Refund, Return & Cancellation Policy
VIBTEX LLC (“VIBTEX,” “we,” “us,” or “our”) wants our customers to be satisfied with their purchases. This Refund, Return & Cancellation Policy explains the circumstances under which products may be returned, orders may be canceled, and refunds may be issued.
1. Standard Returns
Unless otherwise stated on the applicable product page or sales quotation, eligible standard products may be returned within 30 calendar days of delivery.
To qualify for a return:
- The return request must be submitted within 30 calendar days of delivery.
- The product must be unused and in new, resalable condition.
- The product must be returned in its original packaging when reasonably possible.
- The product must include all accessories, documentation, and components originally supplied.
- The product must not have been modified, altered, damaged, or improperly installed.
- The product must not be a custom, specially manufactured, modified, or otherwise non-standard product unless VIBTEX agrees to the return in writing.
VIBTEX reserves the right to refuse a return that does not meet these requirements.
2. Custom, Special-Order, and Modified Products
Products that are custom manufactured, specially configured, modified, built to customer specifications, or otherwise made specifically for a customer are generally non-returnable and non-refundable unless the product is defective or VIBTEX agrees otherwise in writing.
Examples may include:
- Custom equipment
- Special configurations
- Products manufactured to customer specifications
- Modified equipment
- Special-order products
- Products manufactured specifically for a particular application
Any applicable return or cancellation restrictions for these products will be disclosed before or at the time of purchase whenever reasonably possible.
3. Defective or Incorrect Products
If a product arrives damaged, defective, incomplete, or materially different from what was ordered, contact VIBTEX as soon as reasonably possible.
Please provide:
- Order number
- Customer name
- Description of the problem
- Photographs or other documentation when appropriate
VIBTEX will review the issue and, when the claim is determined to be valid, may provide a replacement, repair, credit, or refund as appropriate.
For products that are defective or incorrectly supplied due to VIBTEX’s error, VIBTEX will generally be responsible for reasonable return shipping costs.
4. Customer-Requested Returns
For an eligible return that is not the result of a VIBTEX error or defective product, the customer is responsible for return shipping costs.
The customer is also responsible for ensuring that the product is properly packaged and protected during return shipment.
VIBTEX may deduct reasonable return shipping costs from the amount refunded when VIBTEX provides the return shipping arrangement.
5. Restocking Fees
A 10% restocking fee may apply to eligible standard-product returns when the return is not the result of a defective or incorrectly supplied product.
Any applicable restocking fee will be disclosed to the customer before the return is authorized.
No restocking fee will be charged for products returned because they were defective or incorrectly supplied by VIBTEX, unless otherwise permitted by applicable law.
6. How to Request a Return
Customers must contact VIBTEX before shipping a product back.
Return requests should be sent to:
Please include:
- Customer name
- Order number
- Product name or part number
- Date of purchase
- Reason for the return
- Photographs or other documentation when applicable
VIBTEX will provide return instructions and, when appropriate, a return authorization.
Do not send merchandise to VIBTEX without receiving return instructions.
7. Return Shipping
Unless otherwise agreed in writing:
- Customer-requested returns: Customer pays return shipping.
- Defective products: VIBTEX will generally provide or reimburse reasonable return shipping.
- Incorrect products shipped by VIBTEX: VIBTEX will generally provide or reimburse reasonable return shipping.
- Unauthorized returns may be refused or returned to the customer at the customer’s expense.
VIBTEX is not responsible for products lost or damaged during a customer-arranged return shipment unless otherwise required by applicable law.
We recommend using a trackable shipping service and retaining proof of shipment.
8. Inspection of Returned Products
Returned products may be inspected after receipt.
If the returned product does not satisfy the conditions of this policy, VIBTEX may:
- Reject the return;
- Reduce the refund amount to account for damage, missing components, or use;
- Apply an applicable restocking fee; or
- Return the product to the customer.
9. Refunds
Once an approved return has been received and inspected, VIBTEX will process the applicable refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
VIBTEX will generally process approved refunds within 10 business days after the returned product has been received and approved for refund.
After VIBTEX processes the refund, the customer’s bank, credit card company, PayPal, Square, or other payment provider may require additional time to post the refund to the customer’s account.
10. Original Shipping Charges
Unless the return is the result of a VIBTEX error or a defective product, original shipping and handling charges are generally non-refundable.
When a product was incorrectly supplied by VIBTEX or is determined to be defective, VIBTEX may refund applicable original shipping charges as appropriate.
11. Order Cancellations
Customers may request cancellation of an order by contacting VIBTEX at sales@vibtex.net.
Cancellation requests should be submitted as soon as possible.
An order may be canceled without penalty if VIBTEX has not yet begun processing, manufacturing, configuring, or shipping the order.
Once an order has entered production, has been specially configured, has been shipped, or has otherwise incurred non-recoverable costs, cancellation may not be possible or may be subject to applicable costs.
Custom, special-order, and specially manufactured products may not be cancelable once production or procurement has begun.
If an order is successfully canceled before shipment or production, VIBTEX will generally refund the amount paid to the original payment method.
12. Refused or Undeliverable Shipments
If a customer refuses delivery or provides an incorrect or incomplete shipping address, the customer may be responsible for shipping, return shipping, carrier charges, and other costs incurred by VIBTEX.
Any applicable refund will be calculated after these costs are deducted.
13. Exchanges
VIBTEX may offer an exchange when appropriate, subject to product availability.
An exchange is not guaranteed and may not be available for custom, special-order, discontinued, modified, or specially manufactured products.
14. Warranty Claims
A product warranty, when applicable, is separate from this Refund, Return & Cancellation Policy.
Warranty terms may vary by product and manufacturer.
Nothing in this policy is intended to limit any applicable manufacturer’s warranty or rights provided by applicable law.
15. Products Purchased Through Third Parties
If a VIBTEX product was purchased through an authorized distributor, reseller, marketplace, or other third party, the return and refund policy of that seller may apply.
Customers should contact the seller from which the product was purchased.
16. No Unauthorized Deductions
Customers should not deduct return costs, credits, or other amounts from an invoice without prior written authorization from VIBTEX.
Any disputed invoice amount should be discussed with VIBTEX before payment is withheld or adjusted.
17. Questions About Returns or Refunds
For questions regarding returns, refunds, cancellations, or exchanges, contact: