Terms and Conditions

Please read these terms carefully. They set out the agreement between you and Vidalux when you buy from us online, by phone, or in person. Placing an order means you accept everything below.

“You” and “your” means you, whether you’re buying as an individual or for a business. “We”, “us” and “our” means Vidalux.

Who you’re buying from: Vidalux is a trading style of AEB EUROPE LTD, a company registered in England and Wales under company number 16280902.

Registered office: 121-123 Duke Street, Barrow In Furness, LA14 1XA.

Trading address: Unit 2, Heysham Business Park, Stalls Road, Middleton, Heysham, Lancashire, LA3 3PP.

Phone: 01524 489939 · Email: customerservices@vidalux.co.uk · VAT number: GB488024570

1. Your order

1.1 Placing an order is an offer from you to buy the products, on these terms.

1.2 Your order isn’t accepted until we’ve received full payment and sent you an order confirmation.

1.3 Please double-check your delivery address and order details before you submit. If we can’t deliver because the information you gave us was wrong, or because nobody was available on the agreed day, our carrier charges us to try again. We pass this on at cost, typically £40–£100 depending on your location and the product, and never more than £300 (If the new postcode is in a new coverage zone). We’ll confirm the exact amount before rebooking. If the goods have to come back to us instead, the cost of returning them is deducted from any refund.

1.4 Prices and product listings on the site aren’t a binding offer until we’ve taken payment and confirmed your order. We can change or withdraw a listing at any time before that point.

1.5 We do our best to keep every product in stock and the site up to date, but we can’t guarantee availability, and products are sometimes withdrawn or discontinued. If something’s out of stock or discontinued, we’ll let you know and offer an alternative or a timeframe where we can. Any timeframe we give is an estimate, not a promise.

1.6 Cancelling your order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel at any time from placing your order until 14 days after you receive it, without giving a reason. Once you’ve told us you’re cancelling, you have a further 14 days to send the goods back. If your order hasn’t left our warehouse, you’ll get a full refund with no charge. Once we’ve agreed a delivery date with you, your order has usually already been dispatched to our carrier. If it has, the £160 return collection charge in 6.2 applies, whether or not it has reached you yet. We’ll confirm which applies when you cancel. Custom-made or adapted items can’t be cancelled once work has started (see 1.8).

1.7 Items bought at a public auction you could attend in person can’t be cancelled. Online auction sales, such as eBay, can be cancelled under 1.6 and 6.2 in the normal way.

1.8 Returns after the 14-day period, and custom items. If you ask to return an unused, uninstalled item more than 14 days after delivery, for reasons that are down to you rather than a fault, we may agree to accept it as a goodwill return. If we do, a handling and collection charge of £160, or 10% of the item’s price, whichever is greater, applies. This includes collecting the item from you. This charge never applies to goods that are faulty or not as described (see 5.8). Custom-made or adapted goods can’t be returned, and once work has started on a custom order it can’t be cancelled.

1.9 Delivery is included in the price, but the £160 return collection charge in 6.2 applies if we collect the goods or recall them from our carrier. See 6.4 for how to pack an item for collection.

1.10 Product measurements are a guide, not an absolute, and are supplied by the manufacturer. Please leave room for manoeuvring the item into place and for future maintenance access. A return because an item doesn’t fit the space is treated as a change-of-mind return under 6.2, or under 1.8 after the 14-day period.

1.11 We can cancel an order before delivery for reasons including (but not limited to) being unable to supply it, having no suitable alternative, a product becoming unavailable or changing, suspected fraud, payment problems, or abusive behaviour towards our staff. If we cancel, we refund what you’ve paid in full.

2. Delivery

2.1 If your goods arrive damaged, we’ll repair, replace or refund the affected items. Please tell us within 48 hours of delivery. Prompt reports let us settle the claim with our carrier quickly and get replacement parts to you sooner. If you find damage later, still tell us. We’ll ask for photos and deal with it under your statutory rights (see 5.8).

2.2 We don’t guarantee an exact delivery time, and we’re not responsible for delays caused by things outside our control.

2.3 Check everything at the door. On a pallet delivery you have around 20 minutes to inspect and offload. If anything looks damaged, tell the driver and write the specific damage on the delivery sheet. Just signing “damaged” isn’t enough for the carrier’s insurance. Then contact us straight away. Please report any damage that isn’t obvious at the door, including cosmetic damage, within 48 hours of delivery, and please don’t put boxes away unchecked.

