Warranty and Returns Frequently Asked Questions (FAQ)

1- What is the warranty on my product?
2- Return Do’s and Don’ts
3- I ordered the incorrect item, can I return it?
4- How do I get an RMA Number?
5- What is the time limit within which I can get an RMA#?
6- How Can I return my defective item?
7- How Can I return my non-defective item?
8- Can I exchange my RMA item for a different item?
9- I have returned an item. How will I get my refund?
10- How long will it take to get my refund?
11- How long does it take to process an RMA?
12- To what address do I send the merchandise I wish to return?
13- Who pays for shipping on a defective item?
14- Must I have a RMA# in order to return a product?
15- Does Vectra Solutions Pte. Ltd. cross ship items?
16- I do not see that the company has received my returned merchandise. Why?
17- How can I find the status of my RMA?
18- The online status does not show that you have received my returned merchandise. Why is that?
19- Do you charge any Restocking Fees?
20- What are the reasons for my return(s) to be rejected?
21- I do not see my order listed to request an RMA

1. What is the warranty on my Product?

For all Batteries and Adapters - 6 months

For all other items - 3 months unless otherwise stated along with the item.

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2. Return and warranty Do's and Don'ts

UPON RECEIPT OF YOUR ORDER

·         Please inspect all packages carefully upon receipt.

·         Please keep all packaging materials, including interior and exterior containers.

IF YOU WANT TO REPLACE OR RETURN AN ITEM

·         All returns must be accompanied with a Vectra Solutions Return Merchandise Authorization number and must be packed in the original, unmarked packaging with any and all manuals, software, manufacturer documents and or registration cards intact.

·         For products of intellectual property (e.g. software, programs, GPS maps etc.), no sales returns or refunds will be accepted once the authorization/registration code is issued.

·         All returns may be subjected to a 15% restocking fee or S$15 whichever is greater subject to VECTRA SOLUTIONS's discretion.

·         Once order is confirmed or payment is completed, there will be a 5% cancellation fee for any order cancellation.

·         To request an RMA and initiate a return please apply online or call our customer service department at +65-68359290 or fax at +65-68357518 or e-mail at rma@vectrasolution.com. Kindly refer to FAQ’s topics for details.

·         RMA number should be obtained within 7 days of receipt of package

·         Repack item (s) in original packaging material. Orders returned in packaging material other than original packaging material shall not be accepted.

·         You may return the package via any carrier. You are responsible for insuring the returned package with the carrier you have selected against damage and loss. You are also responsible for all return shipping fees.

·         RMA will expire after ten days.

·         Indicate merchandise being returned placing a copy of the original invoice in the returned package. Should include an appropriate reason why the item needed to be returned.

·         Please ship back the item within 10 days of receipt of the package if an item is defective or we shipped the wrong item.

·         You may return bundle purchases. If you want to return an individual item you purchased as part of a bundle package, you may return that item separately. Please note: In some cases a bundle discount has been applied to each item. You will be refunded the discounted price, which may differ from the price if you purchased it individually. Returns are normally processed within 10 business days. We appreciate your patience.

IF YOUR PRODUCT IS BROKEN OR DAMAGED UPON ARRIVAL

·         Please inspect all packages carefully upon receipt.

·         Please notify Vectra Solutions Pte Ltd immediately or within 3 business days

·         Please keep all packaging materials, including interior and exterior containers.

·         For UPS deliveries only – immediately notify customer service at 800-556-4490 for USA or local contacts in your respective countries.

·         For Singpost deliveries only – immediately notify  Vectra Solutions by fax at 65-68357518 or e-mail at rma@vectrasolution.com with the tracking no. in the subject line and report the damage.

·         Please do not return damaged merchandise. The shipper may request to see the condition of the package as it arrived at the delivery site.

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Yes, for a period of 10 days from the time that you received the item you can get a refund and then reorder the correct item.

