RETURNS & CLAIMS
For website items, a request to return material must be made within 15 days after receipt of material. No material is to be returned without a Return Material Authorization (RMA) number. Material returned without an RMA will be refused at our dock and returned to the customer at their expense.
To start a return please contact our sales team through the return window by emailing [email protected]. Please include your website order number and LOT number(s) of the product recieved. Returns include a 15% re-stocking fee which will be deducted from your refund total. Customers pay for return shipping and will be refunded after the inspection of the returned product. Refunds are automatically sent to the payment method used during your order.
Claims for breakage or other discrepancies that may have happened in transit must be made within 5 working days after the customer’s receipt of material. Damaged product that is returned to Vitrocom will be re-inspected before refunds or replacements are provided.
For custom order returns, please contact our sales team within the return window of 30 days from invoice date. Returns/claims requested outside of this window will not be accepted. No material is to be returned without a Return Material Authorization (RMA) number. Material returned without an RMA will be refused at our dock and returned to the customer and their expense.
FORMS & SUPPLIER / CERTIFICATION REQUESTS
Vitrocom is not ISO certified. Vitrocom includes CoC in all shipments & will share RoHS documents and inspection reports if/when requested. Vitrocom is not permitted to fill out any other requested forms and/or documents requested or forwarded by customer before or after shipments.
No supplier dashboards, websites or programs will be used by Vitrocom. Customers agree when placing a purchase order that all orders can and will only be sent to [email protected] in a form of a PDF. Invoices will be provided from Vitrocom in the method of email via PDF document. Customer agrees to pay invoice within the agreed upon NET term.
Vitrocom does not fill out customer forms. Vitrocom’s shipment method is EX WORKS only and is not responsible for any documents or forms after shipment is complete (example, SLI). VitroCom supplies the customer invoice with tracking. Packing list(s) and CoC’s are included in all shipments.
CANCELLATIONS & RESECHEDULES:
By Seller (Vitrocom):
Contingent upon strikes, fires, accidents, availability of materials and other causes beyond our control.
By Purchaser:
No cancellations will be accepted unless by mutual agreement and in writing. Payment will be made by the purchaser for material, labor, and processed goods up to date of cancellation. Website order cancellations will be charged our 15% re-stocking fee for orders that have been processed or shipped. Customers may request order holds or delays in shipments as long the scheduled ship date remains within the original scheduled quarter of Vitrocom’s fiscal year.