Terms, returns & your rights

The shop

Voxel Vibes
Legal seller: Casey Johnson and Nathan Cleary

34 Haggerston Road Borehamwood WD6 4BX

voxelvibesuk@gmail.com

Free delivery. Dispatch within 1–2 working days. Current delivery information.

Ordering and your contract

These terms apply to consumer purchases from this website. You can review your items, personalisation, delivery details and total before paying. A sales contract is formed when payment is successfully confirmed and we accept the order in our order confirmation. An unpaid basket or a custom-model enquiry is not an order. We keep a copy of the agreed order information and provide it in your confirmation. The contract language is English. Contact us promptly about a mistake; changes after an order is accepted need agreement and may not be possible once production has started. This does not limit cancellation or faulty-goods rights.

Prices and payment

Prices and payments are in pounds sterling. We are not VAT registered and do not charge VAT. The checkout total includes the items and the delivery charge shown before payment. No additional paid option is added without your agreement.

Delivery

We deliver to England, Scotland and Wales only. Delivery is not offered to Northern Ireland, the Channel Islands, the Isle of Man or overseas. Dispatch is the time to make and send an item, not its arrival date; the delivery estimate shown with your order is additional. Working days exclude weekends and bank holidays. A custom project may have a different timescale, agreed before ordering. Unless a different date is expressly agreed, we will deliver without undue delay and within 30 days of the contract. We remain responsible for delivery until you, or someone you nominate, receives the goods. Contact us if an item is late, missing or damaged. Your legal rights for late delivery remain unchanged.

Personalisation

Check spelling, capitalisation, dimensions and colour choices before paying. We make agreed personalisation from the information you supply. Screen colours and printed materials may look slightly different, but this does not excuse a material difference from the agreed description. For a custom project we agree the specification, price, delivery and cancellation information before you order.

Cancelling standard goods

For items with a change-of-mind cancellation right, you may cancel from the time you order until 14 days after the day you, or your nominated recipient, receives the goods. If items in one order arrive separately, the period ends 14 days after receipt of the last item. No reason is required. Tell us by email or post using a clear statement before that deadline; the optional cancellation form below can help. Send the goods back to our returns address within 14 days after telling us. You pay the direct return postage for a change of mind. Opening packaging to inspect goods does not itself remove this right.

Personalised goods

The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, for example an item printed with your chosen name. Printing an otherwise standard product after you order, or choosing a standard colour or size, does not by itself remove your right to cancel. Any applicable exception must be explained before you order. Faulty, damaged, misdescribed or otherwise non-conforming goods retain their legal protections, including personalised goods.

Refunds

For a valid change-of-mind cancellation, we refund the price and any standard outward delivery charge. Any extra cost of a delivery upgrade is not refundable. We refund without undue delay. If goods need to be returned, we may withhold the refund until we receive them or evidence of return, whichever is earlier, and refund within 14 days of that event. If no goods need to be returned, we refund within 14 days after you tell us you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. A deduction may be made only for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. There is no restocking or cancellation fee for exercising this right.

Faulty or misdescribed goods

Your goods must be of satisfactory quality, fit for their agreed purpose and as described. If they are not, you normally have a short-term right to reject them for a refund within 30 days of delivery. After that, you may be entitled to a repair or replacement, and in the circumstances set out by law a price reduction or final refund. A fault reported within six months is generally treated as present on delivery unless we show otherwise or that presumption is incompatible with the goods or fault. These rights can continue beyond six months. We cover reasonable return costs for goods that do not conform to the contract. Contact us with your order reference or another proof of purchase and describe the problem; photos can help but are not a condition of your statutory rights. Do not continue using an item you believe is unsafe. Nothing in these terms limits your legal consumer rights.

Complaints

For an order, return or service complaint, email our customer contact address or write to our business address below. Tell us what happened, any order reference and the outcome you want. We will investigate, keep you informed and explain our response. If we cannot resolve a complaint, we will give you the information required about an appropriate alternative dispute resolution provider and whether we are willing or required to use it. You can also seek independent help from Citizens Advice. These terms do not restrict your right to pursue a legal remedy.

Contact us about a complaint

Returns address

Voxel Vibes
34 Haggerston Road Borehamwood WD6 4BX

Tell us if you are cancelling, or contact us about a fault, using the details above. You do not need our permission to exercise a statutory right.