RETURNS POLICY

1 GENERAL CONDITIONS FOR RETURNS

  1. Every request for return of product must be addressed in writing via email.
  2. Product can only be returned once Customer Support has issued a valid RMA number.
  3. An RMA number is valid for 10 days after its issue by Customer Support; consequently the concerned products must be returned to Viadex Ltd within that period of time.
  4. Only product purchased at Viadex Ltd can be returned. Verification may be made via invoice number and date and in some cases on the serial number detailed on the invoice.

2 REASONS FOR RETURNS

2. 1 DOA (dead on arrival)

  1. The DOA conditions for any product reflect those of the manufacturer.
  2. Viadex Ltd does not offer any warranty other than that granted by the manufacturer to Viadex Ltd. Consequently, the warranty conditions provided by Viadex Ltd will be an exact copy of the manufacturer's.
  3. In some cases, the manufacturer’s warranty conditions specify a third party address to which DOA items must be returned. In these cases Viadex Ltd will not accept receipt of returned goods.

2.2 Defective products

  1. Viadex Ltd does not offer any warranty other than that granted by the manufacturer to Viadex Ltd. Consequently, the warranty conditions provided Viadex Ltd will be an exact copy of the manufacturer's.

2.3 Incorrect deliveries by Viadex Ltd

  1. Account Manager must be notified of all incorrect deliveries within 5 working days within date of delivery.
  2. Only products in their original condition and without damages to the box will be accepted for return.

3 Returns conditions

When returning the product please note the following guidelines:

  1. The product must be adequately packed and the RMA number clearly displayed without marking the original packaging
  2. The product is in its original packaging
  3. The product is returned within 10 working days of issue of RMA
  4. Viadex Ltd reserves the right to refuse credit if product is not in a satisfactory condition
  5. Viadex Ltd will arrange collection of the goods unless return is a result of a customer error

4 For Customer Error returns:

  1. A re-stocking fee will be applied to all Customer Error returns
  2. Credit will be issued at price paid.
  3. Credit value is determined at the time the product is received into Viadex Ltd’s warehouse and not upon issue of RMA
  4. Returns must be Mint and Unopened and returned via customers own carriers
  5. Viadex Ltd reserves the right to refuse credit if product is not in a satisfactory condition

5 Products damaged at delivery by Viadex Ltd

  1. Account Manager must be notified of all damaged deliveries within 5 days date of delivery.
  2. Transportation cost for returning the material will be at the expense of Viadex Ltd.

6 Incorrect customer order

  1. Viadex Ltd reserves the right to issue or not an RMA number for the return of product in cases where the customer has mis-ordered
  2. Only goods in sealed, undamaged original cartons with manufacturer seal intact and within the stated manufacturer warranty period may be returned.
  3. Viadex Ltd reserves the right to charge the customer a restocking fee of at least 10% of the product value, with a minimum of £40.

7 Return of goods

Goods will be returned in their original packaging, complete, without any printed tape or any writing on the box to following address only:

Viadex Ltd, Unit 20, Red Lion Business Park, Surbiton, Surrey, KT6 7QD

Tel: 0208 739 1000

Damaged boxes and Invalid RMA numbers will be rejected at the bay door.

8 Shipment recommendations

  1. Returns are only accepted if referenced through a valid RMA number.
    This RMA-number must be clearly indicated on the upper side of the box in such way that damage of original box is excluded. Always mention the RMA-number on the freight slip as well, especially when returning the goods yourself.