Shipping Terms
1. Ex-Works (EXW): Our default shipping term is Ex-Works (EXW), where the buyer assumes responsibility for arranging and paying for transportation, insurance, and any applicable customs duties or taxes. Under EXW terms, the buyer is responsible for collecting the goods directly from our facilities.
2. Preferred Shipping Providers: While we primarily operate under EXW terms, we can assist customers in selecting preferred shipping carriers upon request. Any additional costs associated with preferred carriers will be communicated to the customer for approval prior to shipment.
3. Shipping Timeframes: We strive to process and dispatch orders promptly. However, shipping times may vary depending on factors such as product availability, destination, and carrier efficiency. Customers will be provided with estimated delivery times upon order confirmation, and we will endeavor to meet or exceed these estimates.
4. Shipping Costs: Shipping costs are calculated based on the weight, dimensions, and destination of the package. Customers will be provided with a shipping quote at the time of purchase, and any additional shipping charges incurred due to changes in delivery address or special requests will be communicated and agreed upon before shipment.
Return Terms
1. 30-Day Returns: We offer a 30-day return policy, allowing customers to return or exchange products within 30 days of delivery for any reason. To initiate a return, customers must contact our customer service team to obtain a Return Merchandise Authorization (RMA) number and instructions for returning the item.
2. Return Authorization: All returns must be authorized in advance. Customers must obtain an RMA number from our customer service team before returning any items. Returns without an RMA number will not be accepted.
3. Return Shipping: Customers are responsible for all return shipping costs unless the return is due to a mistake on our part or a product defect covered under warranty. We recommend using a trackable shipping method and insuring the package for its full value.
4. Product Condition: Returned items must be in their original condition, with all tags, labels, and packaging intact. We reserve the right to reject returns that do not meet these conditions or charge a restocking fee.
5. Defective Products: In the event of a manufacturing defect or product malfunction within 180 days of delivery, we will arrange for the return and replacement of the item at no additional cost to the customer. Customers may be required to provide photographic evidence or other documentation of the defect.
6. Recall Procedure: If a product recall is initiated by VAN De Power, we will cover all costs associated with returning and replacing recalled items, including any related customs duties or taxes. Customers will be notified of the recall and provided with instructions for returning the affected products.
Our goal is to provide exceptional service and ensure customer satisfaction with every purchase. If you have any questions or concerns regarding our shipping or return policy, please don't hesitate to contact our customer service team at info@vandepower.com or info@vansuns.com for assistance.