Vida Genesis

Statutory rights

Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected.

For most stock and standard catalogue items bought at a distance, you have a 14-day cooling-off period from the day you receive the goods. That right is change of mind for distance sales and the seller cannot turn it off.

On an accepted cooling-off cancellation, standard outbound delivery is refunded. Return postage is as stated in this policy.

Refund and dispute reasons

• Not arrived / cannot prove delivery: Always accepted If the item does not arrive, or delivery cannot be proved, this is handled under Computey's dispute policy. It is not a seller toggle.
• Not as described, including worse than the Condition Grade: Always accepted Not as described is always accepted. This is a platform rule and a Consumer Rights Act 2015 right.
• Wrong item: Always accepted If you receive a different item from the listing, that is always accepted.
• Faulty / dead on arrival when listed as working: Always accepted Faulty or dead-on-arrival when listed as working: always accepted.
• Transit damage with valid dispatch evidence: Always a dispute Transit damage with valid dispatch evidence is always treated as a dispute. Liability follows Computey's dispute policy, not a seller toggle.
• Incompatibility with an express listing representation: Always accepted If the listing expressly claimed compatibility and the item does not match that claim, the claim is accepted.
• Incompatibility with no listing representation: Not accepted If the listing did not claim compatibility, incompatibility is the buyer's risk and is not accepted as a return reason.
• Change of mind: Accepted within 14 days (cooling-off) Change of mind: accepted within 14 days of delivery for stock and standard catalogue items. You pay return postage on accepted change-of-mind or cooling-off returns, unless the seller agrees otherwise. This is disclosed before you buy.
• Custom build or custom service cancellation: Accepted until dispatch Custom builds and custom services: you may cancel until the seller dispatches the order. After dispatch, change of mind does not apply to the custom work.