Refunds & Cancellations

Because we buy goods from third-party suppliers on your behalf, what we can refund depends on how far your order has progressed. This policy explains what happens at each stage. It forms part of our Terms of Service.

Submitting a request and receiving a quotation is free. You can decline a quotation or withdraw your request at any time before you approve it, at no cost.

If you cancel after approving a quotation but before we have placed the order with the supplier, we will refund your payment, minus any costs we have already incurred for your order, for example sample, verification or bank transfer charges. We will tell you about any deductions before processing the refund.

Once we have paid the supplier, cancellation depends on the supplier's own policy. We will ask the supplier to cancel on your behalf and pass on any amount they return to us, minus costs already incurred.

Custom-made, personalised or made-to-order goods usually cannot be cancelled once production has started.

Where an inspection is part of your order and the goods do not match the agreed specifications, or are damaged or defective, we will tell you before the goods ship. We will then work with the supplier to arrange, where possible:

• A replacement or repair.
• A partial refund or price adjustment, if you choose to accept the goods.
• A full or partial refund from the supplier, if the order is cancelled.

Once goods have been handed to Vhim Cargo or another carrier, they generally cannot be cancelled. Issues during shipping, such as loss or transit damage, are handled under the carrier's terms, and we will help you with any claim.

If you find a problem when you receive your goods, contact us as soon as possible with photos and details. We will help you pursue a remedy with the supplier or under any manufacturer warranty, but we cannot guarantee the outcome where goods were not inspected before shipping.

Once the related work has been carried out, the following are not normally refundable:

• Sourcing service fees for work already completed.
• Inspection fees for inspections already carried out.
• Shipping, warehousing and customs charges already incurred.
• Bank, transfer and currency conversion charges.

Preorder campaigns and promotions may have their own cancellation terms, which will be shown when you join them. Where a preorder does not go ahead, for example because it does not reach its minimum quantity, we will refund your payment in full.

Approved refunds are paid back using your original payment method where possible, or by another method we agree with you. We process refunds as soon as reasonably possible; where we are waiting for money to be returned by a supplier, your refund will follow once we receive it.

If you have questions about a cancellation or refund, contact the Vhim Buy team using the request form on our website or through your Vhim Buy account manager. We aim to respond to all enquiries as soon as reasonably possible.