Refund and Returns Policy
At VendVivo, vending machines and related equipment are not sold as standard stock consumer goods through a typical online retail model. Our products are supplied on an individual basis, usually after consultation, quotation approval, and the signing of a separate agreement or contract with the customer.
Because most machines are ordered specifically from the supplier for a particular client and may be configured according to the agreed business needs, standard retail return conditions do not generally apply. Under EU consumer rules, distance-withdrawal rights can be limited in certain cases, including goods made to the customer’s specifications or clearly personalised.
1. Contract-Based Sales
All sales of vending machines, equipment, and related solutions are carried out on the basis of an individual agreement, contract, quotation, order confirmation, or other mutually agreed written terms.
The specific terms applicable to each order, including but not limited to:
- product specifications;
- pricing;
- payment terms;
- delivery terms;
- installation terms;
- acceptance procedure;
- warranty conditions;
- cancellation rights;
- return options, if any;
- refund conditions, if any,
shall be defined in the separate agreement concluded with the customer.
2. No Standard Return Right
As vending machines are generally ordered from suppliers specifically for the customer and are not normally held as standard warehouse stock for resale, orders are typically considered special-order or contract-based purchases.
For this reason, machines and related equipment are generally non-returnable and non-refundable, unless otherwise expressly agreed in writing.
No general website-based return right shall apply unless such right is specifically provided in the relevant contract or required by mandatory applicable law. EU rules require traders to inform customers when a withdrawal right does not apply in an exempt case.
3. Order Cancellation
Once an order has been confirmed and the machine or equipment has been ordered from the supplier, cancellation may no longer be possible, or may be subject to cancellation fees, supplier charges, administrative costs, or other contractually agreed compensation.
Any cancellation request shall be reviewed strictly in accordance with the signed agreement and the stage of order execution.
4. Delivery and Acceptance
Delivery timelines, transport arrangements, installation, commissioning, and product acceptance conditions are determined individually for each project and are set out in the relevant agreement or order documentation.
Any claims regarding visible transport damage, shortages, or incorrect delivery must be reported without undue delay in accordance with the procedure agreed in the contract or communicated during the delivery process.
5. Defects and Warranty Claims
If a delivered machine or equipment is defective, damaged, or does not conform to the agreed specifications, the customer must notify us promptly in writing.
Such cases are not treated as standard discretionary returns, but as contractual non-conformity, defect, service, or warranty matters, and they will be handled in accordance with:
- the signed agreement;
- the applicable warranty terms;
- supplier conditions, where relevant;
- mandatory provisions of applicable law.
Depending on the situation, the available remedy may include repair, replacement, correction of the issue, partial refund, or another contractually appropriate solution.
6. Business Customers
Unless expressly stated otherwise, our vending machine sales are intended primarily for business customers and commercial use.
Where the customer is a business entity and the purchase is made under an individually negotiated contract, the return, refund, cancellation, and warranty arrangements shall be governed by that contract and applicable commercial law, rather than by standard consumer e-commerce return rules.
7. Consumer Rights
If, in an exceptional case, a product is sold to a consumer and mandatory consumer protection law applies, nothing in this policy shall exclude or limit any rights that cannot legally be excluded or restricted.
Where mandatory law grants the customer certain rights, those rights shall prevail over this policy to the extent required by law. EU consumer law provides a 14-day withdrawal right for many distance contracts, subject to exceptions and national implementation.
8. Contact Information
If you have any questions regarding returns, cancellations, contractual terms, or warranty matters, please contact us:
MB Plakam (VendVivo)
Address: Tvenkinių g. 8A-24, Šakių k., LT-47413 Kauno r., Lithuania
Email: info@vendvivo.com
Phone: +37063684613