2.4 All deliveries are kerbside, to your property boundary or the nearest hard standing. Insurance rules mean our delivery team can’t carry items into or through the property. For the full detail on delivery areas, timing and access, see our Delivery Information page: https://vidalux.co.uk/delivery-information/

2.5 Changing a booked delivery. Once your delivery is booked with our carrier, changing it can add costs, and we pass those on to you at cost. We never add a margin or make a profit on a rearrangement. What it costs depends on the change:

Moving the date by a day or two is usually free.
Moving it by a week or more can mean the carrier’s depot holds your order in storage, which carries a small daily storage charge. We’ll confirm it before you agree.
Changing the delivery address may mean your order has to go back through the carrier’s network to be rerouted. That’s charged as a new delivery plus the return leg.

Whatever the change, the charge will never be more than the cost of cancelling the delivery and returning the goods to us. We’ll tell you what it will be before you agree to the change, and nothing is charged unless you go ahead.

2.6 Deliveries to Ireland and other places outside the UK VAT area. If your order is going to the Republic of Ireland, Guernsey, Jersey, or anywhere else outside the standard UK VAT territory, please read this carefully before you order.

You’re the importer of record. You’re responsible for complying with your local import rules, and for paying any import VAT, customs duty, levies or clearance fees charged by your local authority. These charges are separate from what you pay us, aren’t included in our price or delivery cost, and are collected by customs after your order has left us, not before. We don’t set these charges and can’t predict what they’ll be.

By placing an order for delivery to one of these destinations, you’re agreeing to this process: that these charges exist, that they’re outside our control, and that it’s your responsibility to pay them when they’re requested.

If you refuse or don’t pay those charges and the order is sent back to us, our return shipping and courier administration fees are deducted from any refund due to you.

If you’re a business ordering for delivery to Ireland, you’ll need an EU EORI number to clear customs. We’ll email you to ask for it before your order is dispatched. Private (residential) customers don’t need one.

3. Price and payment

3.1 The price is the one published on the day you order, unless we’ve agreed otherwise with you.

3.2 Our prices include VAT and all packaging and delivery costs to a UK mainland address, even though these aren’t itemised separately. Walk-in baths are shown excluding VAT; to get that price, you need to complete the VAT-exemption form.

3.3 Payment is due in pounds sterling at the time of order, and isn’t treated as received until the funds have cleared.

3.4 Delivery to some areas outside the UK mainland, such as the Scottish Highlands and islands, costs extra. Where this applies, the charge is shown before you place your order.

3.5 We can correct genuine pricing errors (see also 10.9).

3.6 See 2.6 for deliveries to Ireland and other destinations outside the UK VAT area.

4. Installation

4.1 Unless we say otherwise, our products are designed for you (or your chosen installer) to fit yourself. We call this DIY installation. We’re not able to cover the cost of professional installation, or the knock-on cost of a missed trade appointment. This doesn’t affect your statutory rights if a product is faulty.

4.2 Please follow the manufacturer’s instructions and any literature supplied with the product.

4.3 Check before you install. Please check every part for damage, cosmetic marks included, and that you have the right item, before you start fitting it, and report anything within 48 hours (see 2.3). Problems are much easier to put right before installation. Installing a product doesn’t affect your statutory rights if it’s faulty (5.8), but it may reduce your refund if you cancel for a change of mind (6.2 and 6.6).

4.4 Hydro showers, steam showers, whirlpool baths, shower cabins and anything else connected to a live water feed must be fitted with isolation taps (like a washing machine or dishwasher), turned off when not in use.

4.5 We aren’t responsible for slow or poor drainage caused by an incorrect waste pipe or a pipe without enough fall.

5. Warranty

5.1 How long your warranty lasts. Every Vidalux product carries a 12-month warranty as standard, running from the day of delivery. Some products can be extended to a longer period, stated on that product’s page and in its instructions. This varies by range, so please check your specific product for the exact length.

5.2 Registering an extended warranty. If your product qualifies for an extended warranty, you must register it on our website within 90 days of delivery. Miss that window and the product defaults to the standard 12-month cover. There’s no extension to this deadline and no refund for missing it.

5.3 Part P and professional installation. For steam shower cabins, whirlpool baths, steam generators and hydro showers with new bathroom electrics, we need the Part P certificate number from your installer, submitted with your warranty registration. Without it, we can’t accept a warranty claim relating to an electrical fault. Part P is the part of the Building Regulations that covers electrical work in the home, and your electrician should give you a certificate showing the work complies. Where a product page says installation must be done by a qualified installer, we, our suppliers or the component manufacturer may ask for evidence of professional installation of the electrics, and without it we can’t accept a warranty claim for an electrical fault. These requirements apply to our warranty and don’t affect your statutory rights (5.8).

