Refunds & Returns

This policy explains how to cancel an order, return something, and get a refund from VRIG LIMITED (V-RIG). It doesn't affect your statutory rights as a consumer.

Changing your mind

If you bought online as a consumer, you can cancel your order within 14 days of the day you receive it without giving a reason. For an order that arrives in several deliveries, the 14 days start from the day the last part arrives.

• Before dispatch: tell us and we'll cancel the order and refund you in full.
• After delivery: tell us within the 14 days, then send the goods back within 14 days of telling us.
• Return costs: you pay for returning goods you've changed your mind about. Rigs and stands are large, heavy parcels, so ask us first and we can quote for a collection.
• Condition: you can inspect the goods as you would in a shop. Assembling a self-assembly rig, using it, or damaging it goes beyond that, so we can reduce the refund to reflect the loss in value. Please return everything with its original packaging.
• Your refund: we refund the price you paid, and the standard delivery charge if you return the whole order, within 14 days of receiving the goods back (or evidence that you've sent them).

What can't be returned for a change of mind

• Built or altered to your specification: items made or modified specifically for you, such as bespoke parts or custom upgrades from our workshop.
• Software and digital content: game licences and downloads once the code has been revealed, activated or the download has started.
• TurnKey packages once the build has started: see below.

This doesn't affect your rights if something is faulty or not as described.

TurnKey packages

A TurnKey package is built and set up to the specification you choose, so once we've built it, it can't go back on the shelf for the next customer. That makes it a made-to-order product.

• Before the build starts: you can cancel and we'll refund you in full. We'll let you know when your build is scheduled.
• Once the build has started: a TurnKey order can't be cancelled or returned because you've changed your mind. If you cancel anyway, we'll refund the parts we can return to stock, less the assembly work already done and any parts fitted or configured for your build.
• Faults: your rights if anything is faulty or not as described are not affected.

Pre-orders

Pre-orders are paid in full when you order. You can cancel a pre-order at any time before it's dispatched and we'll refund you in full. After dispatch, the 14-day cancellation right above applies from the day you receive it.

Faulty or damaged goods

• Damaged packaging: check every carton when it's delivered, before the driver leaves. If a box is visibly damaged, note it on the courier's delivery record (or sign for it as "damaged"), take photos and tell us the same day.
• Damage inside undamaged packaging: unpack and check everything, including the parts count, within 7 days of delivery. Tell us about anything damaged or missing, with photos, and keep the packaging until we've sorted it out.
• Why this matters: we claim for transit damage from the courier, and they need prompt reports and photos. Reporting later doesn't remove your legal rights, but it can slow things down.
• What we'll do: send a replacement part, or arrange a collection and a refund.
• Faulty goods: under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you can reject it for a full refund within 30 days of delivery. After that, we'll repair or replace it, and if that doesn't fix the problem you may be entitled to a refund.
• Costs: we cover the cost of returning faulty or wrongly supplied goods.

Your S1 chassis also comes with a 2-year warranty; see our Terms & Conditions for details.

How to cancel or return

Open a support ticket with your order number, what you'd like to return and why. Our support team will confirm the next steps and the return address.

Please don't send anything back without contacting us first, so we can make sure it reaches the right place and is handled quickly.

Business customers

If you bought as a business, the 14-day cancellation right doesn't apply, and these terms apply instead:

• Faulty or wrong goods: tell us within 7 days of delivery if anything is faulty or isn't what you ordered. Once we've confirmed the problem, we'll repair or replace it, or refund you when we receive the goods back.
• Items ordered by mistake: we may accept them back if they're unused and in their original packaging. We charge a restocking fee of 15% of the item's price, plus the cost of transport both ways, and we'll confirm the total before you send anything.
• TurnKey and bespoke builds: these can't be returned unless they're faulty.
• Everything else: our Terms & Conditions apply.