Customer Policies

Vasken Customer Policies

Welcome to Vasken, your premium destination for luxurious sinks, taps, and home products! We understand that purchasing such an important part of your home is a big decision, which is why we want to make your experience as straightforward and effortless as possible. Here's everything you need to know about our returns, exchanges, warranties, and more.

Returns Policy

We take great pride in delivering top-notch products designed and quality-checked right here in the UK. Yet, we understand that things can sometimes go wrong.

:star2: Change of Heart:

If you've simply changed your mind, that's perfectly okay! To initiate a return, email us at orders@vasken.co.uk to get your return authorised. Please note this must be done within 14 days of your purchase as per UK law.

Note: Returns without prior authorisation will not be accepted.

:package: Return Instructions:

1. Contact Us: Provide your order number and the reason for your return.

2. Authorisation: Once authorised, we'll send you a returns label.

3. Return & Inspection: We use DPD for deliveries. DPD will handle the return. Our technical experts will inspect the item. If all is in order, a refund will be initiated immediately.

:package: Refund Timing:

It can take 7-10 days for your refund to process due to payment gateway protocols, but it's usually a lot quicker.

:package: Administrative Fee:

A £50 fee will apply to cover restocking, insurance, and necessary checks. Please ensure the item is returned in its original packaging and in resalable condition, or we'll regrettably have to refuse your return.

Cancellation Policy: Change of plans? No worries! Let us know as soon as possible. If the product has already been dispatched, a small £50 admin fee will be applied to cover delivery and other associated costs.

Operations and Customer Service Hours : Our warehouse operates overnight to fulfil all your orders. We aim to dispatch every order as soon as it's received. Express Shipping is available at checkout, but please note that orders should be placed before 12 PM for next-day delivery. For customer service, we're open between 9 AM - 4 PM, Monday to Friday. Be advised that we are closed on all public holidays.

:package: Response Times:

We strive for prompt communication, but due to high demand, it may take us up to 3 days to respond. We appreciate your patience and understanding.Exchange Policy Want something different? Simply email us at orders@vasken.co.uk to initiate an exchange.

Warranty & Guarantees : All our products come with a minimum 12-month manufacturer's guarantee, which starts on the date of purchase. Should a fault develop, reach out to us and we'll guide you through the next steps. Please note cosmetic/ surface paint is not part of the warranty due to wear and tear.

Delivery Information: All deliveries are outsourced to DPD, a reliable and reputable delivery company. In the unlikely event of delivery issues, we'll do our best to assist you.

:package: Disclaimer:

Please note that we can't be held responsible for any plumbing-related costs incurred due to a faulty product.Thank you for choosing Vasken. We're thrilled to be part of your luxurious home experience! Feel free to contact us for any additional support.