5.4 What’s covered. The warranty covers replacement parts for any part proven to be defective. It’s a parts-only warranty: it doesn’t cover the cost of a plumber’s or electrician’s time to fit a replacement part, whether that’s the original installation or a later repair. Our products are supplied in kit form, so every part can be removed and swapped. This applies to our warranty. Your statutory rights in 5.8 are separate.

5.5 What isn’t covered:

Units opened or tampered with outside the factory seal (for example, a steam generator, control panel or electric box).
Limescale or hard-water damage. If you’re in a hard-water area, fitting a water softener is essential. If a returned part shows calcium build-up, we’ll send you photos and a report, and offer your part back or a paid replacement.
Commercial or non-domestic use of any kind, including guest houses, dormitories and large-scale rental property, unless we’ve agreed otherwise with you in writing before purchase.
LEDs, light bulbs and chromotherapy lights after 12 months. These are treated as consumables.
Wear and tear to glass panels, metal profiles and chrome fittings, including marks or peeling caused by cleaning products containing bleach or acids (water alone doesn’t damage them). If any of these is faulty or damaged when it arrives, see 2.1 and 5.8.
Door seals (F-flap and magnetic seals), which wear over time.
Damage caused by use outside the guidance in the product instructions, poor installation, neglect, external damage, or not servicing the product as we recommend.
Products that have been customised, amended or adapted.
A “free gift” or promotional item included with an order.

5.6 Making a claim. Tell us as soon as you find a fault. Damage caused by carrying on with a faulty product may not be covered. Claims are made in writing, by email or through the claim form on our website, wherever you bought the product, not by phone, so there’s always a written record. There’s no limit on the number of claims you can make during your warranty period. We may ask for photos, or ask for the part to be returned for testing, before agreeing a replacement.

5.7 Getting a faulty part back to us. If we ask for a part back for testing, we’ll cover the postage where the fault is genuinely a product fault, by arranging a courier collection on an agreed date or refunding your postage cost. This cover is for the UK mainland. If a collection fails for a reason that isn’t down to us or our courier, getting the part back to us is then your responsibility and cost, and we’ll only arrange another collection if a fee is agreed and paid first. If a return is requested for a reason that isn’t a product fault, the cost of getting it to us is yours.

5.8 Your statutory rights. Our warranty is in addition to your legal rights under the Consumer Rights Act 2015, not instead of them. If goods are faulty, not as described or not fit for purpose:

within 30 days of delivery, you can reject them for a full refund;
after that, you can ask for a repair or replacement. If that doesn’t fix the problem, you can ask for a price reduction or a refund. A refund within 6 months of delivery is in full; after that, we may deduct an amount for the use you’ve had;
a fault that appears within 6 months of delivery is presumed to have been there when the goods were delivered, unless we show otherwise;
you can bring a claim up to 6 years after delivery (5 years in Scotland).

Our warranty is given by AEB Europe Ltd, trading as Vidalux, at the trading address above, and is legally binding.

5.9 Replacement parts. Replacement parts are sent by courier to the delivery address on your order. We can’t guarantee to dispatch a part immediately, but we’ll send it as soon as it’s available. If a part is no longer made or has been updated, we’ll send the updated version, along with any matching parts where the look of the product would otherwise be affected. Warranty cover applies to UK mainland delivery addresses; outside the UK mainland, we still supply the parts but the delivery cost is yours, unless the part is putting right a fault under 5.8. Once a part is replaced, you’re responsible for disposing of the old one at your own cost, unless we’ve asked for it back. The warranty doesn’t include a swap or collection service.

5.10 Natural variation. Items made of plastic, ceramic, wood, glass, marble or similar can vary in shade and pattern between batches, and we can’t guarantee against crazing or staining. Performance data and other product information is given in good faith as a guide. This doesn’t affect your rights if the goods are faulty or not as described (see 5.8).

6. Returns and refunds

6.1 Our mistake. If we’ve sent the wrong item, we’ll collect it free of charge and send the correct order at our own cost.

6.2 Change of mind, or a return that isn’t a product fault. You can cancel for any reason from the moment you place your order until 14 days after the day you receive it. Tell us by email, using the return form on site, or using the cancellation form at the end of these terms. You don’t have to use either form. If your order hasn’t left our warehouse, we’ll refund everything you’ve paid in full. Once a delivery date has been agreed, your order has usually already been dispatched to our carrier, and we’ll confirm which applies when you cancel. If it has been dispatched, including an order still in transit, we’ll refund the price you paid, including standard delivery, within 14 days of receiving the goods back, or of you showing us you’ve sent them, whichever is sooner. If we collect the goods or recall them from the carrier, a return collection charge of £160 applies. This covers our carrier’s cost of bringing them back. For smaller items sent by parcel courier, the charge is the actual postage cost. You can arrange the return yourself instead, at your own cost. We may also deduct for any loss in value if the goods have been assembled, installed or used (see 6.6).

