Frequently Asked Questions
Customer Services

How is my order processing & how can I track it?

You can view the current status of your orders by logging into Your Account. Here you can check if your payments have been processed and if orders have been dispatched, as well as viewing copy invoices, raising help tickets and lots more.

How can I cancel my order?

To cancel an order, please raise a ticket by going here, and choose 'Customer Service' from the drop-down. Read more.

What if my goods are damaged or faulty?

If your goods arrive damaged or develop a fault within the first 365 days of receipt, we'll provide a refund or ship you new goods. Read more.

How do I return an unwanted order?

You may return an item for any reason within 365 days of the date you received your order so long as it remains in a saleable condition within original packaging. Read more.

When can I expect delivery?

The time it takes to get your order depends on the delivery type you selected when placing your order and if the products were all in stock when you placed your order. Read more.

How can I get a VAT Invoice?

You can download a VAT invoice by logging into your account. Read more.

Do you offer discounts?

We have excellent prices throughout the site as standard. However, if you are planning to spend more than £1000 then please contact sales with a list of what you want to order and we'll reply a custom quotation. Read more.

Do you offer trade accounts or professional services?

We provide excellent prices on all products throughout the site. However, if you have a custom large project that needs some special pricing or assistance then we can help too. Read more.

What are your shipping costs & options?

All UK shipments are made using our Express Tracked Guaranteed service for just £3.95. We also offer a Before 12 Next Day and Saturday service for extra flexibility, all fully tracked too. Read more.

Where do you ship to?

We do ship to every country in the world. If your country isn't listed here, it just means you cannot checkout through the website. Please ask for a quote by contacting us here.

Do prices include VAT and can I place a non-VAT order?

Yes, all the prices displayed on the website include UK VAT at 20%. Add items to your basket to see the VAT breakdown. We can deliver your order without VAT if you meet these conditions.

When will oustanding stock arrive if we've part shipped an order

Coming soon

Will I be responsible for customs duties, VAT or other taxes upon receipt of my shipments?

If there is a duty, it is the customer’s responsibility to pay. Payments will not be made to us - they will normally be paid either to the carrier at the time of receipt or through the carrier’s individual invoicing system. Read more.

What can I expect from Vesternet Sales team?

Coming soon
Tech Support

What does Vesternet's Technical Support Cover?

We offer Technical Support for all of our products, our great Technical Support is one of the things that sets us apart from other Home Automation shops. Read more.

My device didn’t come with a manual – where can I find it?

It’s now common practice for some brands to ship devices with just a quick-start guide and sometimes without any documentation at all. Read more.

Do you offer phone support?

At Vesternet, offering the best customer support is our priority, and that’s the reason why we’ve chosen to offer support via email only. Read more.

Vesternet Device Compatibility - how does it work?

On each product page we show other products that the device is 'Compatible' with. Depending on which products are being compared, this may mean that the devices are Compatible with each other, or that they are Interoperable (they work with each other). Read more.
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About Us

  • Vesternet
  • 61 Mosley Street,
  • manchester M2 3HZ
  • United Kingdom


  • Phone: 0345 226 8572