Return & Exchange Policy

Return & Exchange Policy 2017-11-09T09:46:29+00:00

Vitrek Return and Exchange Policy

At Vitrek we strive to deliver the best customer service in the test equipment industry.  In order to provide this extremely high level of service, all returns and exchanges must include a Return Merchandise Authorization (RMA) number. To start the return process, please complete and submit our online RMA Form. A representative will review the request and will provide further instruction on how to proceed. Please allow 24-72 business hours to review and respond to your RMA request.

If an item is returned without an RMA number or contrary to the instructions provided, we reserve the right to either refuse the return or to charge a restocking fee of no less than twenty five percent (25%) of the original item price, at our discretion.

We refund the full cost of the merchandise if your return is a result of our error or defective product. If the return is not a result of our error or defective product and you obtain an RMA and return the item in like new condition, within the designated period, we will refund the full cost of the merchandise. All shipping costs are non-refundable.

How Long Do I Have to Request an RMA?

You may return or exchange an item with an approved RMA requested within fourteen (14) days of receipt of the product. No restocking fees will be assessed if the RMA is requested within the first seven days of ownership. Please inspect all items upon arrival and notify us of any discrepancies within 24 hours. Once an RMA is issued, you have fourteen (14) days to initiate the shipment of returning the item as described below. If the item is not returned within that time period, a new RMA number must be requested and re-approved. We reserve the right to refuse re-approval.

How do I get an RMA number?

The first step in making a return is to complete our RMA form. If you have any difficulties completing the form or have any questions about your return, please contact us. Requests for an RMA are processed during work days between 9-5PM PST. Please allow 24-72 business hours for a reply.

Once your return request has been processed you will be provided with an RMA number. It is the customer’s responsibility to prepay all return shipping costs. We suggest you insure your item for its full value as Vitrek is not responsible for lost or damaged merchandise. If we receive the product damaged or it is lost in transit, you are responsible for filing any claims directly with your shipping company.

Non-Cancelable / Non-Returnable Products

The following items are non-cancelable/non-returnable: 1) Special order items. 2) Specially configured items. 3) Specially engineered items (non-recurring engineering).