1) How do I return an item I’ve purchased on VTACLED.COM?
If a product is 'Damaged', 'Defective' or 'Not as Described,' and you would like to make a return, start by placing a return request online then follow the easy steps below:
I) Create a Return Request Online
• Go to 'My Orders'
• Click 'Return' to open the Return Request form
• Select 'Exchange/Replace' or 'Refund'
II) 'Item to be returned' is picked up
• The item you want to return will be picked up from your location.
III) Replacement/Refund is Processed
• Once the Seller receives the item that was originally delivered, a replacement item is shipped or a full refund is issued, depending on your request.
In the event of a return, the product must be unused/in original condition. Please include all packaging with your return, including the item, price tags, labels, original packing materials, add-ons and accessories.
Hassle-Free Returns and Refunds:
Here are some of the ways in which we strive to offer our customers a hassle-free return or refund experience.
• Returns (including all replacements/pickups) are free. (Some conditions apply)
• In the event of a refund (must be initiated within 3 days of you receiving the product), the entire amount paid by you (including any incurred shipping costs) is transferred directly to your account.
• Oftentimes, we deliver your new replacement product at the time we pick up your return. If not, we ensure that the pickup of your return is arranged at the earliest convenience and that we ship the replacement as soon as we receive the item from our courier partner.
• In the rare case where an item pickup cannot be completed due to your location, you can ship the product through any other courier service back to VTACLED.COM warehouse and you will be reimbursed any shipping charges against the original receipt.
• Replacement items are subject to the Seller’s available stock. In the event that a replacement is not available, the Seller will refund the total amount for the product.
Returns, refunds and replacements are subject to each Seller's individual Return Policy. Returns are covered by the 7 Number of Day Replacement Guarantee for Sellers with VTACLED.COM (depending on the Seller’s Terms and Conditions).
2) Replacement of an Item
If you have received an item in a 'Damaged' or 'Defective' condition, or it is 'Not as Described' by the Seller, you may request a replacement at no extra cost. However, the Terms and Conditions of each Seller’s Return Policy may vary. Please check the respective Seller's Return Policy prior to completing your purchasing and/or requesting the replacement/return of a product. As noted, replacement items are subject to the Seller’s available stock. In the event that a replacement is not available, the Seller will refund the total amount for the product.
If you are not satisfied with the LED product that has been delivered, you can request an exchange, at no extra cost if done within 3 days of the product being delivered.
Exchanges are subject to the Seller’s available stock. If the product is out of stock, you will receive a full refund if requested within 3 days or you pay for shipping if you request for the product after 3 days.
4) When are returns not accepted?
There are certain instances where we do not accept returns:
• The request for a return is made past the specified time frame.
• There are missing components of the package you've received (ex. price tags, labels, original packaging, add-ons, accessories, etc.).
• Defective/damaged products that are not covered under the manufacturer's warranty.
• Product is damaged due to misuse or incidental damage due to a malfunctioning component of the product.
• Any item that has been used or installed.
• Products with serial numbers that have been tampered with or are missing.
5) Can I return part of the order/cart?
Yes, a return can be made on a per item level. If you have ordered multiple items, you can initiate a return for part of your order.
6) When are refunds provided?
In most cases, refunds are provided. We work to offer a hassle-free online shopping experience to ensure your satisfaction as a customer on our website.
VTACLED.COM cannot provide replacement for the item you have purchased. In-line with Buyer Protection (when a dispute has been ruled in your favor).
7) I have requested a replacement, when will I receive it?
Once a replacement request is created, we will send you an email explaining the pickup process, as well as provide you with the details about the replacement. In most locations, the replacement item is delivered to you at the time we pick up the return. In all other cases, the replacement process is initiated after the original delivery is picked up/received. If you don't receive the replacement product within the scheduled date, contact us immediately.
8) Who pays for the shipping charges when I return an item?
You can return an item for FREE if the product you are returning/exchanging is not damaged, is in proper working condition and, most importantly, is returned within 3 days of the product being delivered. The customer bears any shipping costs if the return is made after 3 days of the product being delivered.
9) Where can I find the pre-paid shipping label/Air Waybill?
Once you place a request to return an item, the pre-paid shipping label/Air Waybill will be sent to your email to ensure that you can return the item for FREE.
If you have any further questions pertaining to returns, refunds or exchanges, please feel free to contact our customer team support.