12-Month Limited Warranty

Last updated: 10 August 2026

1. Who Provides This Warranty

This 12-Month Limited Warranty is provided by GENUINE ECOMMERCE SOLUTIONS LTD (“we”, “us”, “our”), a company registered in England and Wales under company number 09620334, with registered office at 75 Gemini Park, Manor Way, Borehamwood, WD6 1BX, United Kingdom. We are an authorised UK retailer of VGR products. Contact: contact@vgr.store | www.vgr.store

Our registered office is not our returns or warranty-processing address. Please do not send products there.

2. What This Warranty Is

This is a limited commercial warranty covering specified manufacturing defects in the internal electrical and mechanical components of eligible products. It is provided in addition to your legal rights and does not replace or restrict them. Where this warranty conflicts with a mandatory legal right, the legal right applies.

If you are a consumer, you may choose whether to claim under this warranty or under your statutory rights against us as the seller. The remedies, conditions and exclusions below apply only to claims made under this warranty and do not override any statutory remedy that cannot lawfully be excluded. Your statutory rights are explained in our Return & Refund Policy.

Statutory consumer rights do not apply to business, trade or professional purchases; those purchases are also governed by Section 15 of our Terms & Conditions.

3. Products and Customers Covered

This warranty covers new VGR appliances purchased directly through www.vgr.store, by consumers, business, trade and professional customers alike, including for use in barbershops and salons. It covers the main appliance and the internal components listed in Section 5 only.

It does not apply to: products bought through Amazon, eBay or any other marketplace, or from any other retailer, distributor or reseller; second-hand or privately sold products; counterfeit products or products not supplied by us; or the consumables and accessories listed in Section 7. Marketplace purchases must be dealt with through the platform or seller you bought from. Wholesale orders are subject to any separate written terms agreed with us.

Original purchaser. This warranty is provided to the original purchaser recorded on the VGR Store order. A genuine gift recipient may claim using the original order number and purchase date. The warranty does not transfer where a product is resold, supplied second-hand, transferred with a business, or supplied through an unauthorised reseller.

4. Warranty Period

The warranty runs for 12 months from the date of purchase shown in our order record. For example, a purchase on 15 September 2026 is covered until the end of 14 September 2027.

A claim must be notified to us before the period expires. Where you notify us in time, the claim remains valid even if inspection, testing, collection or return takes place after the expiry date.

Repair or replacement does not restart or extend the warranty: a repaired or replacement product is covered only for the unexpired portion of the original 12 months. This does not affect any separate statutory rights applying to a repaired or replacement product.

5. What Is Covered

Subject to the exclusions below, this warranty covers a defect in materials, manufacture or factory assembly affecting an internal electrical or mechanical component of the main appliance, including where fitted: the motor; internal gears and drive mechanism; printed circuit boards and control electronics; internal display and indicator electronics; internal wiring and connections; the internal charging circuit and power-management components; the internal switch mechanism; and a factory-installed, non-user-replaceable rechargeable battery.

To be covered, the defect must first become apparent during the warranty period, occur during normal use in accordance with the instruction manual, affect the proper operation of the appliance, not result from an excluded cause, and be confirmed by reasonable inspection or testing.

This warranty does not guarantee that a product will remain free from cosmetic wear, maintenance requirements, consumable-part wear or natural battery-capacity reduction.

6. Built-in Batteries

A factory-installed battery is covered because it is sealed into the appliance and cannot reasonably be replaced by the customer — replacement requires the appliance to be opened and serviced by a qualified person. Covered battery faults include complete premature failure caused by an internal defect, failure to accept or retain a charge because of a defective battery or internal connection, failure of the internal charging or power-management circuit, and sudden abnormal loss of battery function attributable to a manufacturing defect.

Not covered: gradual reduction in runtime or maximum capacity; normal ageing through time and charge cycles; deterioration from frequent, intensive or commercial use; deterioration from prolonged storage or leaving the battery deeply discharged; damage from excessive heat or cold; incorrect charging, or use of an incompatible charger, cable or power supply; charging contrary to the instructions or while the appliance is wet where prohibited; and battery damage caused by impact, water ingress, misuse or unauthorised repair. No particular capacity retention or minimum runtime is guaranteed unless expressly stated on the product page. A user-replaceable battery is treated as a consumable and is not covered.

