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 Merchandise Authorization (RMA) number.
Please remember that shipping and handling charges are not refundable and all open item returns are subject to a 15% 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
• Chair is in original box and packaging material
• Chair is returned within 30 days of delivery date
• Chair must be in brand new and unused condition
VERTAGEAR reserves the right to request the damaged/defective product be returned prior to allocating a solution. Based on company policy, customers are responsible for shipping costs to ship back the defective item for RMA repair/replace. Once the item is repaired/replaced, VERTAGEAR will ship the item back to the customer. Shipping methods will be at VERTAGEAR’s discretion. VERTAGEAR will not be able to ship repaired/replaced items in the same method as the customer’s because not only would this not be efficient, but it may delay the return of the repaired/replaced item. Therefore, VERTAGEAR reserves the rights to ship according to what it deems the most efficient standard method of shipping.
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.
You are responsible to pay the return shipping fee when you return an oversized item for any of the following reasons:
• You refuse a delivery without inspection
• You miss a delivery appointment
• You return a non-defective or undamaged product
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 15% restocking fee (based on inspection). Please contact us for any additional questions or concerns. *No return policy for discounted products and final sales.
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:
• Visa / MasterCard – 3.5% of total purchase price
• American Express – 4.0% of total purchase price
• Discover – 3.5% of total purchase price
• Credit Card companies charge a transaction fee, there will be an additional transaction fee of $10.00
• Canceled orders will incur a minimum of $20.00 in cancellation fees.
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.
If a package is returned to us due to an incorrect or incomplete addressed, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mile carrier, we will notify you by email. Once the package is delivered back to us, our returns team will process it and refund the subtotal of your order.
A refund will not be issued until the parcel has arrived back in our facility.
Note: Once we have processed a refund, it can take your bank anywhere from 2-8 business days to process the refund on their end and issue it back to your account.
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.