All about your order

Returns & complaints

As a private customer, you can cancel your purchase within 14 days. You can find the full details about returns in our cancellation policy.

Your parcel has been delivered, but the packaging or the goods are damaged? Then please note our information on transport damage.

Notes on transport damage

Content

How do I start a return?

Simply contact us by e-mail or telephone regarding your return or complaint. We will then guide you through the next steps.

Monday to Friday

08:30 am to 6 pm

01508 53 50 59

Write us an e-mail regarding your return:

info@visunext.co.uk

Our address:

visunext UK Ltd

Victory House, Chequers Road

Tharston, Norfolk, NR15 2YA

How do I return the item to you?

After you have declared your cancellation by phone or e-mail you can follow our simple guidelines for the proper return of your goods. The return costs will be your responsibility.

Return of small items

Click here for a printable version of the Guide in PDF format.

Download PDF

Return of large items

Here you can find the Raben/TNT guide in printable PDF format

Download PDF

When will the purchase amount be refunded?

After the return has been received by us and checked by our logistics department, we will refund the purchase amount to the original means of payment.

What should I do if the packaging is damaged in transit?

Unfortunately, it can happen that the packaging or even the goods are damaged during transport. If the packaging of your delivery is visibly damaged on arrival, this constitutes transport damage

This applies to both private and commercial orders:

Make sure you have this damage noted by the deliverer on the consignment note or the confirmation of receipt and document the damage with photos.

Depending on the shipping method, different steps apply - if in any doubt, refuse acceptance of the goods. This should always be the case if the damage is significant. Inform us immediately and send us the photos of the damage and your order number.

Without a prompt damage report, a later complaint may not be considered.

What should I do in the event of concealed transport damage to the goods?

If the packaging was in perfect condition on delivery, but the goods inside were damaged, this is considered to be concealed transport damage. This is also referred to as Dead onArrival (DOA).

In this case, the following applies to private and commercial orders: Report the damage to us no later than 48 hours after receipt of the goods and leave the goods and packaging in their original condition. Please send photos of the damage and your order numberto us immediately. Only with complete and timely documentation can we process your case quickly.

Summarised: What you should do if...

Transport per:	Packaging damaged	Packaging perfect, goods damaged	We need...
Parcel service (UPS or TNT)	Refuse to accept the parcel from the delivery company and request confirmation of the damage. Report the damage immediately to our complaints department	Report the damage to the parcel service within 48 hours at the latest and request confirmation of the damage. Leave the goods in the condition they were in when the damage was discovered. Report the damage to our claims department immediately	Photo of the damage, box and product Order number
Raben / Davies Turner	Unpack the goods in the presence of the lorry driver and have the damage noted on the consignment note. Refuse to accept the goods. Report the damage immediately to our complaints department and the haulage company	Report the damage immediately to our claims department	Consignment note with confirmation of damage Photo of the damage Order number

Important: To ensure that your claim is processed quickly and smoothly, please submit all documents in full and on time.

More about your returns and complaints

Do you still have questions?

We are also happy to advise you personally - we look forward to your call or email! If you would prefer us to call you back free of charge, simply leave us your contact details now.

Advice & Contact