1.1 What these terms cover. These are the terms and conditions on which we supply products to you through our website and via related sales channels.
1.2 Why you should read them. Please read these terms carefully before placing an order. They explain who we are, how we will provide products, how you and we may change or end the contract, what to do if there is a problem and other important information.
2.1 Who we are. We are VORX ACTIVEX LTD trading as VORX LONDON, a company registered in England and Wales (Company No. 16442671).
2.2 Registered office: Unit 19 Calico House, Printworks Lane, Levenshulme, Manchester M19 3JP.
2.3 How to contact us. For sales, support or returns please use our contact form, email info@vorxlondon.co.uk, or phone / WhatsApp +44 7553 310935.
2.4 How we may contact you. We may contact you by email, phone, WhatsApp or post using the details you supplied when placing your order.
2.5 Response times. We aim to respond to enquiries promptly; where stated in FAQs we aim to respond within 24 hours.
3.1 Your order. Placing an order on our website is an offer to buy the products described. You will receive an order acknowledgement which confirms we have received your order — this acknowledgement does not amount to acceptance of your offer.
3.2 When a contract is formed. A contract between you and us is formed when we dispatch the product(s) to you and send a dispatch confirmation email. If products are dispatched separately you may receive separate dispatch confirmations and separate contracts for each dispatch.
3.3 If we cannot accept your order. If we cannot accept your order (for example, because a product is out of stock or pricing/description error) we will contact you and, where applicable, refund any sums paid.
3.4 Order number. We will issue an order number. Please quote it when you contact us about your order.
4.1 Product information. We take reasonable care to describe products accurately. Images are for illustrative purposes and colours may vary between devices.
4.2 Packaging. Packaging may vary from that shown.
4.3 Bespoke / made-to-order items. Where products are made to your specification you are responsible for confirming measurements, specifications and suitability.
4.4 Safety & use. For fitness or exercise products we recommend you seek medical advice if appropriate and follow assembly/usage instructions. You are responsible for correct assembly, installation and maintenance. We are not liable for damage or injury caused by misuse, incorrect assembly, or failure to follow instructions.
4.5 Electrical products. For electrical items ensure appropriate fused circuits / qualified installation where required.
5.1 If you want to change your order please contact us immediately. We will tell you if the change is possible and any effect on price or delivery. If we cannot accommodate the change you may cancel under clause 8.
6.1 Minor changes. We may make minor technical changes to improve products or comply with legal/regulatory requirements.
6.2 Significant changes. If we make a significant change to products or these terms we will notify you and you may cancel the affected order(s) for a full refund before the change takes effect.
7.1 Dispatch location. All orders are dispatched from our single warehouse in Manchester, United Kingdom.
7.2 Delivery coverage. We deliver to mainland United Kingdom only. We do not deliver to Northern Ireland, Jersey, Guernsey or international addresses. Orders for non-serviceable addresses may be cancelled and refunded.
7.3 Delivery options & cut-off: All delivery methods are subject to a 09:00am (Mon–Fri) order cut-off.
7.4 Standard delivery. Free standard delivery is offered on most products; typical transit is 0–2 working days from dispatch. Many standard orders arrive next working day, but this is not guaranteed.
7.5 Next-day delivery option. An optional next-day delivery service is available for £1.99 on eligible products if ordered before 09:00am. Next-day excludes weekends and public holidays unless explicitly offered. Orders placed after cut-off with next-day selected will be dispatched next working day.
7.6 Courier rules by weight:
7.7 Multiple shipments. Large orders may ship in multiple parcels; parts may arrive on different days. Allow at least 48 hours before contacting us about a split delivery.
7.8 Delivery attempts & failed deliveries. If no one is available to accept delivery couriers may leave a card with re-delivery or collection instructions. If you do not re-arrange collection/delivery we may charge storage or re-delivery fees and in some cases cancel the order (clause 10).
7.9 Collection from Manchester branch. In-person collection is available by appointment only from our Manchester branch. Orders must be placed and paid for online in advance. We will notify you when your order is ready for collection. Photo ID and order confirmation may be required.
7.10 Risk & ownership. Products are your responsibility from delivery to the address you provided or from the time they are collected from a depot or our collection point. Ownership transfers to you once we have received payment in full.
7.11 Delivery delays outside our control. If delivery is delayed due to events beyond our control we will notify you and take reasonable steps to minimise delay; we are not liable for such delays. If a delay is substantial you may cancel and receive a refund for undelivered products.
7.12 Lost or delayed products. For lost/delayed items we require waiting at least 5 working days after dispatch before replacement or refund investigations begin. You may be asked to complete a missing item form and assist with investigations.
7.13 Damaged on arrival. Inspect goods on receipt. If packaging or products are badly damaged note this on the courier’s paperwork, keep items and packaging, provide photographic evidence and contact us. Do not return items before contacting us and receiving instructions.
8.1 General. Your rights depend on what you bought, whether goods are faulty/misdescribed, and when you end the contract.
8.2 End for our breach. You may end the contract immediately and get a full refund where: we notify a significant change you do not accept; we refuse to deliver; supply is substantially delayed by events outside our control; or we suspend supply for more than two months for non-trivial reasons.
8.3 Statutory cancellation (Consumer Contracts Regulations). For most online purchases you have a legal right to cancel within 14 days of receipt (the “cooling-off” period). If you cancel in this period you must return goods (subject to permitted handling allowances) and we will refund the purchase price in accordance with clause 9.
