Vanjak Ltd. Returns Policy
Even when we try to ensure that all orders are despatched correctly and in perfect working order mistakes can happen and goods can be faulty when taken out of their packaging. This procedure details what help we offer our customers when something like this happens.
The Contact Point
If you need to return goods for any reason you must first contact our returns department 028 796 32457 or by e-mail to firstname.lastname@example.org no later than ten working days after the date on the sales invoice. Depending on the nature of your problem you will be advised on the correct procedure. The following details are just an overview of the different reason why goods might need to be returned.
1. Incorrect items received or damaged on receipt.
If your goods are wrong or damaged we will endeavour to get the proper items to you by the fastest possible means that we have at our disposal.
2. ‘Wrong items ordered by the customer or no longer required’
If you ordered the wrong items even though we went through your order with you or you simply want to return them you must first obtain our permission to return the goods at your expense. They must be unopened, undamaged and in perfect condition or else we will not accept them back. Such items will be subject to a minimum of 30% handling and restocking charge.
3. ‘Dead on Arrival’
If upon installation a piece of equipment is faulty we will replace it as soon as possible. An invoice will be raised for this replacement item and a credit note will be raised when the faulty item is received by us complete with all packaging, leads, manuals etc and found to be actually faulty. No credit note will be raised if the item is not faulty, has been customer damaged, incorrectly installed or incomplete when received back by us.
4. Specially ordered items
Vanjak will not accept returns for goods specially ordered by a customer and not normally stocked by us. Of course the warranty given by the manufacturer will apply.
5. Returning Receivers
Prior to any faulty receivers being returned please ensure that you contact Vanjak Ltd. either by telephone or e-mail to inform us of a pending return, quantity, fault and, if possible, the serial numbers. This is in the interest of the customer to ensure that the warranty claim is resolved in a prompt and efficient manner.
On receipt of the returned digital receiver, and the original warranty period for the unit has not expired, Vanjak Ltd. shall provide the customer with an immediate credit for the returned goods. Vanjak Rigging Supplies shall then supply and invoice a replacement digital receiver via the next available delivery to the customer.
The credit and invoice transaction will appear on the customer’s next statement but with zero effect on the overall balance. It is also understood that any digital receiver returned to Vanjak Rigging Supplies shall only be processed in this manner i.e. there shall be no “credit only” transactions against the customer’s account.
While the policy points above are intended to provide a prompt and efficient service to the customer in terms of a replacement receiver it is not a final acceptance of liability of warranty by Vanjak Ltd. in relation to the condition of goods returned i.e. Vanjak Ltd. shall determine the extent by which it is responsible under the warranty agreement by an internal inspection carried out on all returned units to establish the condition of the receiver and all peripheral accessories.
Therefore, where the inspection highlights any missing or damaged items from those supplied in the original sales contract e.g. the remote control or the receiver then Vanjak Ltd. will charge the customer to the full value of the missing or damaged items.
The term “damaged” refers to that which constitutes improper use under the normal operating conditions or the purpose for which the equipment was intended.
Also it is in the interest of the customer to ensure that they inform the end user of their responsibility to return the equipment in its entirety.
6. Guarantee or warranty
We offer exactly the guarantee given by the various manufacturers whose terms may vary considerably. Since some manufacturers will accept faulty items sent directly to them so please check with our returns department before taking any action.
If you send any item back it remains your responsibility until we have received it in the proper condition and it would be prudent to take out insurance for the full value of expensive items in case of loss or damage during transit from you to us. We suggest that you use some means of recorded delivery as proof of posting or despatch cannot be considered as proof of delivery.
Returned items that are not covered by the normal warranty terms and conditions e.g. the date has expired, shall not be processed until the customer is notified as to the status of the warranty and the customer has informed Vanjak Ltd. of their decision as to the disposal of the unit.