If you wish to return merchandise you must request a Return Merchandise Authorization

You must provide all the information requested on the form in order for us to process your request as efficiently as possible. Otherwise there will be delays on the process.

4. How do I get an RMA Number?

If you wish to return merchandise you must request a Return Merchandise Authorization

You must provide all the information requested on the form in order for us to process your request as efficiently as possible. Otherwise there will be delays on the process.

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5. What is the time limit within which I can get an RMA #?

The reasons and amount of time that you have to report and obtain an RMA# are:

·         10 days from the time you receive the product if the product is dead on arrival

·         You ordered the incorrect product or we shipped the incorrect product or if the product is defective.

·         Within the warranty period you can exchange a defective product for the same exact unit (no refunds or exchanges for other products).

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6. How can I return my defective item?

WE MAY ACCEPT YOUR RETURNED PRODUCT WHEN IT IS DEFECTIVE

·         Defective merchandise may be replaced if returned within warranty period from the date of purchase, except for clearance items (30 days).

·         All returns must be authorized by Vectra Solutions Pte Ltd.

·         All returns must be accompanied with Return Merchandise Authorization number and must be packed with all manuals, software, manufacturer documents and/or registration cards intact (if any).

·         To request an RMA and initiate a return, please apply online or fax at 65-68357518

Office Hours

Mon to Fri      : 9.30am to 6.30pm

Saturday       : 9.30am to 1.30pm

 or fax at +65-68357518 or apply online [click here].

·         Important: we will not give cash refunds for your defective merchandise; we will however provide you a replacement part if your return is completed within the warranty period from the date of purchase, except for clearance items (30 days).

·         All returns must have our warranty label included and intact with your return.

·         International customers are responsible for any and all custom fees charged by their country.

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7. How Can I return item which is not defective?

WE MAY ACCEPT YOUR RETURNED PRODUCT WHEN IT IS NON-DEFECTIVE

·         Non-Defective merchandise may be returned within the first 10 days from date of receipt of shipment, except for clearance items, which are not returnable if non-defective.

·         All non-defective merchandise returned within the first 15 days of shipment will be charged a restocking fee equal to either 15% of the purchase price or $15, which ever is greater.

·         Original shipping, handling, and return postage charges shall not be refunded.

·         If you refuse shipment of an order you placed, you will be charged $15 refused shipment fee. In addition, you will be charged all original shipping, handling, and return postage charges. Furthermore, you will be charged a restocking fee equal to either 15% of the purchase price or $15, which ever is greater.

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8. Can I exchange my RMA item for a different item?

No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for a refund can be placed online and then the new item can be purchased (also online) and the RMA item will be refunded when received.

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9. I have returned an item. How will I get my refund?

• If you paid with a Credit Card: The credit applied is always charged back to your     credit card. We do not have store credit. We keep all accounts balanced. If there are any problems such as if your Credit Card has expired, we will send you a Check.
• If you paid with a check or money order: In the case of the initial order being paid by check or money order, we will issue a check for the refund amount.
• If you paid with a Bank Wire or transfer: We will issue a check for the refund amount.
• If you paid with PAYPAL: We will give you a refund to the same account from which we received the payment (no other email address).

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10. How long will it take to get my refund?

• Allow up to 15 business days for all refunds to be processed. Please note that your financial
• Institution may take up to 30 days from the date we issue your credit to post it in your account.
• If you paid by check or money order we will send you a check within 15 days from the time we receive the item (s) returned

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11. How long does it take to process an RMA?

It takes 7-10 business days for us to process and re-ship or issue a refund once we receive the items. However, due to the large number of parts that we carry sometimes we need to locate the source of the problem and thus avoid sending you again an incorrect part or defective unit. If you really need a replacement immediately you can contact our sales staff and reorder the product.

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12. To what address do I send the merchandise I wish to return?

