TERMS & CONDITIONS

This website is owned and operated by Vista Vela Ltd, a company registered in England and Wales (Registration No 15783357).

These terms and conditions (the "Terms") are the terms which apply when you use the website vistavela.co.uk. By using any part of this website, completing your customer registration with us and/or placing an order on the website you agree to be bound by the Terms. Any reference to "Vista Vela", "we", "us" or "our" in these Terms is a reference to Vista Vela Ltd and any reference to "you" or "your" means you, the user of the website.

We reserve the right to amend or update these Terms at any time if necessary for our business operations, including for compliance with legal, regulatory, or security requirements. We will inform you of any significant changes, but we recommend reviewing the Terms each time you make a purchase to ensure you agree with how we conduct business. If you disagree with any changes, please refrain from using our website. All changes take effect immediately upon being posted on the website. Any modifications made after you place an order will not impact that order unless legally required.

If you have any questions, concerns or comments about our Terms, please contact our Customer Service team.

By agreeing to these Terms, you confirm that all the information and details you provide to us (including during registration) are accurate, truthful, and up-to-date in every aspect.

In using the website, you agree that you will not: (i) use the website in any manner that causes, or is likely to cause, interruption, damage, or impairment to the site or access to it; (ii) use the website in a way that could harm the name of Vista Vela Ltd or damage the goodwill or reputation associated with our brand; (iii) use the website for any criminal, fraudulent, or illegal activities, or in any way that could cause harm or distress to others; (iv) access or attempt to access other users' accounts or try to bypass the website’s security measures; or (v) use the website for any purpose other than your personal use.

We reserve the right to suspend, restrict, or terminate your access to the website at any time without prior notice if we have reasonable grounds to believe you have violated any of these terms, or if we suspect fraudulent account activity or behaviour.

While we will take reasonable measures to ensure a fast and reliable service, we cannot guarantee that your use of this website will be free from interruptions or errors. We are not responsible for any disruptions, loss, or corruption of materials during transmission, or for any loss or corruption of material or data downloaded onto any computer system.

Cookies Policy

When you use our website, we may place and access cookies on your computer or device. These could be first-party cookies (set and used solely by us) or third-party cookies. You can adjust your browser's privacy settings to limit tracking cookies. We respect 'do-not-track' settings, so users who opt-out may have open and click activity visible, but their actions will not be tracked. For more information, please see our Cookies Policy.

Any personal information you provide to us will be handled in compliance with all relevant laws and regulations. For more details on how we use your personal information, please refer to our Privacy Policy.

Placing an order

After placing an order for goods, you will receive an email confirming that we have received your order (referred to as the "order confirmation"). Another email will be sent to you once the goods have been dispatched from our warehouse; at that moment, a binding contract between us will be established.

Product description and packaging

The images of the products on our website are for illustrative purposes only. The packaging of the product may vary from that shown in images on our website.

If we cannot accept your order

If we are unable to process your order, we will notify you and will not charge you for the product. This could be due to the product being out of stock, unforeseen limitations on our resources that we could not have anticipated, an error in the product's price or description, or our inability to meet a delivery deadline you have requested.

Making changes to your order

If you need to modify or cancel an order, please reach out to our Customer Service team.

If you'd like to make a change, we will inform you whether the change is possible and provide details about any adjustments to the product's price, delivery schedule, or other relevant aspects resulting from your request. We will then ask for your confirmation on whether you'd like to proceed with the change. Additionally, we may update the product to comply with changes in applicable laws and regulations.

To simplify the process of ordering products on our website, we provide the option to register for a personal account.

During registration, you'll need to provide some personal information. After creating your account, you can access, update, or correct your details by clicking the "My Account" button. We will handle your personal information in accordance with our Privacy Policy.

Please keep your username and password confidential. If you notice any unauthorized activity on your account, notify us immediately.

International Customers

Customers outside the UK can purchase products from this website. Payment must be made by credit card and in GBP unless otherwise specified. For details on international delivery charges, please refer to the section on Delivery.

