Refurbished Policy
All Refurbished items are sold “AS IS” and are not eligible for refunds. If a refurbished item is received either defective or DOA (Dead on Arrival), customers MUST contact VAILND customer support within 30-days from delivered date.
THIS WARRANTY ONLY APPLIES TO REFURBISHED ITEMS THAT ARE PURCHASED DIRECTLY FROM VAILND AND DOES NOT APPLY TO REFURBISHED ITEMS THAT ARE PURCHASED FROM 3RD PARTY SELLERS.
30 Day Return Period
All return requests must be made within 30 days from the date our customers purchase their product(s). Refunds are only applicable during the 30-day return period and may be subject to restocking fees up to 15% of the original purchase amount. If the product is defective within 30 days, VAILND will cover the cost of return shipping, however, a picture and/or video is required to receive a prepaid label. If the product is missing any accessories that were included in the original shipment or the product is damaged, altered, or dirty (remains of previously cooked product could be a health hazard), the item may no longer be eligible for a refund or replacement. Any decision of refund and/or replacement will be decided at the discretion of VAILND.
NOTE: EVIDENCE OF DEFECT IS REQUIRED TO BEGIN RETURN PROCESS. Customers are responsible for all return shipping costs after 30 days if not defective or damaged.
Extended Holiday Return Period
All orders placed between November 1st to December 31st have an extended return period of 90 days from the date of purchase. All orders must be in their original condition, unopened and unused, to qualify for a full refund. If the product is defective, VAILND will cover the cost of return shipping, however, a picture and/or video is required to receive a prepaid label. If the product is missing any accessories that were included in the original shipment or the product is damaged, altered, or dirty (remains of previously cooked product could be a health hazard), the item may no longer be eligible for a refund or replacement. Any decision of refund and/or replacement will be decided at the discretion of VAILND.
NOTE: EVIDENCE OF DEFECT IS REQUIRED TO BEGIN RETURN PROCESS. Customers are responsible for all return shipping costs if not defective or damaged.
Defective / Freight Damaged
Products that are within the 30-day return period and have been determined by customer service to be defective are qualified for a return label for the product to be returned to VAILND for inspection and testing. VAILND will provide a return shipping label for defective product(s) only. Customers must contact the Carrier (shipping company) for products that have arrived damaged after initial transit. Clear photographic AND video proof of damage and/or defective products is REQUIRED prior to VAILND authorizing the return of any product.
