At VitaFence Co Store, we are dedicated to providing high-quality fencing, timber, and garden supplies to homeowners, agricultural professionals, and dedicated DIY enthusiasts. We understand that getting your materials on time and in perfect condition is crucial to your project’s success. This policy outlines our commitment to getting your orders to you and our fair process for returns and exchanges if needed.

Shipping & Delivery Information

We are proud to ship our products across the globe (excluding Asia and some remote regions).

Order Processing

Please allow 1-2 business days for us to carefully process and prepare your order for shipment.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx.
    • Estimated delivery: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Estimated delivery: 15-25 business days after dispatch.

Please note: These are estimated times and can occasionally be affected by factors outside our control, such as customs delays.

Our Returns & Exchanges Promise

Your satisfaction is our priority. We accept returns and exchanges for most items within 15 days of you receiving the goods. To be eligible, the item must be unused, in its original packaging, and in a resalable condition.

Important Note on Non-Returnable Items

For hygiene, safety, and practical reasons, the following items from our range cannot be returned or exchanged unless they are faulty or we sent the incorrect item:

  • Carcassing Timber & Brown Treated Softwood Sleepers: These are often cut to specific customer requirements.
  • Feather Edge Boards & Decking: If these materials have been cut or altered.
  • Fencing Tools and Essentials & Garden Tools: Cannot be returned if the packaging has been opened or the product has been used.

Step-by-Step Return/Exchange Process

Step 1: Request a Return Authorisation

Before sending anything back, you must contact our friendly customer service team to request a Return Merchandise Authorisation (RMA) number. Email us at [email protected] with the following information:

  • Your Order Number
  • Product Name
  • Reason for Return/Exchange

Step 2: Pack the Item Securely

Once you have your RMA number, please pack the item securely in its original packaging. Include a copy of your order confirmation inside the package and clearly write the RMA number on the outside of the box.

Step 3: Ship the Item Back to Us

You are responsible for the cost of return shipping unless the item is faulty or we made an error. We strongly recommend using a tracked and insured shipping service for your protection. Send your return package to:

VitaFence Co Store Returns
68 Brazen Gate
Norwich, GB NR7O 8TJ

Refunds and Processing Time

Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5 business days.

How Will I Receive My Refund?

Refunds will be issued to the original payment method used during purchase:

  • Visa, MasterCard, JCB: Refunds will be processed back to your card. Please allow 5-10 business days for the refund to appear on your statement.
  • PayPal: Refunds will be sent back to your PayPal account. This is usually reflected within a few business days.

Please note: Original shipping costs are non-refundable for returns that are not due to an error on our part.

Exchanges & Faulty Items

For exchanges, we will ship the replacement product as soon as we process the returned item. Standard shipping charges apply to the new shipment.

If you receive a faulty item or an incorrect item, please contact us immediately at [email protected]. We will apologise for the error and cover all return shipping costs while arranging a replacement or full refund for you promptly.

Questions?

If you have any questions about our shipping or returns process, please don’t hesitate to contact our friendly team at [email protected]. We’re here to help!

The VitaFence Co Store Team