7. Consumables and Accessories Are Not Covered

Consumable parts and accessories are not covered by this warranty, whether supplied with the appliance or bought separately.

Consumables include blades, clipper and trimmer blades, foils, cutters, cutter blocks, cutting heads, replacement and detachable shaving heads, nose and ear trimmer heads, and any other part designed to wear, dull or require periodic replacement through ordinary use.

Accessories include guards, guide combs and attachments, protective caps, cleaning brushes, lubricating oil, storage bags and cases, stands, holders, charging stands, and detachable cables, chargers, power adapters and attachments.

So this warranty does not cover, for example: normal blade dulling; foil wear or perforation; worn cutters; blades pulling hair because they need cleaning, oiling, adjustment or replacement; deterioration caused by hair, dirt or residue; broken or lost guards and combs; damaged detachable cables or chargers; cosmetic accessory damage; or the loss of an accessory.

This exclusion applies to this commercial warranty only. It does not affect any statutory or other legal right where a consumable or accessory was faulty, damaged, incorrect or not as described when it was supplied to you.

8. External Parts and Cosmetic Condition

This warranty is limited to covered internal components and does not cover the external casing, decorative finishes, coatings, paint, printed markings or labels; buttons or controls damaged by external force; scratches, scuffs, dents, discolouration or fading; corrosion arising after delivery; chipped or cracked casing; or any cosmetic deterioration that does not prevent the appliance from operating. Where an external part must be replaced solely in order to remedy a covered internal defect, we may include that work in the warranty remedy. This exclusion does not affect your rights where a product was already damaged or non-conforming when supplied.

9. Other Causes Not Covered

This warranty does not cover a fault or damage caused or materially contributed to by: accidental damage, dropping, crushing or impact; misuse, abuse or neglect; use for an unintended purpose or on animals; failure to follow the instructions; incorrect assembly; inadequate or incorrect cleaning or lubrication; blockage by hair, dust or debris; incorrect storage; use of incompatible blades, attachments, chargers, cables or power supplies; incorrect voltage or an unsuitable electrical supply; continued use after an obvious fault, damage or safety issue has become apparent; unauthorised opening, dismantling, alteration, modification or repair, or damage caused by a third-party repair; use outside the product’s stated operating conditions, or continuous use beyond any stated duty cycle or design limitation; exposure to excessive heat, cold, moisture, chemicals or contaminants; corrosion or contamination after delivery; natural wear and tear; theft or loss; damage during storage or transport arranged by you; or any cause unrelated to a defect in materials, manufacture or assembly.

Water. Where a product is described as waterproof, washable or suitable for wet-and-dry use, water exposure consistent with its stated rating and instructions is not treated as misuse. Damage is excluded where a product not designed for immersion was immersed, non-waterproof components or charging connections were exposed to water, a washable cutting head was treated as though the whole appliance were waterproof, the appliance was charged while wet contrary to the instructions, or it was used beyond its stated water-resistance rating.

10. Professional and Business Use

This warranty applies for the full 12 months to professional and business purchases. However, professional eligibility does not change a product’s design, intended purpose, operating conditions or maintenance requirements, and normal accelerated wear resulting from frequent commercial use is not a manufacturing defect. The warranty does not cover failure caused by continuous operation beyond a stated operating limit, workload beyond the product’s intended design, inadequate cleaning between uses, inadequate blade maintenance or lubrication, or failure to follow workplace hygiene and electrical-safety procedures.

Business customers are responsible for determining whether a product is suitable for their anticipated professional workload, unless we have confirmed a particular suitability in writing before accepting the order.

