Things You Need to Know

In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!




  1. Delivery time 1-2 working days.




  1. Estimated delivery time for the rest of the world 3-7 days. Delivery cost is shown in the shopping cart and varies from country to country. 

  2. We will confirm receipt of your order by email.  

  3. We will confirm when your Goods have been dispatched by email. 

  4. Deliveries require a signature. 

  5. We deliver to most international address at highly competitive rates. For international orders carriage costs will be clearly shown when you select your delivery destination.

  6. All items ordered before noon will normally be dispatched the same day, at peak periods it may not always be possible to guarantee this service. 

  7. We do not deliver over Weekends.

  8. Our regular couriers do not deliver to PO boxes or Forces addresses. Please contact us so we can arrange an alternative delivery method.

  9. VIVID LTD are responsible for ensuring that Goods are adequately packaged for safe transportation of Goods supplied. Where applicable the Customer is responsible for ensuring the safe onward transportation where VIVID LTD are delivering to any central distribution centre, holding warehouse or other such building, where the items will be split and transported onwards. VIVID LTD does not guarantee that any individual item's packaging will be sufficient for onward transportation unless a specific agreement has been made when the contract is agreed. VIVID LTD reserve the right to make additional charges where such a requirement becomes apparent at a later stage.



  1. All product prices are ex-works.  

  2. Delivery charges are quoted separately.

  3. The cost of carriage shall be paid by the Customer.  

  4. The delivery cost is determined by destination and weight of Goods, including any outer packaging as shall reasonably be required to ensure that no damage occurs during transit.

  5. VIVID LTD reserves the right to select the transport company used and will endeavour to consistently seek the best possible price for the Customer insofar as this does not affect quality of service.

  6. The Customer may use their own shipper and in this instance are responsible for all charges involved in collecting Goods from VIVID LTD premises.




  1. If you are outside the EU it is possible your country will ask you to pay duties and taxes on the goods you are importing. Each country has its own laws and the amount payable varies from one item to the next, usually between 0-10% of the order value. Most shipments will incur no charges at all.

  2. We cannot provide a value of duties & taxes before an order has shipped, this is at the discretion of the Customs Authority. Most shipments will incur no charges at all. 

  3. Any duties & taxes are the responsibility of the receiver and should be paid to UPS at their request. UPS will contact you directly if there is anything to pay. 

  4. Payment of duties & taxes must be made prior to, or on receipt of goods. UPS will make contact via email, phone or fax to advise of additional charges. Delayed response may incur further charges, so immediate reply is important!





  1. If for any reason you are not entirely happy with your online purchase you may return it to us within 7 days of receipt. We will happily replace, exchange or refund your items.

  2. All goods returned must be as new. The responsibility for the return delivery, and costs are the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.Please attach a copy of your invoice or delivery note for identification purpose.Upon return the goods will be inspected and a refund made within 7 days.

  3. Before Returning Please contact us before returning. Please email us to arrange a return




  1. Please report any damages or non-delivery immediately - no complaints for transit damage can be considered unless made in writing within 10 days of receipt of goods.

  2. Any claim for damaged or defective goods can only be entertained if the goods are returned to VIVID LTD in their original packaging or similar suitable packaging to ensure sufficient protection in transit or if the goods are made available for collection from the location to which they were originally delivered by VIVID LTD or its authorised agents.

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  1. Subject to conditions and provided the total price has been paid by the due date for payment, VIVID LTD warrants that the Goods will correspond with their specification at the time of delivery and will be free from defects in material and workmanship. 

  2. VIVID LTD will (at its own choice) either replace, repair, or give credit for Goods found to be faulty within VIVID LTD warranty period relevant to Goods of that type. Unless otherwise stated the standard warranty period for all Goods supplied by VIVID LTD will be 12 months from the date of purchase.

  3. VIVID LTD will as far as possible endeavour to ensure that all Goods supplied are safe and compliant with any relevant standards with regard to the specific intended and stated use for the Goods. 

  4. VIVID LTD cannot be held responsible for defects arising from misuse or mishandling of Goods. Any fault or damage to the Goods supplied should be reported to VIVID LTD immediately, failure to do so may affect the warranty.

  5. The Customer will indemnify and keep indemnified VIVID LTD against all claims, proceedings, costs and expenses in connection with any third party claim based upon any allegation that the safety of the Goods (or materials or components comprised within the Goods or any Goods in which the Goods are incorporated) is not such as persons are generally entitled to expect, save where such deficiency in their safety was present at the time the Goods were dispatched to the Customer or its agents by VIVID LTD or its agents.

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Your Data is Secure

We will always treat your information with respect and honour your choices. VIVID LTD is committed to protecting your privacy. We do not sell or share your information with anyone for marketing purposes. 




  1. We collect information about you when you make a purchase, when you email us or when you voluntarily request or sign up to receive our newsletter (online, by phone or in person).

  2. The information we collect may include, name, email address, postal address, phone number, IP address and any information you supply voluntarily. In order that we can offer you a better service in the future we retain details of your order history. 




  1. We use the information you supply when making a purchase to fulfil your order and contact you regarding your order if necessary. 

  2. We collect information about you so that we can send you material by email or post about our products and services. 

  3. When you contact us directly we will use the information to fulfil your requests. 




  1. As a limited company, we are required to keep basic customer information for a minimum of 6 years. 

  2. Personal & Location information related to your delivery will be retained for at least 13 months and then scrubbed of any personal data. 

  3. Information you provided for marketing purposes will be kept until you request that we no longer send you information. 




  1. VIVID LTD is committed to ensuring that your information is secure. VIVID LTD takes card payments through PayPal. Our website and the PayPal website is secure and safe.

  2. All pages on this site are secure including the checkout pages. pages are also secure. 

  3. Your credit card details are only used for individual transactions and will not be stored. 

  4. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. 




  1. Customer log-in and password details are kept encrypted on our secure servers. Please keep these details confidential. 

  2. If you forget your password or feel it may be compromised please reset it under the membership login tab. 




  1. A cookie is a small file saved on your computer. We use cookies to distinguish you from other users of our website. This helps us to provide you with a good browsing & shopping experience. 

  2. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. 

  3. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. 

  4. Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. 




  1. In order to fulfil your order with us we will send you emails that you cannot opt-out of. We will send these only once per transaction: Order Confirmation, Dispatch Confirmation (tracking number) & Invoice.




  1. It is your choice to stay connected. 

  2. If you have opted to receive our newsletter, you can always unsubscribe permanently with one click. We do not sell or share your personal data with any company for promotional purposes. 

  3. We partner with MailChimp to provide our newsletters – you can read about their privacy policy on their website here.




You have the right to: 


  1. Request a copy of any information we hold about you; 

  2. Request correct any information we hold about you; 

  3. Request that we no longer contact you;

  4. Request that we erase information we hold about you (however, we may not always be able to comply with your request of erasure, as we are obliged by law to retain certain data for a minimum of 6 years and these retention requirements supersede any right to erasure). 




  1. The legal basis we rely on to use your information: Fulfilling contracts / Our legitimate interests / Our legal obligations




  1. Any changes to this policy will be posted on this web page. This policy is variable and subject to change without notice and VIVID LTD reserve the right to vary these terms from time to time as we see fit. Furthermore these terms may be withdrawn without notice and may vary from contract to contract. 

  2. Last Updated: 18 July 2019