8.4 Our 30-day Money Back Guarantee. In addition to statutory rights we offer a 30-day money back guarantee: if you’re not completely satisfied, contact us within 30 days of order and return unused, unassembled goods in original packaging for a full refund (you are normally responsible for return postage unless the item is faulty). This is a goodwill policy and does not affect your statutory rights for faulty or misdescribed goods.
8.5 Exceptions. You do not have the right to cancel for sealed goods that are unsealed for hygiene/health protection, bespoke/personalised goods, or goods which become inseparably mixed after delivery.
9.1 How to notify us. To cancel, contact us via phone, WhatsApp, email or our contact form and provide order details.
9.2 Returning products. If returning goods you must either post them back or allow us to collect (where agreed). For collections we will provide instructions and may charge direct collection costs if you are responsible for return postage. For statutory cancellations you must return goods within 14 days of telling us you wish to cancel. For our 30-day guarantee follow the returns process in our Returns Policy / FAQs.
9.3 Return costs. You will normally pay return postage for unwanted items. We will pay return costs if the item is faulty or misdescribed, or if we gave incorrect information prior to purchase. If we provide a pre-paid return label you must use it. If you return items via another method we are not responsible for unreimbursed return costs.
9.4 Refunds. Refunds are issued to the original payment method within 14 days of receiving the returned goods (or proof of postage where earlier), subject to deductions permitted by law (e.g. reasonable diminution in value caused by handling beyond what is permitted in-store). Refunds for delivery costs are limited to the cost of the least expensive delivery method offered by us.
9.5 Deductions. We may reduce refunds to reflect diminished value caused by your handling of goods in a way not permitted in a shop.
10.1 We may end the contract if you breach it (e.g. non-payment or refusing to provide necessary information) and may charge reasonable compensation (up to 25% of the product price) for net costs caused by your actions. We will refund any sums paid for undelivered products less any applicable compensation.
10.2 We may withdraw products or change suppliers; we will notify you and refund any amounts paid for products we cannot supply.
11.1 Faulty or misdescribed goods. If a product is faulty, damaged on arrival, or does not match its description, contact us immediately. Where appropriate we will offer repair, replacement, refund, or collection in line with your legal rights.
11.2 Evidence & inspection. You may be required to provide photos or to return the goods for inspection. We will provide return instructions and may issue a pre-paid label where appropriate.
11.3 Labour & installation. We are not liable for labour charges incurred to remove or fit parts unless expressly agreed in writing.
12.1 Price. Product prices are shown on the site excluding or including VAT as indicated at checkout. We use reasonable endeavours to ensure prices are correct at the time of order.
12.2 Promotions. Only one promotion or discount code may be applied per transaction unless otherwise stated. Promotional codes are only valid where explicitly advertised by VORX LONDON via our official channels.
12.3 VAT changes. If VAT changes between order and supply we will adjust the VAT charged unless you have already paid in full.
12.4 Pricing errors. If a pricing error is obvious and could reasonably have been recognised as such we may cancel the order and refund any sums paid. If a correct price is higher than stated, we will contact you before accepting the order.
12.5 Payment. Payment is taken at the time you place your order unless otherwise stated. We accept the payment methods displayed at checkout. We do not store full payment card numbers.
12.6 Disputed invoices. If you think an invoice is incorrect contact us promptly.
13.1 Liability for foreseeable loss. We are responsible for foreseeable losses caused by our negligence or breach of contract.
13.2 Liability you cannot exclude. We do not limit liability for death or personal injury caused by our negligence, for fraud, or for any other liability which cannot be excluded or limited by law.
13.3 No business losses. If you purchase products for business purposes we will have no liability for business losses (loss of profit, business interruption, loss of business opportunities).
13.4 Labour & consequential loss. We are not liable for labour charges or consequential losses arising from installation, removal or third-party services unless agreed in writing.
14.1 Use. We will process personal data as set out in our Privacy Policy to fulfil orders, provide customer service, and for marketing where you have opted-in.
14.2 Sharing. We share personal data with courier partners, payment processors, platform providers and other third parties as necessary to fulfil orders and comply with legal obligations. See our Privacy Policy for full details.
15.1 WEEE compliance. Where applicable, electrical products are marked with the crossed-bin symbol. We comply with WEEE obligations and will offer take-back or recycling options where required by law. Contact customer support for arrangements and terms.
15.2 Customer returns for recycling. If a take-back scheme applies we will advise how to return the old item and any charges (if applicable). You must follow the instructions we provide.
16.1 Transfer. We may transfer our rights and obligations under these terms to another business and will notify you if this happens. You may not transfer your rights under these terms without our written consent (except the benefit of any product guarantee where it transfers with the product).
16.2 Third party rights. No person other than you and us has rights under this contract, except as expressly set out here.
16.3 Severability. If a court finds any provision unlawful or unenforceable the remaining terms remain in force.
16.4 Waiver. Delay or failure to enforce a right does not prevent later enforcement.
16.5 Governing law & jurisdiction. These terms are governed by English law. The English courts have non-exclusive jurisdiction to settle disputes arising under these terms. If you are a consumer resident in Scotland or Northern Ireland you may have additional local rights.
17.1 Contact details:
17.2 Opening hours for phone support: Mon–Fri 10:00–17:00 (we aim to respond to messages and contact form enquiries 7 days a week).
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