Request a Return.
At Vanguard Group, we strive to ensure your satisfaction with every purchase. However, we understand that there may be instances where you need to return a product. Please see below for instructions on how to request a return.
Returns policy.
Please read our returns policy carefully to understand your options and obligations before completing the RMA form at the bottom of this page.
Return Claims Deadline
Return claims must be initiated within 14 days of the date shown on the packing slip. Please note that returns requested after this period may not be approved.
If you receive a damaged or faulty product, please contact us at 0800 500 147 within 48 hours of delivery. Please advise if it appears the goods were damaged in transit or are faulty.
If the products were damaged in transit, we need to be notified immediately so we can issue a claim with the freight company. If the goods are faulty, we will arrange replacements to be sent immediately and issue documentation for the return, replacement, and collection of the faulty product(s).
The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
Condition of Goods
Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances before replacement items can be shipped.
If goods are surplus or no longer required, a return for credit may be accepted at our discretion. Refunds for surplus goods will be issued to the original payment method, minus the handling fee. Delivery fees will not be refunded.
Special Orders, Indent, and Custom-Made Products
Special orders, indent, and custom-made products are non-returnable. These items are identified on our order confirmations.
Approval Process
Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
Return Merchandise Authorisation (RMA) Deadline
If a return is approved, freight tickets will be issued, and the product must be received by Vanguard within 30 days of approval. Failure to return the product within this timeframe may result in cancellation of the RMA.
- Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
- Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances before replacement items can be shipped.
- Approval Process: Product Exchange will not be automatically approved. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair. Once product is receipted back at Vanguard Group Ltd, the replacement item can be shipped.
- Return Merchandise Authorisation (RMA) Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page.
- If goods are surplus or no longer required, a return for credit may be accepted at our discretion.
- The customer will be responsible for the cost of returning goods for refund or exchange unless otherwise agreed.
- Such returns may incur a 15% handling fee plus any freight charges.
- Condition of Goods: Returned goods must be in their original condition and packaging to qualify for return. Goods received damaged or not in their original condition will not be accepted for credit.
- Special Orders, Indent, and Custom-Made Products: Special order, indent, and custom-made products and orders are non-returnable. These items are identified on our order confirmations.
- Refunds for surplus goods will be issued to the original payment method, minus the handling fee. Delivery fees will not be refunded.
- Approval Process: Product Exchange will not be automatically approved. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
- Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page.
- In case of an error on our part, a full refund will be issued for the entire order, including freight charges.
- For errors not attributing to the full order, a partial refund will be granted for approved items only, excluding freight.
- Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances.
- Return Claims Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved.
- Approval Process: Returns will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement or credit.
- Return Merchandise Authorization (RMA) Deadline: If a return is approved, freight tickets will be issued and the product must be received by Vanguard within 30 days of approval. Failure to return the product within this timeframe may result in cancellation of the RMA. Please complete the RMA form at the bottom of this page.
- If you receive a damaged or faulty product, please contact us immediately at 0800 500 147. We need to be notified within 48 hours if the products were damaged in transit so we can make a claim on the freight company. Please advise if it appears the goods were damaged in transit or are faulty. We will send replacement products immediately and issue documentation for the return, replacement, and collection of the product/s.
- Condition of Goods: Goods must be returned in the condition in which they were delivered and with all packaging material in as new condition as is reasonably possible in the circumstances.
- Approval Process: Return of product will not be automatically approved for credit. Each request will be reviewed to determine whether to approve, decline, or offer alternatives such as replacement, credit, or repair.
- Return Merchandise Authorization (RMA) Deadline: Return claims must be initiated within 14 days of the date shown on the packing slip. Returns requested after this period may not be approved. Please complete the RMA form at the bottom of this page.
Returns process.
Please follow the below process for all returns and exchanges.
Step 1: Read our returns policy (above) carefully to understand your options and obligations.
Step 2: Select the reason for the refund request from one of the four policy options (see details above):
- Product Exchange
- Surplus to requirement / Change of mind
- Vanguard Group Error
- Damaged Products / Defective Goods
Step 3: Complete the associated Return Merchandise Authorisation (RMA) form.
Step 4: An RMA case number will be issued by Vanguard Group. The RMA will be reviewed and responded to within 2-3 working days. Once the RMA has been approved, you will be advised how to return products to Vanguard.
Step 5: Once goods have been received by Vanguard, we will advise if a credit on account will be issued. Should a refund of said credit be required we will request:
- a copy of a pre-coded bank deposit slip, or
- a copy of a dated letter from your bank displaying your account name and account details.
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.
Request your return .
Please click on the button below to begin your RMA form.
