Terms & Conditions

Welcome to visionmill.co.uk. By using this website you agree to be bound by the Terms and Conditions set out below. If you do not agree to these Terms and Conditions in their entirety please leave this website. The visionmill.co.uk website is provided solely for your personal use. You may not use this website for any commercial purpose.

References in these Terms and Conditions to “we”, “us” and “VM” are to Visionmill Limited, Registered in England, company number 3495202, Registered Office: Rookhurst, Forest Road, East Horsley Surrey KT24 5HD.

1. Online Shopping

1.1 We will take all reasonable care to ensure that all details, prices, photographic representations and descriptions of products appearing on the website are correct at the time when the relevant information was entered onto the system. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our products that appear on the website. What you see will depend on your monitor and computer equipment, we are therefore unable to guarantee that the product images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your purchase.

1.2 We will not be liable if for any reason the VM website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all the VM website.

2. Order process

2.1 All orders that you place on this website will be subject to acceptance in accordance with these Terms and Conditions.

2.2 Non-acceptance of your order may be due to any one or more of the following non-exhaustive reasons:

i. The product you ordered is out of stock;
ii. Our inability to obtain authorisation for your payment;
iii. We have identified a pricing or product description error;
iv. There is a system or procurement failure; and
v. Failed customer validation checks.

2.3 When you place an order on our website we shall email you an acknowledgement detailing the product you have ordered. This email is not an order confirmation or order acceptance from VM.

2.4 Acceptance of your order and the completion of the contract between you and VM will take place when your order is dispatched: we will email you that your order has been dispatched. We reserve the right to dispatch multiple orders separately.

2.5 A gift message facility is available on certain orders and is available for your own personal and strictly non-commercial use. We do not take any responsibility for the contents of messages communicated by you to a third party. Where you use this facility you agree that your message will not include any content that could be construed as defamatory, abusive, obscene, racist, offensive, harassing, threatening, vulgar or which could cause embarrassment or distress to any person. You agree not to impersonate any person, including but not limited to any of our employees or customers.

3. Delivery

3.1 Standard delivery to most UK postcodes generally takes up to three working days.

All parcels will be delivered by carrier and may require a signature on delivery. If you are out when the carrier attempts to deliver your parcel, they will leave a card with a contact number for you to arrange a new delivery date. If a parcel is small enough to fit through a letterbox, it may be delivered by Royal Mail, which will not require a signature. Deliveries are made Monday to Saturday.

For details of our delivery charges, please refer to our ‘Delivery’ section.

3.2 We will make every effort to deliver goods within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example extreme weather, a flood or fire. VM shall be under no liability for any delay or failure to deliver the products within estimated timescales.

3.3 Risk of loss and damage of products passes to you on the date when the products are delivered to you.

3.4 We will notify you of the delivery cost at the time we acknowledge your order. For bespoke or special delivery items a separate communication of delivery cost may be made.

3.5 We are not able to deliver online orders outside the UK. You can, however, place a telephone order with the store for international delivery. For more information, call our Customer Services team on 01483 280041.

3.6 You can have goods from the same order shipped to multiple addresses. Select this option at checkout and click on the ‘Edit’ buttons in your shopping basket to select an address for each item.

3.7 Please note that some items may be shipped directly from the supplier. You will be given specific delivery options for these items when you order.

4. Order Cancellation

4.1 If, for any reason, you wish to cancel any order you have placed before it has been delivered and it has not been dispatched, please contact VM Customer Service team on 01483 280041 or online at hello@visionmill.co.uk.

4.2 As it is our policy to try to process orders immediately it may not always be possible to stop an order from being dispatched. After dispatch our Returns Policy at clause 6 will apply. Please note that your right to return goods does not apply to certain products as set out in clause 5.2.

4.3 We are unable to accept order cancellations for personalised goods. Please see the following list for some non-exhaustive example: Goods which have been altered, or personalised to a customer’s specification.

5. Returns Policy

5.1 We will refund or exchange any item you are not completely happy with when you return it to us in a saleable condition within 14 days of the item being delivered to your nominated address. Please return items in their original condition, unused, in their original packaging. Please re-use the delivery packaging provided.

5.2 We cannot refund or exchange personalised goods such as Goods which have been altered, or personalised to a customer’s specification

This does not apply to faulty or incorrectly supplied goods where your statutory rights are unaffected.

5.3 With the implementation of the EU Consumer rights directive, consumers in the UK now have 30 days to return damaged/faulty items.

5.4 Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion. Additionally any free promotional gift given with an order must also be returned if you are returning those goods to which the gift related.

5.5 How to Return or Exchange:

Please make sure that any items you would like to return are unused, in their original packaging and in a saleable condition, with any labels still attached.

Once we have received the item(s) a refund will be issued to your credit/debit card. This will appear on your account within five days depending on your card issuer.

How to return an item –

Call our Customer Service team on 01483 280041 or online at hello@visionmill.co.uk.