6.3 Getting an RMA. Please get a Return Merchandise Authority (RMA) number from our after-sales team before returning anything, and mark it clearly on the outside of the packaging and on any paperwork. It lets us match the goods to your order and refund you quickly. Returns without one may be delayed.

6.4 Collection. If we’re arranging the pickup, the item needs to be packed to standard pallet conditions, as it was when it arrived. If it isn’t, we can’t collect it. A further collection attempt is charged at our carrier’s cost, typically £40–£100 and never more than £300, and we’ll confirm the amount before rebooking. Get in touch with customer services for exactly what’s needed.

6.5 Repacking a box. If you’ve opened a box and need to reseal it, use clear tape only, not brown parcel tape or duct tape, which damages the box. If the wrong tape is used and the box has to be replaced, we’ll deduct the cost of the replacement box from your refund, up to £50 per box.

6.6 Once it’s been assembled, installed or used. Saunas, steam showers, whirlpool baths and portable saunas can’t be sold again as new once they’ve been installed or used. If you cancel for a change of mind after assembling, installing or using an item, we’ll deduct an amount from your refund to reflect its loss in value, based on its condition (see 6.2). For a sauna, steam shower or whirlpool bath that has been installed or used, this deduction can be substantial. Please check the parts, the fit and the space before you assemble or use it, and keep all the packaging in case you need it. This doesn’t apply to goods that are faulty or not as described (see 5.8).

6.7 Refunds for faulty goods. If we agree to refund you rather than repair or replace a faulty product, or we can’t replace it, we may ask for the product back, and it becomes our property.

6.8 Deliveries refused over import VAT or duty. See 2.6. Where a delivery to Ireland or another non-UK-VAT destination is refused or returned because import charges weren’t paid, our return shipping and courier administration fees are deducted from any refund.

7. Limitation of liability

7.1 This section sets out the full extent of our financial responsibility to you.

7.2 Timeframes we give for delivery, installation or restocking are estimates. If we don’t deliver within 30 days of your order, or by a date we’ve agreed with you, you can cancel and get a full refund. We’re not liable for delays caused by events outside our control (10.4).

7.3 Nothing here limits our liability for death or personal injury caused by our negligence, or for fraud, or for anything the law doesn’t allow us to exclude.

7.4 Beyond that, if we break these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of our breach, up to the price you paid for the order. Loss is foreseeable if it’s obvious it will happen, or if we both knew it might happen when you ordered. We aren’t liable for business losses, such as loss of profit or business interruption, because our products are for domestic use. This limit doesn’t apply to damage to your property caused by a defective product, or to anything in 7.3.

7.5 Our products are for domestic, residential use, not commercial use, unless we’ve agreed otherwise with you in writing.

8. Complaints

We want to know if something’s gone wrong, and we’ll do everything we can to sort it out quickly and fairly.

Email us: customerservices@vidalux.co.uk

Write to us: Unit 2, Heysham Business Park, Stalls Road, Middleton, Heysham, Lancashire, LA3 3PP.

We aim to acknowledge your complaint within 5 working days, and to give you a final response within 8 weeks. If you’re not happy with how it’s been handled, you can write to our Managing Director at the same address.

Complaints Manager: Ryan Marriot, at the email or postal address above.

If we can’t resolve your complaint, our final response will tell you so. The approved alternative dispute resolution body for our sector is Retail ADR (www.retailadr.org.uk). We don’t currently use it, but you can get free advice from the Citizens Advice consumer service, and you may be able to bring a claim through the small claims court.

If your purchase was made through a finance agreement, regulated by the Financial Conduct Authority, and you’re not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service, free of charge, within six months of that response. This route is only available for finance-regulated agreements. It doesn’t apply to a standard cash or card purchase.

9. Privacy

9.1 Anything you tell us about yourself is used in line with our Privacy & Cookies policy: https://vidalux.co.uk/privacy-cookies/

9.2 Placing an order confirms you’ve read and accept these terms.

9.3 We don’t keep your card details, on paper or on computer.

10. Other legal terms

10.1 Waiver. If we don’t act on a breach of these terms straight away, we can still act on it later.

10.2 Assignment. We may transfer our rights and obligations under these terms; this won’t affect your rights. You may not transfer yours to anyone else.

10.3 Severability. If any part of these terms is found unenforceable by a UK court, the rest of the terms stay in effect.

