Help
Straight answers, in one place.
The products, delivery, the 60-day money-back guarantee and the 5-year guarantee. If your question is not here, write to us and a real person answers, any hour, every day.
Choosing the right one
Which Vekto do I need?
Carpet and everyday dust: the Vekto Vacuum V18. Hard floors that need washing, muddy paws and spilt juice: the Floor Washer F40. Laminate and tiles you want clean with no chemicals, plus the grout and the bathroom: the Steam Mop S20. Spills and pet accidents on the sofa, the stairs or the car seats: the Spot Cleaner P30. Condensation, shower screens and mirrors: the Window Vac W10. Not sure? Write to us and a real person will tell you straight.
Does every product have the same guarantee?
Yes. Every Vekto is covered for 5 years from the day it arrives, battery included where there is one, and every one comes with the 60-day money-back guarantee and free tracked UK delivery.
Can I order more than one product at once?
Yes, and everything in one order is delivered free and leaves together. The 60-day guarantee applies to each product on its own, so you can keep one and send another back.
Do the steam mop, floor washer and spot cleaner need special cleaning solution?
The steam mop uses plain tap water. The floor washer runs on water, or any low-foam floor solution if you prefer one. The spot cleaner works with any low-foam carpet shampoo, ours or anyone else's, and using another brand never affects the guarantee.
Are spare pads, blades, rollers and filters sold?
Yes. Pads for the steam mop, blades and spray heads for the window vac, rollers and filters for the floor washer, the hose and tools for the spot cleaner, and filters and tools for the vacuum are all stocked for five years and sent out free.
The cordless vacuum
Does one charge really do the whole house?
Yes, with the floor head on. A typical three-bed semi with stairs and a landing gets done on the quiet setting with battery to spare. The top setting is for the bad spots and drains faster, the way it does on every cordless.
Will it tangle with long hair or pet hair?
No. The roller is V-shaped with comb teeth that strip hair off it as it spins, and the suction takes it into the bin. If yours ever wraps in the first 60 days, send it back for a full refund.
Does it work on carpet, or just hard floors?
Both. The motorised head lifts the pile on rugs and carpet. The quiet setting glides over laminate, wood and tiles. Very deep, thick shag pile can stall any cordless head. Everywhere else it replaces the upright.
Will it scratch wooden floors?
No. It is made for hard floors as well as carpet, and the head runs on soft wheels. If it ever marks your floor in the first 60 days, send it back.
How big is the bin, and is it messy to empty?
1.2 litres, big enough to do the whole house in one empty, pets included. Hold it over the kitchen bin, press the button, and the bottom drops open. Your hands never touch the dust. The washable HEPA filter rinses under the tap and goes back in once it is dry.
Does it stand up on its own, or do I have to drill?
It stands on its own on the floor head wherever you stop. The charging dock is in the box if you want it on the wall, with two screws, and it holds both tools. Or skip the drill and charge it with the cable.
Which plug and which voltage?
It comes with a UK three-pin plug and runs on 230 V. Nothing needs an adapter.
How heavy is it, and how big is the box?
Light enough to carry up the stairs one-handed. The box is the length of the tube and lies flat. Keep it for 60 days, because it is the easiest way to send anything back.
Orders and delivery
How fast will it arrive?
Fast. Delivery is free and tracked, and the tracking number is emailed the moment your parcel leaves.
Where do I track my order?
On the track order page, with the number from your dispatch email. The first scan can take a little while to appear after the email.
Can I change or cancel my order?
Yes, if it has not been dispatched. Email [email protected] with CANCEL and your order number in the subject as soon as you can. If it has already left, keep the delivery and use the 60-day trial instead. You lose nothing.
My address is wrong.
Email us straight away with the order number and the correct address. We can change it any time before dispatch. Once a parcel is moving it cannot be redirected, but if it comes back you get it resent or refunded.
The 60-day money-back guarantee
How does the 60-day money-back guarantee work?
Use it as your own for up to 60 days from the day it is delivered. If it does not do what the page says, or you simply change your mind, email us with the order number. We send return instructions. You get a full refund to the original payment method, with no deductions and no store credit unless you ask for it.
Who pays for the return postage?
If the product does not do what the page says it does, the return is covered and you get all of your money back. If you have changed your mind, you cover the return label. You are told the cost before you decide, and it is never more than the courier charges.
Does it have to be unused, or in the box?
It can be used; that is the point of a trial. Please keep the box for the 60 days, because these machines travel badly without it. Using it every day never blocks a return.
How fast is the refund?
You get a confirmation as soon as the parcel arrives, and the money goes back to your original payment method straight after that. How fast it shows depends on your bank.
The 5-year guarantee
What does the guarantee cover?
Every Vekto product, for 5 years from the day it arrives: the motor, the battery, the heater or pump, the floor head, the electronics and every tool. If it stops doing its job in normal home use, you get it repaired or replaced, free. You do not need to register anything or keep the receipt. Your order email is enough.
What about the battery?
Every battery is covered for the full 5 years. If it stops holding most of its charge in that time, you get a new one free. We send it before you return the old one. Filters, pads, blades, heads and tools stay in stock for 5 years. If we ever cannot supply a part, we replace the machine.
How do I make a claim?
Email a photo or a short video of the fault and your order number. Most claims are settled from that message alone, with a replacement or a part sent out. If the machine needs to come back, the postage is covered and the label is sent to you.
What is not covered?
Damage from a drop, water where water should not go, commercial use, and filters that have simply worn out. A scuffed tube is not a fault; a motor that stops is.
Payment
What can I pay with?
Visa, Mastercard, American Express, Apple Pay, Google Pay and Klarna (pay in 3 interest-free payments), through our secure checkout. Your card number is never seen or stored by us.
When am I charged?
The full amount is taken when you order, not when it is dispatched. There are no surcharges after checkout.
Still have a question?
Write to us and a real person answers, any hour, every day. Add your order number if you have one.