11. Before You Return: Troubleshooting

Most reported faults on grooming appliances come from the blade, foil or cutter — through wear, hair build-up, lack of oiling or incorrect refitting — rather than the motor or electronics. Before authorising a return we may ask you to carry out reasonable and safe checks, such as: confirming the appliance is fully charged and identifying the charger and cable used; trying another compatible power source; cleaning the appliance and removing loose hair and debris; cleaning and oiling the blade; correctly refitting a blade, foil or attachment; checking that a travel lock is not active; performing any reset described in the manual; or sending a photograph or short video showing the issue.

Requests will be limited to steps that are reasonable and safe. You must not dismantle the appliance, expose internal components or attempt any electrical repair.

12. How to Make a Claim

Email contact@vgr.store with your VGR Store order number and date of purchase, the product model, a clear description of the problem, when it first occurred, and any photographs or short video reasonably requested. No product registration, warranty card or paper receipt is required — the order number and purchase date are the proof of purchase, and the order must be identifiable in our records. An order number from Amazon, eBay, another marketplace or another retailer is not proof of purchase from us.

Do not send a product before contacting us. We will provide a claim reference, return instructions, the correct return address, any necessary safety instructions and information about the assessment process. Unannounced products may be delayed because our fulfilment centre cannot match them to a claim.

13. Returning the Product

Except where we give a different safety instruction, the appliance must be returned and made available for inspection before a warranty remedy is provided. We do not normally issue a warranty replacement or refund while you still have the product.

Depending on the reported problem we may ask you to return the appliance only, the appliance with its charger, a particular attachment, or the complete set. Please follow our instructions and do not send accessories that have not been requested.

Where the product has been used, and where it is safe to do so: remove loose hair and residue, ensure the appliance is dry, fit any protective cap, switch it off, prevent accidental activation, seal it in a bag and pack it securely. Do not clean it in a way that destroys evidence of the reported fault.

Battery safety. Do not post a product with a swollen, leaking, punctured, overheated or visibly damaged battery unless we have confirmed a return method that permits it. If the battery appears unsafe, stop using and charging the product and contact us immediately.

14. Inspection and Testing

Products submitted under this warranty may be inspected, tested, photographed and checked against our order and inventory records, including for impact damage, hair, residue, moisture or contamination, water ingress or corrosion, and unauthorised opening, alteration or repair. Testing may be carried out by us, our fulfilment provider or another suitably qualified person, and may include testing with compatible charging equipment or a serviceable blade or cutting head.

Inspection determines whether the reported fault exists, whether an internal component has failed, whether the issue stems from a consumable or accessory, whether the product has been maintained correctly, and whether an exclusion applies. All decisions on warranty claims are made by GENUINE ECOMMERCE SOLUTIONS LTD. Nothing in this section changes any statutory burden of proof or other legal protection that applies independently of this warranty, and a decision under this warranty does not prevent you from pursuing a statutory claim.

15. Our Remedy

Where we confirm a covered defect, we will, at our reasonable option: repair the defect; replace the defective internal component; replace the appliance with the same model or a reasonably equivalent model; or refund the amount paid for the affected appliance where repair or replacement is unavailable or commercially disproportionate.

Replacement products may be professionally tested refurbished units, supplied only where they are fully functional and in good condition; where a suitable refurbished unit is not available, a new product will be supplied.

We select the remedy having regard to the nature of the fault, whether repair is technically possible, the cost of repair, parts and stock availability, product safety, the age and condition of the appliance, and whether the remedy can be provided without unreasonable delay. Where the original model is unavailable, a replacement may be a reasonably equivalent VGR product with comparable functionality and value, which may differ in colour, packaging, styling or minor specifications.

Under this warranty there is no automatic entitlement to an immediate replacement, a brand-new replacement, a refund, a particular model or colour, a replacement before inspection, more than one remedy for the same defect, or a remedy chosen by you. A refund under this warranty is limited to the amount paid for the affected appliance and does not include the value of excluded accessories or consumables, the cost of third-party repairs or replacement blades or foils, compensation for inconvenience or time, or the cost of a temporary or loan product. We will not reimburse a repair, part or diagnostic service obtained elsewhere unless we agreed to the cost in writing beforehand.