10.4 Force majeure. If something outside our control (industrial action, a shortage of materials, extreme weather, fire, flood, or a machinery breakdown) prevents or delays us fulfilling your order, we can delay it or cancel it in whole or in part. If we cancel, we refund what you’ve paid for anything not delivered. If the delay runs longer than 90 days, you can choose to cancel or to keep the order open for us to complete later.

10.5 Changes to these terms. We can update these terms from time to time. Please check them before you place an order. The terms that apply are the ones live on the site on the day you order.

10.6 Third-party rights. These terms are between you and us. They don’t give any right to anyone else under the Contracts (Rights of Third Parties) Act 1999.

10.7 Governing law. These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts there.

10.8 Age and capacity to contract. You must be at least 18 years old and able to enter into a legally binding contract to place an order with us.

10.9 Accuracy of this site. We do our best to keep prices, descriptions and images on our site accurate and up to date, but mistakes can happen. If a price or description contains an obvious error, one you could reasonably have spotted, we’re not bound by it. We’ll contact you and either offer the item at the correct price or cancel the order and refund you in full (see also 1.4 and 3.5). Product photography is for illustration. Colours on screen or in print are a guide only, and small variations in finish, colour or design can occur between the photograph and the item delivered, usually because a product has been improved. This doesn’t affect your rights if the goods you receive don’t match their description (see 5.8).

Cancellation form

(Complete and return this form only if you want to cancel your order.)

To: Vidalux (AEB Europe Ltd), Unit 2, Heysham Business Park, Stalls Road, Middleton, Heysham, Lancashire, LA3 3PP. Email: customerservices@vidalux.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

Bahadur James Mitha

Great service from start to delivery. Ryan could not have been any more helpful from understanding what we needed, ordering, payment to delivery stage. His technical knowledge was excellent. Delivery was on time the day agreed. Most importantly any time my staff or I contacted him/or his office we received a reply quickly not tomorrow, day after etc. always within a short period of time on the same day.

Mark Ferraiuolo

Amazing Customer service and I’m very happy with my sauna, thank you guys. I highly recommend This company

Hector Evans

Amazing quality , reasonable price fits in any home full spectrum , thankyou vidalux , amaziing customer support 5 star for everything, perfect

Norman Church

This is the second Vidalux cabin I have purchased. This one is an electric shower, right hand in black. It looks magnificent in my newly refurbished bathroom. The cabin has reduced the amount of re-tiling required significantly. Relatively easy to install.

Kevin James

Vidalux SS80 NO ELECTRICS free standing shower cabin, purchased June 26. This is the second purchase I have made of a shower cabin from Vidalux, from selection on the website to purchase everything was so easy, once the purchase was completed the confirmation support was excellent. I was emailed regarding a suitable delivery date of my choice and when I had chosen a date I was given a window time for delivery. All in all the selection,purchase and delivery date couldn’t have gone any smoother. As with a previous purchase from Vidalux all components of the shower cabin were packaged for protection and once delivered it had everything required to build a complete shower cabin, as very precise instructions were included I had no problem in completing the self assembly my self, not a problem if your handy the instructions and videos on the Vidalux website are there to assist you if you’re struggling. However if your not into DIY then you need to bring in someone who is capable of being able to assemble the unit whether they be professional or otherwise, certainly don’t try to assemble it yourself because you may regret it. All in all I’m very satisfied with my second purchase from Vidalux and would definitely recommend them if your thinking of buying from them, quality units at very competitive prices.

Cole Family

Purchased a Vidalux RT79 as we needed a shower in a very small bathroom. I chose this for its leak free promise and I can see from the construction that it is unlikely that leaks will be a problem. The parts were good quality and fitted together without too much difficulty, that said, the instructions could have been a bit clearer especially for the plumbing connections. A manufacturing defect on the tray was swiftly and easily resolved by the customer service sending out a replacement. The pod is small enough to fit where the bath was and unfortunately the shelf inside is just where I would bump my head on it, so that is removed. The rain head is very effective and handset works well although the body jets were not to my liking. It look smart in the refurbished bathroom.

Shaun Maggs

Received my sauna about 6 weeks ago and it's been a great addition to my gym. The Sauna works exactly as described and the customer support us very good for any questions. Would highly recommend.

Jeff

Purchased a Vidalux 2 person sauna, sauna arrived well packaged on arranged day right up to my front door. Very straight forward to simply click all sides into place and it was done. We absolutely love the sauna, very well built easy to use and the best way to relax at the end of the day. Also, wow! What a relaxing sleep I have when I have an evening sauna. Perfect service thank you!