, please email us to arrange a return within 14 days of receipt. You are legally obliged to take reasonable care of the goods while they are in your possession. If you require a refund due to a damaged product, we will refund the value of your order for those goods, plus the cost of return postage up from the UK and other territories. Refunds will be made within 7 days of our receipt of the returned goods.