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Vanco Electrical Solutions Return, Refund, and Cancellation Policy

Effective Date: December 3, 2025

Thank you for choosing Vanco Electrical Solutions. This policy outlines your rights and obligations regarding returns, refunds, and cancellations for purchases made through our website. By placing an order with us, you agree to the terms below.

1. Scope and Definitions

Scope
This policy applies to purchases made through our website and to orders shipped to Canadian addresses unless a different arrangement is expressly agreed upon in writing. International orders are final sale unless Vanco explicitly states otherwise at the time of purchase.
Key Definitions

  • Purchase Date: The date your order was placed and payment was authorized.

  • Date of Delivery: The date the order was delivered to the shipping address provided.

  • Verified Defect or Vanco Error: A product defect confirmed by Vanco following inspection, or an error caused by Vanco (e.g., shipping the wrong item).

  • Restocking Fee: A fee charged to cover the cost of handling and repackaging for eligible returns that are not due to a Verified Defect or Vanco Error.

2. Returns

2.1 Eligibility Window
Most new, unopened items may be returned for a refund within 30 days of the Date of Delivery, provided the item is returned in its original, unused, resalable condition with all original packaging, accessories, and documentation.
2.2 Non-Returnable Items
The following items are non-returnable unless there is a Verified Defect or Vanco Error:

  • Custom-made, made-to-order products.

  • Clearance or “final sale” items (unless otherwise indicated at the time of purchase).

  • Gift cards and vouchers.

2.3 Return Shipping and Costs

  • Customer-Paid Shipping: Except where the return is due to a Verified Defect or Vanco Error, customers are responsible for the full cost of return shipping. You must provide and prepay a return shipping label.

  • Shipping Recommendation: We strongly recommend shipping returns using a trackable and insured method and retaining proof of postage and the tracking number until your return and refund are complete.

  • Timeliness: Returns must be received by Vanco no later than 30 days from the Date of Delivery. Late returns will be refused and returned to the sender at the sender’s expense, unless Vanco has provided prior written approval for a late return.

2.4 Inspection and Condition
All returns are subject to inspection upon receipt. Vanco will confirm if the item meets the eligibility criteria (e.g., unopened, undamaged, complete). If a returned item does not meet the eligibility criteria, Vanco may refuse the return and the refund.

3. Shipping Damage and Transfer of Responsibility
Vanco carefully packages all items before shipment. Our responsibility for the condition of the package ends when the shipment is picked up by the carrier.

  • Transfer of Liability: Once an order leaves our warehouse, liability for the package transfers to the shipping carrier and then to the customer upon acceptance of delivery.

  • Reporting Damage: If your package arrives with visible damage to the box, you must refuse the delivery and take clear photographs of the damage before it is returned to the carrier.

  • Claims Process: Immediately contact Vanco at sales@vancoelectrical.com with your order number and the damage photos. This documentation is essential for us to file a claim with the shipping carrier on your behalf and to process a replacement or refund for you.

4. Cancellations

4.1 Cancellation Before Shipment
You may cancel an order at any time before the item ships.
4.2 Refund for Canceled Orders
If you cancel an order, we will refund the amount you paid minus any payment processing fees actually charged to Vanco for the transaction. These fees (typically 2.9% + C$0.30 for domestic cards) are non-recoverable for us when a refund is processed.
4.3 Cancellation After Shipment
If the item has already shipped, the order cannot be cancelled. You must follow the Returns process outlined above (including the Restocking Fee and customer-paid return shipping, where applicable).

5. Refunds & Exchange Options

5.1 Overview
We understand that sometimes a product isn’t the right fit. To ensure you get the equipment you need without losing value, Vanco offers two options for returns: a Direct Exchange (Best Value) or a Standard Refund.
5.2 Option A: Direct Exchange (Recommended)
Avoid the restocking fee and get the right product.
If you purchased the wrong item but still need a solution from Vanco, you may exchange your item for a different product.

  • Restocking Fee Waived: We will waive the 25% restocking fee entirely.

  • Shipping: You are responsible for shipping the original item back to us. However, Vanco will cover the shipping cost to send the replacement item to you.

  • Equal or Greater Value Requirement: To qualify for this waiver, the replacement item(s) must be of equal or greater value than the original item.

    • If the new item is more expensive: You simply pay the difference.

    • If the new item is of lesser value: This does not qualify for the exchange waiver. It will be treated as a Standard Refund (Section 5.3) subject to the restocking fee, and the new item must be purchased separately.

