Claims Limitation
Delivery dates are not guaranteed, and where delivery dates are given they are without liability, although VIATV will endeavour to ensure that delivery dates and requirements are met wherever possible. If a specific delivery date has not been requested the order will be fulfilled within 30 days.

If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please visit our Contact Us page where we can inform us of the problem.

The VIATV Customer Care department will issue the customer with a Returns Authorisation number and notify them of the returns procedure. This does not affect your statutory rights.

Returns Procedure
You have a right to cancel your order for any item purchased through our website with or without reason within 24 hours of placing your order. After this 24 hour period your items will be despatched and sent to you.

We are unable to refund, replace or have the following type of items returned to us; any perishable goods, unsealed software or item personalised or made to your specification.

VIATV are not liable for any postage costs incurred when returning unwanted goods unless previously agreed with our Customer Services Team.

Items must be returned to VIATV. Please fill out the RETURNS FORM, which can be found on the shipping and returns page of our website. This form must be copied into WORD and sent as an attachment in an email to sales@via-tv.co.uk. The email must be titled RETURNS . We may ask you to return the  item via the post office or we can also arrange a pick up by Parcel Force for bigger and heavier items.  When returning items please make sure your returned parcel contains you full name, order number, address and contact information so we can deal with your return efficiently. You will also need to wait for the Returns Team to get in touch with you before sending any returns to us. They will provide you with Full Instructions

It can take between 3 -5 days for a response so please be patient. Our customer services advisers will contact you and advise you on the best course of action relating to your query.

Unwanted Goods
If you are not happy with your item for any reason then you are able to return it to us for a replacement or a refund. We will only refund or replace items that are in perfect resalable condition and are approved for refund or replacement within 14 days of receipt of your order. Please fill out the form on the website

When returning items as unwanted it is your responsibility to pay all postage costs for returns and it is your responsibility for the item until it reaches us, we recommend you send any items Recorded Delivery back to us for your own security or provide us with proof of posting. However you may return items to us under any manner you wish.

If your item is unwanted and it is within 14 days of placing your order then please contact us using the form  and our customer services advisers will arrange for you to return the item to us for a refund, credit note or replacement.

Faulty Goods
If the goods you receive are deemed to be faulty on arrival then please contact us immediately so we can arrange to deal with your problem.

IF YOU HAVE SIGNED FOR THE GOODS AS OK , BUT HAVE OPENED THE PARCEL AND FOUND IT TO BE DAMAGED YOU MUST NOTIFY US WITHIN 6 HOURS. If not your claim may be rejected.

 

IDEALLY ALL GOODS SHOULD BE CHECKED AND THEN SIGNED FOR. IF AN ITEM IS DAMAGED IT SHOULD BE SIGNED FOR AS DAMAGED and either refused or returned

We can replace or refund genuinely faulty items, providing the fault is not a result of misuse. If the item is faulty due to misuse (this includes Electric Scooter and all RC Products) then we will not be able to replace or refund the item.

If it is deemed that your faulty item has become so through misuse then we will return the misused item to you with an extra administration and shipping costs of £8.99. We will keep hold of the product for a maximum 28 days if you do not accept it back, after which we will dispose of if.

If you deem your item to be faulty then please contact our customer services advisers using the form below who will arrange for you to return the faulty item for our inspection. On agreement from Customer Services we will pay for any reasonable return postage costs as long as pre agreed by customer services. If you return the item without a pre-agreed postage return rebate then you may be liable for the whole postage charge.

IMPORTANT : All items that are damaged upon receipt must be signed for as 'DAMAGED' on the couriers signature form. We can only get our money back from couriers if this is signed for as damaged if the item is delivered damaged. We advise all customers to check contents immediately upon receipt and sign for the item DAMAGED if it is indeed damaged.

 

VIATV will only credit those customers that are looking for refunds or replacements if items that are received damaged are signed for as damaged.

 

Wrong Items Sent
If the wrong item is sent to you by a direct fault of our own or third party suppliers then please inform us.

We will happily refund or replace any wrong items sent to you.

Good(s) not arrived
If the goods you ordered have not been delivered and were purchased over 28 days ago then we will not refund or replace these items. We will not issue a refund or credit note for missing/lost items purchased over 28 days ago.

If you do not receive your items then we reserve the right to ask you to wait 15 working days before we can re-dispatch the item. We will not refund missing items, only re-dispatch and you must wait the 15 working day period to make sure that the item does not arrive through the postal / delivery system.

We reserve the right to charge a redelivery fee for items that were not collected or if a re-delivery is not arrange by you on receipt of a card from the Courier or Royal Mail.

If your item has not arrived and the 15 working day period has passed you must contact us and our customer services advisers will advise on how we will re-dispatch your item and complete the necessary claim forms.

Vouchers and Discounts VIATV allows the redemption of a single voucher, credit note or discount code per customer order. Vouchers, credit notes and discounts cannot be stacked or added in multiples against a single order.

Rejection of Electronic Payment Instructions
We reserve the right, in our sole discretion, not to accept or place an Electronic Payment Instruction: if we consider it appropriate to first obtain further information, confirmation or instructions from you or if we are unable to obtain authorisation for your debit card or credit card, for payment of all or any part of the amount instructed; or where we or our agents are prevented due to a Service Disruption Event from transmitting or otherwise administering the Electronic Payment Instruction; or where we have reason to believe the Electronic Payment Instruction was not received from you or is for an illegal or unauthorised transaction.

Once made by you, an Electronic Payment Instruction is irrevocable. It is your responsibility to ensure all transaction details are correct before sending an Electronic Payment Instruction. Immediately before transmission of an Electronic Payment Instruction, you will be presented with the details for confirmation and at that point will have the opportunity to cancel the instruction. When we have received your Electronic Payment Instruction, we will send you a Confirmation. Once a Confirmation has been received, you will not be able to change or withdraw the Electronic Payment Instruction. You should not assume your Electronic Payment Instruction has been received and accepted until you receive a Confirmation. VIATV will issue a reference number for every Electronic Payment Instruction and you will need to quote this number for any queries you may have in connection with an Electronic Payment Instruction.

Email Communications
By agreeing to these terms and conditions, you give VIATV,  the right to contact you via email in order to provide important updates pertaining your usage of www.via-tv.co.uk. VIATV  will give regular updates via email for Orders, Enhancements to the VIATV Website and Services, Promotions and Offers, and Support Requests. VIATV reserve the right to contact customers via email, to offer support, for orders that have been unsuccessful, and to allow the customer to complete the order using a different method. VIATV comply with the Privacy and Electronic Communications Regulations when communicating using electronic mail.

Email Security
You acknowledge that communication by Internet e-mail is unavoidably insecure in limited circumstances. By using the www.via-tv.co.uk Service, you accept the risk of e-mail between VIATV and you being intercepted by unauthorised third parties. VIATV shall not be liable to you for any loss, expense or damage incurred or suffered by you in connection with such interception.

Third Party Email Address
If an e-mail sent by us to you is being sent to you via a computer network operated by or on behalf of your employer, educational establishment or other third party, you warrant that you are entitled and you consent to receive such e-mail communications at that e-mail address. You also agree that we may refrain from sending you any e-mails to such address without notifying you, even if you have subscribed to receive them, if we receive a request from your employer, educational establishment or other third party or your Internet service provider to stop sending e-mails to that address.