Postal returns
Take your parcel to the Post Office within seven days of the return being authorised, and don’t forget to ask for proof of postage for your records. Please make sure that you obtain proof of posting as we will not be held responsible for any lost or damaged item and we reserve the right to charge you for any such lost or damaged item.

5.5.1 Please note that your return costs will not be reimbursed. Postage or other return costs will be your responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

5.5.2 You must ensure that you return the original undamaged packaging along with the item/s you are unhappy with. The goods must be returned in a saleable condition. We will consider the condition of the goods being returned before deciding whether to make a refund.

5.6 Technology Returns

5.6.1 For all technology items the following refund policy applies:

If you are not entirely satisfied with your purchase please return it in a saleable condition in its unopened and undamaged packaging within 14 days with your proof of purchase for a full refund.

We regret the following products are entirely excluded:

i. Headphones, handsfree kits, bluetooth units with ear pieces, microphones, harmonies and other products that we are unable to refund for reasons of hygiene;
ii. Software where we have sent by email a serial number or activation code, regardless whether this has been installed or downloaded or not;
iii. Laptops and TFT screens with less than three dead pixels within a month of purchase;
iv. Products damaged by viruses, worms or other destructive programs downloaded or transferred to products by customers;
v. Products containing software that is illicit or otherwise unauthorised by the software owner;
vi. Special order and custom made items; and
vii. Items that have been previously exchanged or multiple returns.

5.6.2 Technology Repairs

Products that are faulty and returned within 14 days with your proof of purchase and the original packaging will be refunded in full. All other products will be subject to the manufacturer’s warranty. In case of a fault please return your purchase, together with your receipt and we will arrange repairs. VM cannot be held liable for any loss of time or earnings in the event of a faulty product. Customers may be liable to pay the repair charge. Items will be collected for a fee, which will be refunded if a fault is found. These terms and conditions do not affect your statutory rights.

6. Payment Methods

6.1 We only accept payment for orders in pound (£) sterling.

6.2 We accept payment by Maestro, MasterCard, Visa, Visa Debit.

6.3 If you choose to pay for an item using a payment card with a foreign currency denominated account, the account will still be taken in pounds (£) sterling at the conversion rate applied by the relevant payment scheme at the time of processing your order.

6.4 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your purchase and payment secure, but, in the absence of negligence on our part, we will not be liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the VM website. Our site uses industry standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details.

6.5 By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including, but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

7. Pricing Policy

7.1 All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. Prices may change and offers may be withdrawn at any time.

7.2 Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered we will contact you as soon as possible. You will have the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.

7.3 VM endeavours to ensure that all merchandise offered on the website is available at the same price in store. However, from time to time we may offer additional discounts for purchases online from visionmill.co.uk that do not apply in stores, or vice versa. Additionally, items offered as sets on this site may not be offered as part of a set within stores and individual prices may apply.

8. Product Availability / Information

8.1 We feature products on our website that have been carefully selected for sale on the VM website. Once an item is sold out it will be taken off the website at the earliest opportunity and may not be available again. Prices of products may change from time to time. Goods are subject to availability. As there is a delay between the time when your order is placed, and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

9. Copyright Policy

9.1 Copyright and other intellectual property rights in any communications, ideas, or other materials submitted or offered to us by you through on or by this website, unless specifically requested by us, shall become our property. You agree that submissions by you to this website must not risk infringing any right of any third party and in addition, you agree that no submissions by you to this website will be or contain libellous or otherwise unlawful, abusive or obscene material or constitute an invasion of privacy. As such, you are and shall remain solely responsible for the content of any submissions you make to the website.

9.2 You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download such material and content for the purpose of using this website. Accordingly, we suggest that you do not use the VM website to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content. Nothing contained in these Terms and Conditions shall be construed as conferring any licence or right to use any trade mark, design right or copyright of the VM website.

10. Member account, password and security

Registering and using the VM website may involve you setting up an account and giving a password. You are fully responsible for maintaining the confidentiality of your account and the password, and all activities that occur under your account or password. You agree to immediately notify us of any unauthorised use of your account or password and any breach of security or misuse or suspected breach of security or misuse of the service, and ensure that you exit from your account at the end of each session if you use a shared computer. VM cannot and will not be liable for any loss or damage arising from your failure to comply with this Clause 10.

11. Content/Activity Prohibited

11.1 Please choose carefully the information you post on the VM website and that you provide to other users. You must not misuse the VM website. You will not: send or otherwise post unauthorised commercial communications to users (such as spam); upload viruses, trojans, worms, logic bombs or other malicious code; corrupt data; cause annoyance to others users; post content that is hateful, threatening, pornographic, or that contains nudity or graphic or gratuitous violence; use the VM website to do anything unlawful, misleading, malicious or discriminatory; facilitate or encourage any violation of these Terms and Conditions.

11.2 We reserve the right, in our sole discretion, to reject, edit or refuse to post any content and to remove any content from the VM website, whether or not the content is expressly prohibited by these Terms and Conditions, or to restrict, suspend, or terminate your access to all or any part of the Services at any time, for any or no reason, with or without prior notice, and without liability.

