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Customer Return
Guidelines
Basic Return Information
For all returns to VCP you must obtain a Return Authorization
number from our Customer Services department by using our Online
RMA From or by calling 800-370-2055 prior to shipping the product
to our returns receiving warehouse at:
Value Communication Products, Inc.
6800 Commerce, Unit F
El Paso, Texas 79915
The following information is needed to issue a Return Authorization:
- Company Name
- Customer Account Number
- Invoice/Order Number
- VCP Item Number
- Reason for Return
- Serial # If applicable
- Po #
You may also request the type of return you would like:
Replacement returns of products
damaged on arrival (DOA) – if you have a COD account,
VCP ships the replacement product as soon as the damaged product
is received.
Cross-Shipment returns of undamaged
products – if you have a net-terms open account, VCP ships
the replacement product immediately; you ship the damaged product,
and the packages cross in transit.
Credit returns of undamaged
products – Credit returns may be available depending on
a variety of conditions. You ship the product; when it is received,
VCP credits your account. Custom or specially manufactured
products cannot be returned for credit. Non-stock items –
restocking fee and freight from vendor may be passed to customer.
For your convenience and faster service use our Online RMA
From or fax your request to 800-370-2055.
Products not authorized for return shall be defined as “overgoods.”
Overgoods may be returned to you at your expense or VCP may,
in its sole discretion, issue a credit for the last purchase
price, or the current price or the cost of goods less a 20%
handling fee. VCP will not be liable for any loss or damage
to overgoods. Products returned for any reason other damaged
on Arrival or as defective must be in resalable condition,
complete and unused, and the outer seal must not have been
opened or re-taped.
Products boxes that have been opened, used or re-taped may
not eligible for return and could be refused.
All orders that require configuration or assembly of product
to meet customer specifications are non-cancelable. These orders
are custom built to meet a specific customer’s need and
may not be canceled. The customer is responsible for the full
payment of the order a purchase order has been sent to VCP
Additional requirements include:
- Accounts must be current to receive a RA# for a stock balance
return.
- End-of-Life product cannot be returned.
- Custom product cannot be returned.
Refused orders may be subject to a cancellation fee. Call Customer
Service at 800-370-2055 before refusing any shipment. Failure
to call Customer Service may result in credit refusal, and
products will be returned to you at your expense.
Shipping Guidelines
For VCP to process your return in a timely manner please review
the information and follow the procedures outlined below:
- Use the original manufacturers’ boxes and packaging
- Package all returns to prevent damage in transit.
- Use shipping labels on cartons being returned
- All returns have an RA number, printed on the return shipping
label
- Do not write addresses or RA numbers on the outside of the
manufacturers’ boxes. Products must be in resalable condition
to receive credit
- All returns must be complete including all components, accessories,
instructions
- All returns must be received by VCP within 30 days from the
date the RA number is issued. RA numbers are only valid for
30 days
- Returns must be shipped freight pre-paid
Manufacturer policies are subject
to change without notice.
VCP will make every reasonable effort to exchange defective
products. All original packaging, components, accessories,
software and manuals must be included with returned defective
products. Defective products returned incomplete may be assessed
a charge for the missing items or returned to you at your expense.
If you have or defective product, please call our Customer
Service department at 800-370-2055. When possible, our Technical
Support department will assist you in reviewing the manufacturer’s
installation procedure to rule out incompatibility. Often,
by offering expert technical information, they can help you
avoid the time and expense of returning a product.
In order VCP to process your claim
most efficiently:
- Contact your local UPS office and advise them that you have
a damaged product that needs to be picked up and returned to
VCP.
- Provide them with the information requested on the Damaged
Reference and “MT” Box Returns Form.
- An inspector should contact with you within 3 days.
- UPS should pick up the damaged package or empty box and leave
a call tag-pick up receipt and return the product back to VCP
Please keep this receipt for your records in case the products
is not returned to VCP.
- In the event that the inspection does not take place, or
your products is not picked up within 5-business day of your
initial call, please contact VCP Customer Services at 800-370-2055.
Sealed Product Returns
VCP offers stock balancing of up to 10 percent of your previous
3 months’ purchases based upon purchase price, less all
returns and all credits. A 20 percent restocking fee will be
charged for stock balance returns exceeding 10 percent. Sealed
product returns varies by manufacturer, but can up to 90 days
from the date of our invoice. Some restrictions may apply,
depending on individual manufactures’ policies. Manufacturers
reserve the right to limit stock balance returns on discontinued
items. Manufacturer policies are subject to change without
notice.
To qualify for sealed product returns, products must be resalable
condition in new, clean, unopened, undamaged, original manufacturer
packaging. All products must be returned with all original
components, accessories, software, manuals and registration
cards. All stock balance returns that are not received in resalable
condition may be subject to a restocking fee or returned to
you at your expense. VCP must be current. Credit will be issued
at current pricing or original purchase price; whichever is
lower, for use toward future purchases.
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