If you have already obtained an RMA NUMBER you can ship the items to:

Vectra Solutions Pte Ltd

RMA: (Your RMA number goes here)

180B Bencoolen Street, #05-01 The Bencoolen Singapore 189648

If you have yet to obtain an RMA number:

Request Return Merchandise Authorization here

You must provide all the information requested on the form in order for us to process your request as efficiently as possible. Otherwise there will be delays on the process.

DO NOT SHIP back your products without an RMA number. They will be refused.

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13. Who pays for shipping on a defective item?

Vectra Solutions Pte Ltd is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer we split the shipping cost with the customer. The customer pays for shipping to VECTRA SOLUTIONS PTE LTD and VECTRA SOLUTIONS PTE LTD pays for the shipping back to you.

Similar to a walk-in store, XYZ STORE will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, VECTRA SOLUTIONS PTE LTD will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.

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14. Must I have a RMA# in order to return a product?

 Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. VECTRA SOLUTIONS PTE LTD will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 10 days within which VECTRA SOLUTIONS PTE LTD must receive the returned products. RMA numbers will not be extended or reissued. The customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

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15. Does VECTRA SOLUTIONS PTE LTD cross ship items?

VECTRA SOLUTIONS, PTE. LTD. cross ships items within thirty days of the invoice. We will refund money on the item being returned, and charge for the new item being sent out. The customer will receive credit for the newly purchased product when we receive the RMA item.

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16. I do not see that the company has received my returned merchandise. Why?

You can check the status of your RMA the same way that you track your orders.

If you sent your RMA with a tracking system, check that first to make sure it has been received. It takes one to two business days for an RMA to process once we do receive them. Sometimes it is conceivable that we have the RMA, but it has not been processed in the warehouse yet, therefore no information is available. If your tracking number confirms reception, give us 48 hrs. to process the RMA.

To check the status of your RMA Click Here

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17. How can I find the status of my RMA?

We first email you the information, but you can check the status of your RMA the same way that you track your orders.

To check the status of your RMA: Click Here

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18. The online status does not show that you have received my returned merchandise. Why is that?

It takes one to two business days for an RMA to process once we do receive them. Sometimes it is conceivable that we have the RMA but it has not been posted and/ or received in the warehouse yet. Therefore, no information is available. 

 To check the status of your RMA: Click Here

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19. Do you charge any Restocking Fees?

Yes, please make sure you carefully research what you need to purchase as all returns have a restocking fee.

• All items returned sealed (not opened).- 15% purchase price or $15 whichever is more.

25% Restocking Fee applies to the following:

• All opened items.

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20. What are the reasons for my return(s) to be rejected?

 There are several possible reasons for your return being rejected. There will be an appropriate reason if your RMA has been rejected. Some of the reasons are: 

• We keep serial numbers on all products every step of the way in our warehouse. Sometimes we find a customer has inadvertently returned an item that does not belong to VECTRA SOLUTIONS, PTE LTD. In such a case, the item in question will be returned to the customer with a request to send the correct item at the customers expense
• Returns that do not have an RMA number are rejected.
• RMA numbers are valid for 10 days from the time they are issued. If the product is not shipped within that time, it will be refused. Merchandise must be returned complete (manuals, drivers, software, cases, accessories, etc.) otherwise it will be refused.
• If the item in question is returned as a defective unit but after we have tested the item, it is found in working condition. The problem may actually exist due to compatibility difference of the hardware/software of the user.
• If the unit was damaged during transportation. If your package was damaged by UPS/Singpost inform us about it, do not request a defective RMA. We will process a claim with UPS and you will receive a replacement (you must notify us with in 48 hrs from the time you receive the package otherwise UPS/Singpost will reject the claim.
• Any products damaged by improper use or handling can not be accepted as defective. (For example: when water is unintentionally spilled on the item)

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 21. I do not see my order listed to request an RMA

The system will only show orders that qualify to get an RMA:

• Refunds: 10 days from the time you receive the product if the product is dead on arrival
• Defective: Within the warranty period, if you wish to exchange a defective product for the same exact unit/repair the same unit (no refunds or exchanges for other products).

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