Return Merchandise Authorization (RMA) Policy
Mistakes Happen - Velasea Promises to Make It Right
Velasea understands that mistakes happen, whether it’s ordering the wrong product or receiving something that doesn’t work as expected. Our goal is to make the return process as smooth and hassle-free as possible. The Velasea support team is here to help you get things back on track, whether it’s arranging a return or exchange, or providing guidance along the way. Your satisfaction is important to us, and we’ll work with you to make it right!
Need an RMA?
RMA Request Period
Customers have 30 days from the date of the original invoice to request an RMA for credit, unless the replacement is regarding a warranty claim, under which the period is dictated by the warranty agreement.
Return of Advance Replacements
If the RMA product is not returned by the expiration date, the customer will be responsible for payment of the Advance Replacement invoice.
Customer Error Returns
If products were ordered in error by the customer (not Velasea), the customer must cover the return shipping. A 10% restocking fee may apply, and original shipping charges are non-refundable. Restocking fees are assessed on a case-by-case basis and applied at Velasea’s discretion.
Defective Products
Defective items may be repaired or exchanged at Velasea’s discretion for the same or an equivalent product. See Velasea’s manufacturer warranty for more information regarding IronLink brand appliances.
RMA Number Requirement
A Return Merchandise Authorization (RMA) number must be obtained from Velasea before returning any products or parts. No replacement products should be ordered without receiving a valid RMA. Approval of an advance replacement does not guarantee acceptance of the return.
Packaging Instructions
Place the packing slip on the outside of the box, and do not write the RMA number directly on the box.
Shipping Responsibilities
Velasea is not responsible for return shipping charges for products more than six months from the original invoice date. For returns within six months, a return shipping label will be provided inside the replacement box.
Unmarked Packages
Packages without the proper return packing slip will be refused and sent back to the customer.
Return Condition
All items returned for credit must be in new condition, in their original packaging, and include all accessories, manuals, and packing materials except during a warranty replacement.
Customer Responsibility for Damage
The customer is responsible for any damage to the product while in their possession and/or during transit of return shipping.
Tracking Information
Please submit return tracking number(s) to [email protected] so we can monitor the shipment(s) and confirm delivery is successful.
Credit Issuance
Credits will be issued once the returned product(s) are received and inspected. Credit memos will only be issued if the original purchase invoice or replacement parts invoice has been paid.
Product Condition
The return and applicable credit may be adjusted based on the condition of the product upon inspection. If the product is not restockable, the customer must provide a shipping account to return the product, or it will be discarded without credit.
Shipping Errors
If products were shipped due to an error by Velasea, return freight will be covered by Velasea.
Refusal of Return
Velasea reserves the right to refuse any return if the products are not in the agreed upon condition.
Late Returns
Any product returned after the RMA expiration date may be subject to a restocking fee or deemed ineligible for return. Fees are assessed on a case-by-case basis and applied at Velasea’s discretion.
Need Help?
Visit our Support page, or contact us at [email protected] for questions related to refunds and returns.
