Return & Refund Policy

1. General Return Policy

We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a straightforward return process. Our return policy varies by product type:

2. Spare Parts Returns

2.1 Eligible Returns

• Unused and uninstalled parts in original packaging
• Parts returned within 7 days of delivery
• Standard stock items (not special orders)
• Parts with manufacturing defects

2.2 Non-Returnable Items

• Electrical components (once opened)
• Custom-ordered parts
• Special-order items
• Fluids and lubricants
• Parts that have been installed or modified

2.3 Return Process

1. Contact our support team to request a Return Authorization (RA) number
2. Pack the item securely in original packaging
3. Include the RA number on the shipping label
4. Ship to the address provided by our support team
5. Wait for inspection and refund processing

3. Equipment Rental Returns

3.1 Early Returns

If you return rented equipment before the agreed rental period:

• No refund for unused rental days
• Equipment must be returned in clean, working condition
• Fuel levels must match rental agreement
• All accessories must be included

3.2 Late Returns

Late returns are subject to additional charges:

• Late fees: 1.5x daily rate for each overdue day
• Maximum late fee: 3x original rental cost
• Unauthorized late returns may result in account suspension

3.3 Damage During Rental

Customers are responsible for damage caused by misuse, negligence, or unauthorized operation. Normal wear and tear is covered under our maintenance warranty.

4. Damaged or Defective Items

4.1 Shipping Damage

If your order arrives damaged:

• Report within 48 hours of delivery
• Provide photos of damage and packaging
• We will arrange replacement or full refund
• Shipping costs are covered by VREMP

4.2 Manufacturing Defects

For defective parts:

• Contact us within 30 days of delivery
• Provide proof of purchase and defect description
• Return the defective item for inspection
• Replacement or refund provided after verification

5. Refund Process

5.1 Processing Time

• Refunds are processed within 5-10 business days
• Processing begins after we receive and inspect returned items
• Your bank may require additional time to post the refund

5.2 Refund Amount

• Full refund for defective or damaged items
• Full refund for eligible returns (item cost only)
• Original shipping costs are non-refundable
• Return shipping costs are customer responsibility (unless defective)

5.3 Refund Method

Refunds are issued to the original payment method used for purchase. If original payment method is unavailable, store credit may be offered.

6. Exchange Policy

6.1 Exchanges

We offer exchanges for:

• Wrong item shipped (our error)
• Defective items within warranty period
• Size/compatibility issues (within 7 days, unused condition)

6.2 Exchange Process

Follow the standard return process and specify that you want an exchange. We'll ship the replacement item once we receive the original item.

7. Cancellations

7.1 Order Cancellation

• Orders can be cancelled before shipping
• Full refund for cancelled orders
• Once shipped, orders follow return policy

7.2 Rental Cancellations

• Cancellations 48+ hours before pickup: Full refund
• Cancellations 24-48 hours before pickup: 50% refund
• Cancellations less than 24 hours: No refund

8. Return Shipping

8.1 Customer Responsibility

For standard returns:

• Customer pays return shipping costs
• Use insured shipping for valuable items
• Keep tracking information until refund is processed

8.2 VREMP Responsibility

We cover return shipping for:

• Defective or damaged items
• Wrong items shipped (our error)
• Warranty claims

9. Warranty Claims

Manufacturer warranties are separate from our return policy. Warranty claims should be directed to the manufacturer or processed through our support team with proof of purchase.

10. Contact Information

For return requests, questions, or assistance:

• Email: returns@vremp.com
• Phone: +1 (555) 123-4567
• Hours: Monday-Friday, 8AM-6PM EST