5.3 Option B: Standard Refund
If you prefer a cash refund to your original payment method, or if you are exchanging for an item of lesser value, the following terms apply:

  • Purchase Price: Refunds are issued for the actual amount paid (including discounts).

  • Restocking Fee: A 25% restocking fee will be deducted from the refund amount to cover handling, inspection, and processing.

  • Shipping Charges: Original shipping charges are non-refundable. You are responsible for return shipping costs.

  • Processing Time: Once received and inspected, refunds are processed within 10 business days. Please allow an additional 3–5 business days for your bank to post the funds.

5.4 Summary of Options
Feature Option A: Exchange (Equal or Greater Value) Option B: Standard Refund (or Lower Value Exchange)
Restocking Fee WAIVED ($0) 25% Deducted
Return Shipping Customer Pays Customer Pays
Replacement Shipping Vanco Pays N/A
Refund Amount 100% value applied to new item 75% of value refunded
5.5 Exceptions

  • Defective/Error: If the return is due to a Verified Defect or a Vanco shipping error, no restocking fees apply, and Vanco will cover all shipping costs.

  • Taxes: Applicable Canadian taxes (e.g., GST/HST/PST) will be refunded or adjusted in accordance with tax rules based on the final transaction amount.

6. Defective or Damaged Merchandise (Vanco Error)
If you receive an item with a Verified Defect or damage not caused by shipping (see Section 3), please contact us immediately at sales@vancoelectrical.com or by phone at (905) 305-7702.

To help us process your claim quickly, please include:

  • Your order number.

  • Photos clearly showing the defect or damage.

  • A brief description of the defect or damage.

If Vanco verifies the defect or damage, we will:

  • Arrange and pay for return shipping.

  • At your choice, either ship a replacement at no additional charge or issue a full refund (including original shipping charges).

7. International Orders and Refused Delivery

7.1 Final Sale
Unless expressly stated otherwise at the time of purchase, international orders are final sale and are not eligible for return.
7.2 Refusal Due to Fees
Vanco is not responsible for any duties, taxes, customs fees, or other border-related charges imposed by the destination country. These fees are the sole responsibility of the customer.

If a customer refuses to pay these fees or rejects the delivery for this reason, the following will apply:

  • The customer forfeits the right to a full refund.

  • The amount refunded will be the purchase price less all costs incurred by Vanco, including but not limited to:

    • The original shipping charges.

    • All incurred duties, taxes, and brokerage fees (charged by the carrier).

    • The return shipping charges back to Canada.

    • Any storage, penalty, or refusal fees charged by the courier or customs authority.

  • If the total costs incurred by Vanco exceed the original purchase price, no refund will be issued. Duties and other non-recoverable import fees are never refundable by Vanco.

8. How to Return an Item (Customer Instructions)

  1. Contact Us: Email sales@vancoelectrical.com with your order number, the reason for the return, and photos if the item is defective or damaged.

  2. Get Authorization: If your return is eligible, Vanco will confirm the return and provide a return shipping address and any required Return Merchandise Authorization (RMA) number.

  3. Ship: Package the item securely. Customers must provide and prepay a return shipping label unless the return is due to a Verified Defect or Vanco Error.

  4. Track: Ship the item using a trackable, insured service and retain proof of postage and tracking information until the refund is complete.

9. General Terms

Proof of Purchase
A valid proof of purchase (order confirmation or invoice) is required for all returns, refunds, and cancellations.
Governing Law
This policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.
Policy Changes
Vanco reserves the right to modify or update this policy at any time. Any changes will be effective immediately upon posting to our website.

Contact Information
If you have any questions or need assistance with a return or refund, please contact us:
Vanco Electrical Solutions
Email: sales@vancoelectrical.com
Phone: (905) 305-7702

Frequently Asked Questions (FAQ)

Q: How long do I have to return an item?
A: You have 30 days from the Date of Delivery to return most new, unopened items.

Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the return is due to a Verified Defect or Vanco Error.

Q: What should I do if my package arrives damaged?
A: Refuse the package from the carrier and immediately take clear photos of the damage. Contact us at sales@vancoelectrical.com right away so we can file a claim with the carrier.

Q: What is the restocking fee?
A: A 25% restocking fee applies to returns that are not the result of Vanco’s error or a manufacturer defect. This fee is deducted from your refund.

Q: Are international orders refundable?
A: No, international orders are final sale unless we state otherwise at the time of purchase. Customers are also responsible for all duties and import fees, and these are non-refundable by Vanco.