There are a few important things to keep in mind when returning a product you purchased online from Vertagear:
Vertagear retains the exclusive right to repair or replace (with a new or newly-overhauled replacement product) the product or offer a full refund of the purchase price at its sole discretion. SUCH REMEDY SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF WARRANTY.
To initiate the warranty service claim, please submit a support ticket request, and our customer service team will provide you with additional information and the Return Material Authorization (RMA) number.
Please remember that shipping and handling charges are not refundable and all open item returns are subject to a 25% restocking fee. Returned product must be in brand new condition with all packaging enclosed in the exact condition in which you received them. The restocking fee will be reduced or waived based on the condition of your return.
Refund Return Requirements
Return and Exchange Policies
You can initiate a return for most new and unopened items within 30 days of delivery for a full refund.* New, unused, and resalable items may be returned for a refund or exchange. Simply ensure that the item is returned in its original product box and packaging within 30 days of delivery. All returned items are fully inspected and will receive a partial refund for opened or used products. If our technicians verify that the returned item has an error or defect, we will refund the full cost of the merchandise and shipping fees. Products returned under this policy are eligible for a refund to the original method of payment. If you are returning a product that was originally purchased with a gift certificate or received the product as a gift, you will receive an in-store credit as your refund. Some exclusions may apply.
Return Shipping Policies
You are responsible to pay the return shipping fee when you return an oversized item for any of the following reasons:
All returned oversized items are fully inspected upon their arrival back at our warehouse.
Partial refund of the purchase price will be issued if the returned item is not in its new, original and unopened packaging. The amount of the partial refund will vary based on the condition of the item as determined by our sole discretion.
Furthermore, if the item received is not in its original condition, we reserve the right to deduct the actual return shipping fee, which generally ranges from $100 to $695 or more (depending on size and weight).
*By purchasing an oversized product, you authorize Vertagear and/or its Carriers to assess additional fees to your credit card as necessary according to the fee schedule described here. We may deduct original and return shipping costs from your refund or otherwise charge them to your credit card after we inspect the returned product.
The product must be returned unopened or we may assess a 25% restocking fee (based on inspection). Please contact us for any additional questions or concerns. *No return policy for discounted products and final sales.
Order Cancellation Policies
Requests to cancel or amend an order must be made by e-mail as soon as possible prior to shipment. Any e-mail messages requesting an order be changed or canceled received after business hours will be addressed the following business day. Any order canceled/refused after it’s shipped will be treated as a return and other costs including but not limited to shipping and handling costs will be deducted/charged. Any order refused upon delivery (unless previously discussed through our Customer Service department) will be treated as a return and shipping & handling costs will be deducted/charged.
Credit Card orders must be canceled the day they were placed, before 6:00 p.m. Pacific Standard Time. Merchant Transaction fees we incur for refunding Credit Card orders totaling $300 or more, canceled after business hours the day they were placed, will be deducted from the refund. Merchant Transaction fees are as follows:
A minimum 20% “restocking fee” will be assessed on any order cancelled after 24 hours, since we aim to expedite items as soon as payment is received.
A minimum of 20% “restocking fee” will be assessed to any order where the credit card transaction is declined, thus resulting in a cancelled order. The customer will be invoiced, should the credit card company decline the charge.
Credit card information remains “on file” to be charged for additional items requested at a future date, such as new orders, parts, or shipping and handling charges, and any other charges as described above. The cardholder authorizes such charges upon making a purchase from Vertagear.