Price

All prices are listed in GBP and include VAT (as required by law), unless stated otherwise. Shipping and handling fees may be added to the cost of the goods. For more details on delivery charges, please refer to the Delivery section.

Payment

Online payments will be processed in a secure environment. Accepted payment methods include the following credit cards: Visa, MasterCard, American Express, Switch, Solo, Delta, Electron, as well as PayPal, Apple Pay, Google Pay, Shopify Pay, and Klarna.

Any fraudulent use of credit cards will be reported to the appropriate authorities. If your payment card issuer declines or fails to authorize payment for any reason, we will not be responsible for any delays or failure to deliver the products.

Delivery

Delivery times may vary. Orders are delivered via Royal Mail, but if the package weighs over 4kg, a different courier service will be used.

Free delivery is available on orders over £50, though this offer may change during peak promotional periods.

We will deliver your products as soon as possible, and in any case, within 28 days of accepting your order. Please note that our Next Day service is not guaranteed; we will attempt delivery where possible, and a signature will be required upon receipt.

If a delay in supplying the products is caused by an event beyond our control, we will notify you as soon as possible and take steps to minimize the delay. In such cases, we will not be held responsible for the delay, but if there is a risk of a significant delay, you may contact us to cancel the contract and receive a refund for any products you have paid for but not received.

Once the goods have been delivered to you, you will be responsible for any loss or damage.

Ownership

We will retain ownership of the goods until full payment has been made and funds have cleared.

Cancelation & returns

If you need to update an address or cancel an order, please reach out to our Customer Service Team. Please note that during peak promotional periods, it may not be possible to modify or cancel orders.

Non-faulty products

If you're not entirely satisfied or simply change your mind, you can return any product in its original condition for a full refund or exchange (as applicable) within 28 days. "Original condition" means the product must be free of scratches or marks, its packaging must be unopened, unused, undamaged, and the product must be in a re-saleable state.

Please note that we cannot accept returns for products not purchased through our website at https://vistavela.co.uk.

Faulty Products/other rights to return

In line with your statutory rights, you may return products if they are faulty, meaning they are of unsatisfactory quality or not fit for purpose.

Please be aware that we cannot accept returns of sealed items for health or hygiene reasons if the seal has been broken after delivery.

You are eligible for a refund if the products are returned to us within 28 days of purchase.

If your package appears damaged upon delivery, please inform the delivery person and sign for the goods as "received damaged."

If you discover your goods are faulty or damaged after opening, please notify our Customer Support Team within 48 hours of receiving your order.

We may ask for images or videos of the damage for our records and may need to collect the product(s) for testing before issuing a replacement or refund.

Returns

You will receive an email notification once your return has been received and processed.

Please ensure your package is securely wrapped. For your protection, we recommend using a recorded delivery service, as we cannot be held responsible for items lost in transit. Be sure to keep proof of postage until your exchange or refund has been completed.

If you request a refund, we will process it within fourteen (14) working days of receiving the returned products, refunding the amount you paid.

Products purchased as part of a set must be returned as a complete set, not as individual items.

If your order included a promotional gift and your return reduces the total below the qualifying amount for that gift, the entire order must be returned.

When returning items purchased with a discount or offer, we will adjust the refund if your return brings the total below the discount or offer threshold, as that discount or offer will no longer apply.

Please follow the online returns process outlined above. Returns should be made according to the returns/cancellation policy of the respective retailer and should not be sent directly to us.

New User Discounts

The New User discount is limited to one use per customer and cannot be exchanged for cash. The discount applies only to products and cannot be used for postage costs. This promotion cannot be combined with any other offers. It is valid only on full-priced items, excluding pre-discounted products and collections. The offer is available exclusively online at vistavela.co.uk and is subject to availability while supplies last.

Complaints

If you have any complaints regarding the goods or services we provide, please reach out to our Customer Support team at support@vistavela.co.uk.