11.3 VM community areas are subject to the following Community Area Rules:

i. VM advises you not to reveal any personal information about yourself or anyone else that would allow you to be identified including but not limited to: telephone number, home address, business address, delivery address or email address.
ii. VM reserves the right to close user accounts if we believe a user is using proxy Internet Protocol addresses (IPs) as a method to hide the use of multiple accounts or to disrupt any of our services in any way. If you use multiple logins for the purpose of disrupting the community we may take action against you and close your accounts.
iii. By submitting any material to us, you automatically grant VM a royalty-free, perpetual, exclusive right and license to use, modify, edit, adapt, publish, re-use, translate, distribute, perform and display such material in whole or part worldwide and/or to incorporate it in other works in any form, media, or technology now known or later developed.
iv. You acknowledge that we are not obliged to publish any material submitted by you.
v. By submitting any material to us, you agree to use the VM website and Community areas in accordance with these Community Area Rules and website Terms and Conditions.
vi. If you fail to abide by these Community Area Rules you may be sent an email which informs you why your contribution has been refused or edited. This email will also include a warning that continuing to break the rules may result in action being taken against your account or accounts. Action may include any content posted by you being checked before allowed to go on the site or a temporary or permanent suspension of your ability to participate in any or all of the VM website.
vii. VM reserves the right to edit or delete any contribution, or take action against any user account, at any time, for any reason.
viii. If you do not want to grant VM the permission set out above on these terms, please do not submit or share your contribution on the Community Area.

12. Liability and Indemnity

12.1 VM shall not be liable for any direct, special, incidental, indirect or consequential damages including loss of profit or loss of opportunity that result from the use of, or the inability to use, the material on this website or the performance of the product purchased through the website or the conduct of other users of this website, even if VM has been advised of the possibility of such damages.

12.2 The VM website may also contain links to other websites, which are not operated by VM. When you activate any of these you will leave the VM website and we have no control over, and will accept no responsibility or liability in respect of, the material on any website which is not under our control.

12.3 You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you.

12.4 We may terminate your use of the website immediately if we consider that you have breached these Terms and Conditions.

13. Comments and Complaint Procedure

Please contact us if you have any comments or complaints by contacting: VM Customer Service team on 01483 280041 or online at hello@visionmill.co.uk. We will always endeavour to resolve any dispute as swiftly as possible.

14. Privacy and use of your data

14.1 The purpose of this statement is to set out how we will use personal information that we may obtain about you. By using this website and/or by registering as a user of any services provided by VM on this website you agree to our use of your data as set out herein.

14.2 When you register and use the VM website you will be asked to provide certain information such as your contact details. We will store this data and hold it on computers or in manual files. We will use this data to fulfill our agreement with you. Please note that, to provide some of our services, we may require further details from you.

14.3 We may use information that you provide or that is obtained by us:

i. to register you on our website and to administer our website services;
ii. to administer any prize draws or competitions you may enter;
iii. for assessment and analysis (e.g. market, customer and product analysis) to enable us to review, develop and improve the services which we offer, and to enable us to provide you with information about our products and services that we think are relevant to you through our marketing activities; and
iv. to keep you informed of such products and services (including special offers, discounts, offers, competitions and so on) by any of the following methods: email; telephone (including automated calls); SMS text message and other electronic messages such as picture messaging; post; fax or otherwise (including products and services of other companies and organisations) which we consider may be of interest to you. You will only receive information of such products and services when you tick the opt-in button or have signed up to our newsletter. You will be offered the opportunity to opt out in all future marketing communications.

14.4 We will use internal and external validation and fraud checking systems to verify your identity.

14.5 We will only share your data with selected third parties for supplier or delivery services.

14.6 We may monitor or record telephone calls without your consent under the following circumstances: to provide evidence of a business transaction; to prevent or detect crime to investigate the unauthorised use of a telecom system; to ensure that a business complies with regulatory procedures; to see that quality standards or targets are being met in the interests of national security; and to secure the effective operation of the telecom system.

14.7 To view our full Privacy Policy please follow this link – https://www.visionmill.co.uk/privacy-policy

15. Linking to Website

15.1 You must not establish a link to this website to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you.

15.2 Our website must not be framed on any other site, and you may not create a link to any part of this website other than the home page.

16. Jurisdiction

The website is controlled and operated in the UK. Any terms and conditions concerning the usage of this website will be governed by the laws of England and any dispute concerning use of this website will be determined exclusively by the English Courts.

17. General

17.1 We may change these Terms and Conditions at any time. If any of these Terms and Conditions are invalid or unenforceable, the remainder of these Terms and Conditions shall continue to have full force and effect.

17.2 We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.

17.3 If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach.

17.4 VM reserves the right to amend, remove or vary the Services and/or any page of this Website at any time and without notice.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and VM. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of VM.