This section applies to claims made under this warranty and does not override any remedy a consumer is legally entitled to choose under consumer law.

Where we replace an appliance or component, or issue a refund, the original appliance or component becomes our property and must be returned as instructed unless we give an alternative safety instruction. Refunds are issued to the original payment method where reasonably possible.

16. Warranty Return Costs

Where we reasonably consider the issue may be covered, we will provide a prepaid return label, arrange collection, or agree to reimburse a reasonable return-postage cost — please do not use a premium or same-day service without our prior agreement. If the claim is accepted, we bear the cost of the authorised return, the covered repair or replacement, and sending the repaired or replacement product back to you.

Warranty returns and replacement deliveries are available only to addresses in the United Kingdom, the Channel Islands and the Isle of Man. Where a product is outside these territories, we may require an eligible return and delivery address; international shipping, import and customs costs are not covered.

17. Where No Fault Is Found or an Exclusion Applies

A claim may be rejected where inspection and reasonable testing establish that no fault is present, the product operates normally, the issue cannot be reproduced, the issue is caused by an excluded consumable or accessory, the blade, foil or cutting head requires cleaning, adjustment, lubrication or replacement, the issue results from natural battery degradation, misuse, accidental damage, inadequate maintenance, unauthorised repair, or use outside the product’s specifications or water-resistance rating, or another exclusion applies.

We will explain the basis of the decision, and may return the product to you, offer a chargeable repair or replacement where available, advise that a consumable or accessory needs replacing, or deal with the product under another applicable process. Where we supplied a prepaid label and the claim is rejected because no covered fault was found, we may, where permitted by law, recover the reasonable cost of that label, deduct it from any separate refund due, or require reasonable redelivery postage to be paid before the product is returned — we will tell you the cost first.

We do not charge a routine diagnostic or testing fee. A testing fee would apply only where we disclosed it before testing, you agreed to it where agreement is required, the claim had no reasonable basis, and charging it is lawful.

18. Business Losses

For business, trade, professional and wholesale customers, this warranty provides only the repair, replacement, credit or refund remedy described above. Subject to liabilities that cannot lawfully be excluded, it does not cover lost profit, revenue or appointments; business interruption; loss of use; the cost of hiring or buying substitute equipment; loss of business opportunity or customers; reputational damage; loss arising from claims by your own customers; or any indirect or consequential loss. The liability provisions in our Terms & Conditions also apply.

19. Product Safety

Stop using the product and contact us immediately if it overheats abnormally, emits smoke or a burning smell, produces sparks, has a swollen or leaking battery, has a damaged charging connection or exposed wiring, has suffered serious water ingress, or otherwise appears unsafe. Do not continue using or charging an appliance that may present a safety risk. We may provide special return, isolation, storage or disposal instructions.

20. Invalid and Fraudulent Claims

We may reject and investigate a claim involving a product not supplied by us, a substituted product or different model, a counterfeit product, materially altered proof of purchase, false information, deliberate damage, an empty parcel, or fabricated photographs or video. We may compare the order information, model, barcode, packaging, product identifiers, distinguishing characteristics and components returned against our inventory and fulfilment records, and may report suspected fraud to the relevant payment provider, carrier, insurer or authority. A genuine claim or complaint will never be treated as abusive merely because it creates cost or inconvenience for us.

21. Changes to This Warranty

We may update this warranty from time to time. The version in force on the date of purchase applies to that purchase, except where a change is required by law or a later version gives more favourable warranty cover. We will not retrospectively reduce the cover already provided for an existing purchase. The current version and its date appear on this page.

22. Related Terms and Governing Law

This warranty should be read together with our Terms & Conditions, Return & Refund Policy, Delivery Policy and the instructions supplied with the product. It is governed by the laws of England and Wales, save that consumers retain the benefit of any mandatory protections and jurisdiction rights available under applicable law.

23. Contact Us

To make a claim or ask about warranty cover, email contact@vgr.store with your order number and date of purchase, or use the Contact Us page on the website. We aim to respond within one working day. Please contact us before sending any product — we will provide a claim reference, return instructions and the correct processing address.