Return PolicyUpdated 21 days ago
Thanks for shopping with Van Land! We want our customers to have the best experience when shopping on our site. Please read this Return Policy, and let us know if you have questions.
Order Damaged in Shipping
Unfortunately sometimes carriers damage items in transit.
It is IMPORTANT you inspect for any damage of your shipment when it arrives. Even if the box is in good condition, product might still be damaged inside. Drivers are required to wait for you whilst you inspect as necessary. If you discover damage, you MUST note it on the bill of lading (BOL) before signing AND save all packing materials. If you do not note damage at time of delivery or if you discard the packaging, we cannot file a claim on your behalf. Thus we cannot accept a return on the damaged item.
Contact our team ASAP to start the exchange process so we can get your replacement item to you as fast as possible. We'll need your copy of the BOL and photos of the shipping box and of the damaged product.
Eligible Returns
To be eligible for a return, your item must be unused and in the same condition that you received it, and in the original packaging. Except in the case of damage or defect, we must be able to sell the item as unused product in brand-new condition.
Some items are not returnable such as (see full list):
- Any item delivered more than 30 days ago*
- Special-order items
- Cut items such as flooring, fabrics, textiles, foam, insulation, etc.
- Certain electrical items
- Improperly color-matched products
- Clearance, open-box, or as-is sale items
- Suspension products
*We unfortunately cannot offer exchanges or refunds for products more than 30 days since being received.
Shipping & Restocking Fees
For items that arrived to the address given in the order and without damage or defects, returning an items will incur a restocking fee of 20% in addition to shipping costs both ways. Please contact us if you have any questions before ordering, as we cannot cover the expensive costs that occur from restocking and additional shipping.
Once your return is received and inspected, we will email you our assessment of the return, depending on its condition and the legitimacy of your return request. If approved, we will process your refund minus shipping and 20% restocking costs. You should see a credit applied to your original method of payment within 14 days. The time frame varies depending on your bank's processing time.
Exchanges
We can replace items if they are defective or damaged. To exchange it for the same item, email [email protected] and we will arrange the exchange.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if the return has been approved. If approved, your refund will be processed minus any shipping and restocking fees. A credit will apply to your original method of payment within 14 days, depending on the responsiveness of your card-servicing bank.
If you haven’t received a refund in 14 days, check your account again and contact your credit card company. Banks and credit card companies often add processing time before posting a refund. Then if you still don't see your refund, please contact us.
Shipping
Accurate Shipping Address: We make every effort to get your item shipped quickly and painlessly to you. However, if you provide us with incorrect shipping details, like an incorrect address, e-mail or phone number, and we incur re-delivery charges, you must pay the extra charges.
Return Item Deliveries: In most cases, products must be returned to the warehouse from which they shipped. Every return requires a Return Materials Authorization (RMA) to get started before we can arrange for package pickup. Please do not ship an exchange or return item back without contacting us first.
Carrier Tracking: If you are returning an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we may not receive your returned item. We will not credit you for returned items if we do not receive the returned item back.Return Process
1. Contact us to initiate a return.
2. We'll have you fill out our Returns Form, including several photos of the box and, if the box is opened, of the product as well.
3. If we find that your item is eligible for return, we will send you a Return Materials Authorization (RMA) number.
4. You will receive paperwork to provide to the carrier.
5. We will work with you to arrange pickup of your item.
6. Once received, the item will be inspected for accuracy of the RMA details submitted and eligibility for return.
7. We will notify you of any refund, shipping and restocking fees, exchange shipping information, etc.
Do not ship an exchange or return item back without contacting us first.
Note: We cannot cover or credit you any costs for items you are returning if we do not recieve the returned item. For this reason, we highly suggest using a trackable delivery or shipping service or adding insurance for items worth more than $75.