Refund policy
The Road Test
Each customer is eligible for one (1) 14 day Road Test for their first order placed on Vanterracustoms.com. Only first orders placed on are eligible for The Road Test. Any orders placed using the same credit card, email address, billing address or shipping address will be considered as being placed by the same customer. If you are not certain that your order qualifies for The Road Test please contact us!
If a customer has made a return within their Road Test, they are not eligible for another Road Test on the same product. The Road Test is non-transferable and any returns require proof of purchase.
Returns
Though we always hope that our customers love their new Vanterra product, we are aware that life happens. You can decide to return your product at any time during your 14 day Road Test, up to 14 days from the date of delivery. We do require all returns to be of like-new product. DO NOT send the products back to warehouse without taking Return Authorization(RA#) from our returns team. Sending products without obtaining RA number Vanterra will not be liable for lost or damage product and may not be able issue refund. Any product that is returned damaged is subject to void all refunds. All returns will incur a standard $79 return shipping fee.
Please note, all returns must be returned in original packaging. All refunds go back to the original method of payment.
Refusing a Delivery
DO NOT refuse delivery or send products back to Vanterra without first getting a Return Authorization (RA#) from our returns team. If you do not follow this procedure when returning an item, you will likely encounter difficulty with replacements or credits. For all refuse/return items there will be standard $79 shipping fee.
Warranty
Once in blue moon defects are found, when this happens Vanterra is here to help! If it so happens that once you open your new Vanterra merchandise and you see that it is anything less than perfection the best thing you can do is reach out to us!
Vanterra will be able to supply you with parts, repairs, replacements, and in some cases a full exchange.
Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, or commercial purposes will not be covered by the Vanterra's warranty.
Returns
Though we always hope that our customers love their new Vanterra product, we are aware that life happens. You can decide to return your product at any time during your 14 day Road Test, up to 14 days from the date of delivery. We do require all returns to be of like-new product. DO NOT send the products back to warehouse without taking Return Authorization(RA#) from our returns team. Sending products without obtaining RA number Vanterra will not be liable for lost or damage product and may not be able issue refund. Any product that is returned damaged is subject to void all refunds. All returns will incur a standard $79 return shipping fee.
Please note, all returns must be returned in original packaging. All refunds go back to the original method of payment.
Refusing a Delivery
DO NOT refuse delivery or send products back to Vanterra without first getting a Return Authorization (RA#) from our returns team. If you do not follow this procedure when returning an item, you will likely encounter difficulty with replacements or credits. For all refuse/return items there will be standard $79 shipping fee.
Warranty
Once in blue moon defects are found, when this happens Vanterra is here to help! If it so happens that once you open your new Vanterra merchandise and you see that it is anything less than perfection the best thing you can do is reach out to us!
Vanterra will be able to supply you with parts, repairs, replacements, and in some cases a full exchange.
Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, or commercial purposes will not be covered by the Vanterra's warranty.
Shipping Return Address
10-16363 85 AVENUE,
SURREY, BC, V4-NK1
Return Policy: Lost Shipments and Claims Process
Thank you for shopping with us! We value your satisfaction and want to ensure that your shopping experience is as smooth as possible. This return policy outlines our guidelines regarding lost shipments and the claims process. Please take a moment to review the following information.
Lost Shipments:
In the unfortunate event that your package is lost during transit, we understand the inconvenience this may cause. We assure you that we will do our best to assist you in locating the package and resolving the issue. However, please note that we will not issue refunds for claimed packages until a resolution has been found.
Claims Process:
If you believe your package is lost, please reach out to our customer support team within a reasonable time frame. We will guide you through the claims process and provide the necessary assistance to initiate an investigation with the shipping carrier. It is important to provide accurate and detailed information about the lost package, including the tracking number and any relevant documentation.
Resolution and Refunds:
Once a claim has been filed, we will work closely with the shipping carrier to determine the status of your package. If the claim is found to be accurate and the package is declared as lost, we will proceed with the resolution process. This may involve offering a replacement item or issuing a refund, based on your preference. In such cases, we will make every effort to resolve the situation promptly and to your satisfaction.
Inaccurate Claims:
While we understand the frustration caused by lost shipments, it is important to note that we will not issue a refund if the claim is determined to be inaccurate or if the package has been delivered successfully. We kindly request your cooperation in providing accurate information and understanding that false claims can hinder the claims process for genuine cases.
Communication and Updates:
Throughout the claims process, we will maintain open lines of communication with you. We will keep you updated on the progress of your claim and provide any relevant information received from the shipping carrier. Please ensure that you check your email regularly or contact our customer support team for the latest updates.
We appreciate your understanding and cooperation regarding our return policy, specifically related to lost shipments and the claims process. Should you have any questions or concerns, please don't hesitate to reach out to our customer support team. We are here to assist you and resolve any issues you may encounter.
Please note that this return policy is subject to change without prior notice. It is advisable to review the policy periodically to stay informed about any updates.
