Request a Return.
This is where you can request a return using our online form, please read through the terms and conditions listed below.
Our returns process.
Once you have requested a return you will receive and email with your case number and summary of return, and one of our team will be in touch shortly thereafter to discuss it with you.
You will find the return form at the bottom of this page.
Terms & conditions of return.
Return claims must be made within 14 days of the date shown on the packing slip. Returns will not be approved automatically. The sales team will approve or decline the request to return, replace, credit or repair.
If product is not received by Vanguard within 30 days of approval, the RMA (Return Merchandise Authorisation) will be cancelled.
Goods must be in original condition and packaging to qualify for return. Goods received damaged, or not in their original condition will not be accepted for credit.
The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
Upon return of the goods, the goods will be inspected and assessed by our Inwards Department. If the goods are in an undamaged, saleable condition, then the sales team may choose to approve the return request. If the goods were returned for repair, or are damaged, then we will get in contact with you to discuss.
All refunds will be made to the credit card that you used to pay for your goods, or a credit will be made against your trade account with Vanguard. Please note your delivery fee will not be refunded.
If the Goods are deemed surplus or not required due to the Client changing their requirements, Vanguard may (in its discretion) accept the return of Goods for credit but this may incur a handling fee of twenty percent (20%) of the value of the returned Goods plus any freight.
If the product/s are damaged in transit we need to be notified within 48 hours (so we can make a claim on the freight company) and also need to know if the products were signed as arriving in good condition or damaged.
If you receive a damaged or faulty product, please contact us on 0800 500 147 and advise if it appears the goods were damaged in transit or are faulty.
We will then issue documentation for the return, replacement, and collection of the product/s.
If you request a sample to be sent to you for a product prior to purchase, this will be shipped to you at Vanguards expense. In the event you purchase the item (s), then the sample cost will be added to the invoice for the order.
Returned samples will not incur a restocking fee, courier labels will be arranged at Vanguards expense and sent to the customer via Email.
Special order, indent and custom made products and orders are non-returnable. These items are identified on our order confirmations.
How your return package should look .
Please click on the images below to see how your return packages should look.
Courier Label attached – Reference should be your RA Number in the format RA000000-SM
Email confirmation of accepted return printed out and attached to the package – folded so the RA number is visible.
- DO NOT MARK THE BOX - Goods returned must not have the RA number or any information marked on the box itself (e.g. written on with pen). The goods must be in their original condition and packaging to qualify for return.
