To ensure that your return is received and handled promptly, please follow these guidelines.

Returns Policy

Our aim is to ensure that you are 100% satisfied with your Vesternet purchase, so our returns policy is as flexible as we can make it.

Our returns policy covers the original purchaser only and is only transferable in exceptional circumstances at our discretion.

You can read our full Terms & Conditions of Sale here.

30 Day - No Quibble Return

If a product doesn't meet your expectations, or you need to return it for some other reason:

  • You can request to return any product within 30 days of receipt.
  • The product must be returned in 'as new' condition, complete with all packaging, cables, etc.
  • The returned product and packaging will be inspected before it is accepted and your refund issued. Products not suitable for return (damaged or incomplete) will be returned to you at your cost, and no refund given.
  • Once accepted, you will receive a full refund. Alternatively a credit can be applied to your account to be used at a later date.
  • All return requests must be made using the process outlined below. Returns without a valid RMA Number and authorisation will not be processed.
  • All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

365 Day Returns

You can return unused, unneeded products to Vesternet for a store credit anytime within 365 days of your order.

  • You can request to return any product up to 365 days after it has shipped from Vesternet.
  • The product must be unused in its original sealed, undamaged packaging.
  • The returned product must be a current product (not obsolete or discontinued).
  • You will receive a store credit for the value of the goods that can be used to purchase other Vesternet products.
  • The returned product and packaging will be inspected before it is accepted and your credit issued. Products not suitable for return (damaged or incomplete) will be returned to you at your cost, and no credit given.
  • All return's requests must be made using the returns process outlined below. Returns without a valid RMA Number and authorisation will not be processed.
  • All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

Compatibility Problems

In some cases products don't work fully or correctly together, even though they should do - this does not mean that the products are faulty!

Usually compatibility issues are resolved quickly by the manufacturers concerned providing details of how to get the products working together, or by releasing a firmware update to fix the problem.

Vesternet offer a 30 Day No Quibble Return period (mentioned above) that allows you to return products should they not meet your expectations. Outside this period we do not accept product returns for compatibility reasons! By keeping the product after this period it is deemed that you are accepting of any compatibility issues that may exist at the time of purchase.

Faulty Products

All products are covered against hardware fault.

If you think that your product may be faulty, please contact our Technical Support department before raising a return request. They will help you to diagnose the issue and hopefully be able to resolve the problem for you.

PLEASE NOTE: For faults with Z-Wave controllers our Technical Support department may advise you to contact the manufacturer directly for assistance as often they are in the best position to help. In the event that the Z-Wave controller has a hardware fault the manufacturer will confirm this and authorise a replacement. It is in your best interest to do this because it means that the Z-Wave controller can be accepted immediately for replacement and won't need to be tested first!

Read more information about Vesternet's Technical Support.

  • All products returned as faulty will be tested upon receipt to confirm that the reported hardware fault is present. In the event that the product is found to not be faulty, the product will be returned to you as-is, at your cost.
  • Confirmed faulty products can be dealt with in several ways depending on when you purchased them:
    • Up to 30 days since you received the product - at your choice we will replace the product like-for-like, refund in full or apply a credit to your account.
    • Up to 6 months since you received the product - we will arrange for the product to be repaired or replaced like-for-like, we may issue a refund in full or apply a credit to your account, at our discretion.
    • After 6 months since you received the product - we will arrange for the product to be repaired or replaced like-for-like, we may issue a partial refund or apply a partial credit to your account, at our discretion.
  • Return postage costs will be covered.
  • All return requests must be made using the process outlined below. Returns without a valid RMA Number and authorisation will not be processed.
  • All products must be received within 14 days of the date that your return request is Approved by our Customer Services department, or the return request will be cancelled.

Requesting a Return

Our returns process uses a fully automated tracking system. It's important that you follow these guidelines to ensure your return is handled quickly and safely.

Before returning product to Vesternet, you MUST request an RMA Number. The process to request an RMA Number differs depending on how you purchased your product(s).

Select the most suitable one:

1. Vesternet Website (Registered User)

  • Login to your account
  • Click 'Request New Return' at the top-right of page

2. Vesternet Website (Guest)

3. Vesternet Quote

  • If you paid for your order using a Custom Quote
  • Request your return via email
  • Please include your order/quote number
    NOTE: Requests to this email won't be actioned if you placed your order via the Vesternet website, you should use method 1 or 2.

When you've submitted your request, we will reply to you within 48-hours. You will receive an RMA number and instructions on how to return your product(s).

Do not send your product back without an RMA or to our registered office address or warehouse - returns go to a different address.

If you do not follow this process your return may be lost - Vesternet cannot be held responsible for any lost shipments.

The above policies are strictly for website retail sales to consumers only. Custom quotations, trade orders & special request purchases to businesses are subject to standard distance selling regulations only with full details in our terms of sale.

 

Copyright Vesternet 2016

Updated: 6/04/2016