Vanco Electrical Solutions Return, Refund, and Cancellation Policy

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

1.1 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.

1.2 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, factory-sealed 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 — meaning factory-sealed or in original packaging, unused, and in 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 or made-to-order products.
• Clearance or “final sale” items (unless otherwise indicated at the time of purchase).
• Gift cards and vouchers.

2.3 Return Merchandise Authorization (RMA) Required

All returns require prior written authorization from Vanco. Returns shipped to Vanco without a Vanco-issued RMA number will be refused and returned to the sender at the sender’s expense.

To obtain an RMA, contact us at sales@vancoelectrical.com with your order number and reason for return before shipping anything back.

2.4 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.

2.5 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.
• Visible Damage at Delivery: 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.
• Concealed Damage: If damage is discovered after the package has been accepted and opened, you must notify Vanco within 5 business days of the Date of Delivery. Provide clear photographs of the packaging and the damaged item. Claims submitted after this window may not be accepted.
• Claims Process: Immediately contact Vanco at sales@vancoelectrical.com with your order number and 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 are non-recoverable for Vanco 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)

If you purchased the wrong item but still need a solution from Vanco, you may exchange your item for a different product. Exchange requests must be initiated within the same 30-day return window.

• Restocking Fee Waived: We will waive the 25% restocking fee entirely.
• Shipping: You are responsible for all shipping costs, including return shipping of the original item to Vanco and shipping of 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. The replacement must be a single item of equal or greater value, or a combination of items whose total equals or exceeds the original purchase price.
• 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, 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

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.
• Priority: Section 5.5 takes precedence over all other fee and shipping provisions in Section 5 for verified defective items, regardless of exchange value.
• 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 within 30 days of the Date of Delivery 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; 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. Step 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. Step 2 — Obtain RMA Authorization: Do not ship anything until Vanco confirms your return is eligible and issues a Return Merchandise Authorization (RMA) number. Returns shipped without an RMA will be refused at your expense.
3. Step 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. Step 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

9.1 Proof of Purchase

A valid proof of purchase (order confirmation or invoice) is required for all returns, refunds, and cancellations.

9.2 Governing Law

This policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

9.3 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.

9.4 Contact Information

Frequently Asked Questions (FAQ)

Revised: March 2026