My product is defective, can I return it?

At Vicrez, we take quality seriously. If you receive a defective product, we are committed to resolving the issue promptly. Here's how to handle a defective product and the steps to return or replace it.

Defective Product Return Policy

If you have received a defective product, you can return it within 30 days from the date of purchase. Vicrez will cover all return shipping costs and offer a replacement or a full refund based on your preference.

Steps to Return a Defective Product

1. Inspect the Product Upon Arrival

   • As soon as you receive your product, inspect it carefully. If you notice any defects, stop using or installing the product immediately.
   • Contact us within 30 days of the purchase date to report the defect.

2. Contact Vicrez Customer Support

   • Call our customer support team at 1-855-714-9393 or email us at support@vicrez.com to initiate the return process for a defective product.
   • Provide your order number and a detailed description of the defect. Photos of the defect can help speed up the process.

3. Receive an RMA Number

   • Our support team will issue a Return Merchandise Authorization (RMA) number for the defective product.
   • You will also receive a prepaid return shipping label to cover the cost of returning the defective item.

4. Ship the Defective Item

   • Repackage the defective product, including all original parts, accessories, and manuals.
   • Use the prepaid return label and ship the item back to us.

5. Receive Your Replacement or Refund

   • Once we receive the defective product, we will inspect it. If the item is confirmed to be defective, we will process a replacement or refund within 10 business days.
   • Refunds will be issued to the original form of payment. If the original payment method is no longer available, a store credit will be issued.

What Happens if the Product is Damaged During Shipping?

If the defect or damage occurred during shipping, the process is slightly different:

• Contact us within 72 hours of receiving the item to report the shipping damage.
• We will file a claim with the shipping carrier and arrange for a replacement to be sent to you.
• You may be asked to keep the original packaging and product for the carrier's inspection.

Common Questions About Defective Products

1. What if I discover the defect after 30 days?

   • Unfortunately, returns for defective products are only accepted within 30 days of the purchase date. However, some products may be covered under a manufacturer’s warranty. Contact our support team for assistance.

2. Do I need to pay for return shipping?

   • No, Vicrez will provide a prepaid return shipping label for defective products. You will not be responsible for any shipping costs.

3. Can I get a refund instead of a replacement?

   • Yes. If the product is defective, you can choose to receive either a replacement or a full refund. Refunds are issued to the original payment method or as store credit if that is no longer available.