Refund Policy

This policy applies to orders placed directly through the Vibe Trade portal (vibetrade.co.uk) by an approved trade account holder.

Important: this policy only covers orders placed directly with us

We can only accept returns, replacements, or refund claims for products purchased directly from Vibe Trade by the account holder who placed the order. If you are a member of the public, or a business that purchased Vibe or C3 products from one of our trade customers (i.e. a retailer, market trader, or reseller who stocks our products), you must return the item to the retailer you bought it from — we are not able to process a return, refund, or warranty claim for goods we did not sell directly to you. This includes items bought via Amazon, eBay, or any other third-party marketplace where one of our trade customers is the seller.

1. What's covered

We accept returns for:

• Faulty items — products that arrive not working, or develop a genuine manufacturing fault within the warranty period below;
• Incorrect items — where we've sent the wrong product, wrong quantity, or the item doesn't match what you ordered.

We do not accept returns for change of mind, over-ordering, or if you simply no longer want the stock. Please order carefully — as a trade account, you're ordering for resale and we'd encourage starting with smaller quantities of new lines before committing to larger stock.

2. Reporting window

You must report a fault or incorrect item to us within 14 days of delivery. Claims made after this window may not be accepted, except where the fault falls under our warranty terms below.

3. Warranty

Products are covered by a manufacturer's warranty of 12 months from the date of delivery, against genuine manufacturing defects.

This warranty does not cover, and we reserve the right to refuse a claim for, damage caused by:

• Liquid, moisture, or water damage;
• Physical or accidental damage (drops, crushing, cuts, snapping);
• Damage caused by pets or animals (including chewing);
• Misuse, negligence, or use other than as intended;
• Unauthorised repair, modification, or disassembly;
• Use with incompatible devices or power sources; or
• Normal wear and tear from extended use.

We may request photographic evidence, and reserve the right to inspect the returned item, before approving any warranty claim.

4. How to report a fault or incorrect item

1. Email trade@vibecentre.com within 14 days of delivery, quoting your order number.
2. Include clear photos of the fault or incorrect item, and the product's SKU and barcode where possible.
3. We will review your claim and confirm next steps.

5. Resolution

Once a claim is approved, we will offer one of the following, at our discretion:

• A replacement of the faulty or incorrect item;
• A refund to your original payment method; or
• A credit note against a future order.

6. Return shipping

Where a return is confirmed as our error (faulty or incorrect item), we will cover the cost of return shipping — we'll either arrange collection or reimburse reasonable, agreed postage costs. Please do not send items back to us before we've confirmed the claim and provided return instructions, as unsolicited returns may not be refunded.

7. Condition of returned items

Faulty or incorrect items must be returned in their original packaging where possible, complete with all accessories and components originally supplied.

8. Refund timing

Approved refunds are processed within 48 hours of the claim being approved, back to your original payment method.

9. Contact

For any refund or return query, contact trade@vibecentre.com, quoting your order number.