Return Policy

There are some important precautions when returning items you have purchased online from Vertagear.com.vn

Vertagear.com.vn still retains its exclusive positions to repair or replace (for a new replacement product or to be replaced) the product or to propose the full cost of payment. (Compensation policy will be for you only and will have a separate compensation policy for any breach of warranty policy).

Application period: from August 1, 2020

Place of Exchange: Elite Technology Joint Stock Company

289/1 Ung Van Khiem, Ward 25, Binh Thanh District, HCMC.

1. GENERAL RULES:

Customers can get a full refund for brand-new and unopened items within 3 days of receipt. New, unused and resalable items can either be refunded or exchanged. Customers only need to ensure that the item is returned in its original packaging and box within 3 days of receipt. All returned items will be thoroughly inspected and a partial refund will be charged for used or opened product. In the event that our technician verifies that the returned item is defective or incorrect, we will refund both the shipping and handling charges. Products returned through this policy will be refunded through the original payment method. In case that you return a product that was paid for via a gift voucher or given as a gift, you will receive a redemption voucher upon refund.

Customers wishing to exchange (return) products follow these steps:

Step 1: Customers contact directly to Tel: (84-28) 3512 3959 or email kai@elite-jsc.com.

Or fill out the information form in the contact us section posted on the https://vertagear.com.vn/vi/contact/ website

For instructions and order information including Order number, Product name, Product error (detailed description), reason of return, product picture with customer’s request.

Supported needs: New products change, refund or warranty

Step 2: Vertagear.com.vn receives information and checks orders according to customer feedback

Step 3: Vertagear sends an informative email to customers with instructions to exchange (return) the product.

Step 4: Customers pack the product and bring the accompanying documents of the product you want to exchange (return) to the post office and send to vertagear.com.vn or can bring it directly to the receiving address posted in the Exchange and Warranty section on the website.

Step 5: Due to the returned products, Customers please paste the exchange ticket and fill out all information on the outside of the package:

+ The order code

+ Request to exchange or return the product

+ Reason for exchanging (returning)

+ Refund method (if any)

+ Ordered invoice or noted order with product code

+ Value added invoices (if any)

+ Accessories included and promotional gifts (if any)

Step 6: After receiving the items, vertagear.com.vn gives feedback to customers and how to handle compensation in accordance with the Regulations.

Note: Customers who send products for exchange (return) through a third party must be responsible for the intact condition when sending to vertagear.com.vn.

2. EXCHANGE (RETURN) CONDITIONS:

CUSTOMERS PLEASE MAKE SURE THAT THE EXCHANGE (RETURN) PRODUCT MUST SATISFY THE CONDITIONS OF THE RETURN POLICY.

• Products are not on the Restricted Exchange (Return) list or do not support exchange (return).
• Submit request for exchanging (returning) within 3 days from the receipted date.
• The product has its original packaging, full accessories, label, warranty card and accompanying gifts (if any) and has no signs of being used.
• For products purchased in the promotion section, Vertagear will help changing to another product that does not support any refund.

3. EXCHANGE (RETURN) SHIPPING POLICY:

You are responsible for the return shipping and incurred costs when you return the item for the following reasons:

+ You refuse to transport without passing inspection

+ You miss the shipping appointment

+ You return the product without any technical defects or damage.

The refund fee is partially payable only if it is found that the returned product is not packaged in a new, original and unopened condition. The refund fee will depend on the condition of the product and is at our sole decision.

Additionally, if the received item is not in its original condition, we reserve the right to deduct the actual return shipping cost or based on the size and weight of the item.

Products must be returned in an unopened condition, otherwise we may deduct a 15% re-stocking fee (based on inspection results). Please contact us if you have any questions or concerns.

* Not applicable to promotional products.

4. REFUND POILICY:

Please note that shipping and handling charges are non-refundable and any opened item will be subject to a 15% re-stocking fee. Returned items must be in brand new condition with all wrapping paper unopened as you received them. Re-stocking costs will be reduced or waived based on the condition of the returned product.

Refund request for returning:

+ Seats must be in original box and original packaging.

+ Seats must be returned within 3 days of receipt.

+ Seat must be in new and unused condition.

5. CANCELLATION POLICY:

Requests to cancel or change an order must be emailed as soon as possible before product will be shipped. Any email messages asking to change or cancel an order received after business hours will be processed the next business day. Any cancellation or rejection after the item is shipped will be counted as a return for the item and all charges including unlimited shipping and handling charges will be deducted / charged. Any orders refused upon shipment (unless previously discussed with customer service) will be charged as refund, handling and shipping costs will be deducted / charged.

Credit card orders must be cancelled the same day, by 5 pm in Vietnam time zone. The commercial transaction fee we incur for the refund of credit card orders, totaling 7,150 VND or more, will be cancelled after business hours on the payment day and will be deducted from the refund fee. Commercial transaction fees are charged according to the budget policy.

An 20% minimum of the re-stocking fee will be charged for orders requiring cancellation after 24 hours as we aim to process items as soon as payment is received.

Please read the Vertagear Product Terms of Use and Payment carefully at our homepage. By accessing, reading through or using this site, you acknowledge that you have read, understood and agreed to be bound by these terms. If you do not agree to these terms, please do not use this site.

6. IN CASE THAT CUSTOMERS PROVIDE INACCURATE ADDRESS:

In the event that the product is returned to us due to the incorrect or incomplete address, the product will be marked “not received” or “returned to sender” or deemed undeliverable for any reason due to the final carrier, we will notify you by email. When the item is returned to us, our refund department will process and refund your order almost completely.

The refund fee will not be paid until the package returns to our facility.

Note: Once a refund is processed, it can take 7 to 10 business days for your bank to process the refund and return it to your account. 

Make sure you provide the correct address as we are not responsible for mistakenly delivering to the wrong address.

In case you contact the last delivery company after the order has left our warehouse and ask them to continue or change the delivery address, we will not responsible if the order is lost, stolen or damaged.

7. WARRANTY POLICY:

• All products posted on the vertagear.com.vn website follow the warranty terms of the supplier and manufacturer.
• All equipment is warranted at the Service Center (TTBH) of Vertagear.com.vn. Product warranty information is posted in the warranty section of vertagear.com.vn.

Bảo hành Vertagear

• The Service Center (TTBH) of vertagear.com.vn

Elite Technology Joint Stock Company

289/1 Ung Van Khiem, Ward 25, Binh Thanh District, HCMC.

Tel: (84-28) 3512 3959

Email: kai@elite-jsc.com