New, Unused, Non-Warranty Related Return Requests
VMAR Planes offers a (30) day return policy for all new, unused items that are in brand new condition without fault, signs of use, damage or otherwise.
Return of said product(s) within a valid (30) day return window will be available for store credit, refund or exchange, minus original shipping fees paid based upon the original order placed.
Valid returns are based upon factory sealed products that are in 100% resale condition.
This (30) day policy is based upon the date the product(s) were received by the customer. Anything beyond (30) days of receipt will not be valid for return.
If item(s) received show signs of use or damage, no credit, refund or exchange options can be offered. Outside of a valid warranty claim, all new, unused, non warranty return requests must be returned in brand new, unused, resale condition.
If any item returned in relation to a non warranty request arrives with missing packaging, shows signs of use, is missing product items, or simply cannot be sold as new, VMAR Planes holds the right to reject the return and ship all items back to the customer.
If a valid return is received that shows signs of use, is missing items, or returned without manufacturer packaging, VMAR Planes may opt to accept the return with an applied restock fee at the discretion of our staff, based upon condition of the return. In such a case, our staff will reach out to the customer to provide restock fee details to see if the customer would prefer to accept the restock fees, or have the item(s) returned in received condition.
Faulty / Defective Return Related Request
For any item that is faulty or damaged in reference to warranty related issues, please contact our customer service department for help, as every manufacturer differs in terms of how warranty is processed & handled.
Please note that certain / select products we carry may be replaced or repaired direct via the manufacturer, no matter when the item / product was purchased.
In the case of product(s) that requires direct manufacturer support for warranty repair or exchange, our staff will provide all contact details for the customer, and the customer will be required to facilitate warranty support via the manufacturer / vendor per the policies we are required to contractually follow.
In the event of receiving an order with shipping damage, please contact our customer service team for support. Images may be requested for shipping carrier claims, and support relating to any shipping damaged products will be offered to rectify the issues at hand.
In regards to any non warranty item that is being returned for a refund, a restock fee may be applied at the discretion of our staff based upon the condition of the returned item(s). This restock may apply due to product that lacks original packing material, shows any signs of use, or simply cannot be sold in "as new" condition.
In a case such as this, our staff will reach out to the customer and provide information based upon the condition of the item(s) received and the noted restock fee that would be applied for the acceptance of the return. The customer will be given the opportunity to accept the restock fee, or to have the item(s) returned in the condition received.
Shipping Fee Deduction
If a non warranty item is being returned based upon valid return guidelines (brand new, unused, factory sealed packaging), the original shipping fees paid by VMAR Planes (if Free Shipping was used) will be deducted from the overall sum total. If the customer paid for a specified shipping method, these shipping fees will not be valid for a refund.
Condition of Non Warranty Products Being Returned
Items being returned must be brand new without any use. Any kits that have been assembled, items that have been soldered, batteries that have been soldered or charged, or products that have been cut, punctured, modified or otherwise, will not be accepted as a return, at the discretion of our staff. Aircraft that have been “test flown” will not be accepted as a return item.
RMA Number Information
All approved return items will require an RMA (Return Merchandise Authorization) number before being shipped back to our location. This number aids us in the ability to properly handle your return.
Packages that have missing items, parts or otherwise will be returned to the customer at the discretion of our staff and will not be eligible for any credit, refund or otherwise.
When packing your item(s) for return, be sure all original pieces and documents are included in the package and assorted as in original factory condition. If items are missing, damaged or otherwise, your return will not be able to be processed or accepted, and will be returned direct to you.
Return Shipping Methods
The return shipping method can be whatever method / carrier that suits you best. Return shipping fees cannot be credited or refunded, no matter what the cost may be, so please choose the shipping method that best suits your return.
We recommend using a “tracked” method of shipping, which will allow you to verify that the return has made it to our facility.
Returns sent via COD will not be accepted; the customer is bound to pay shipping fees for any item returned.
Warranty Returns - Faulty / Damaged Item(s) Received
For any item that is faulty or damaged relating to warranty related issues, please contact our customer service department for help, and we will be sure to assist you in every way possible in regards to the matter at hand.
Please note that certain / select products we carry may be replaced or repaired direct via the manufacturer, no matter when the item / product was purchased. In this case, feel free to contact us for help, and we will issue you the proper contact information so the item can be addressed via the manufacturer. However, we will be certain your warranty is properly addressed.
Returning Fragile Items
In regards to returning fragile items that can be easily damaged, it is the customer’s sole responsibility to ensure that the package is packed and sealed safely, as any damage via return shipping will not be accepted. If a damaged item is received, it will be returned to the original shipping address, and will need to be settled via the customer through the shipping agent used.
VMAR Planes will not be involved in any claims, refunds, credits or otherwise for return shipping damage.
Return Processing Time Frame
Please note that returns can take between (2) to (5) business days to process upon receipt of your return, and all returns are processed as quickly and efficiently as possible.
As soon as your return is processed, we will email you updates as your return is handled by our returns department. If any issues or questions arise regarding your return, we will contact you as soon as possible.
Return Processing Requiring Product Testing
For any item requiring testing, please allow up to (5) days from receipt of your return, as the testing process via our in house technicians will require the necessary time to problem solve your return. Our goal is to isolate whatever trouble your item(s) may be experiencing, and as soon as we have the available information to proceed, you will be updated regarding this.
Returns for Credits & Refunds
For a return of a new / unused item for store credit, refund or exchange, the above (2) to (5) business days processing time will still be in effect. We process all returns as rapidly as possible, and your return is very important to us. However, we require the above necessary time to properly sort & process your returned package.
If a credit or refund has been requested, our team will issue the credit or refund once the return item(s) have been processed. Once processed, the customer will be updated via email regarding the credit or refund being requested.
Returns for an Exchange
When your return has been processed and a requested exchange has been shipped, we will alert you via email with the noted order and tracking number associated with this new order.
Please note that we will ship the warranty item(s) to the noted address relating to the account holder in reference to the address previously used, or the default shipping address on file. If a different address needs to be utilized, please be sure to contact our customer service team before your return is processed.
Return Shipping for RMA Returns
All returns will be shipped via standard economy based methods – express methods will not be offered. If the customer wishes to upgrade to a quicker method, we are happy to assist; customer will need to pay for the upgraded shipping method.
For customers who are in need of adding an extra item that will be shipped back with their return, based upon the size / weight of the product being requested, additional shipping fees may be required, which will be addressed by our customer service team.
I Just Tracked My Return and it Shows Delivered to Your Warehouse – Should I Call VMAR Planes?
Calling us will not speed up your return, as our customer service department does not handle returns, nor do we have the ability to hasten the time to process the stated return. As mentioned, returns can take between (2) to (5) business days to process, and we ask that you be patient as we do our best to effectively handle your return.
If I Ship My Return to You via an Express Method, Will this Speed Up the Turn Around Time?
If you are willing to pay for a quicker shipping method for your return to us, your order will be received quicker, but will not be processed any faster, as our returns team is required to process all returns as a 1st come, 1st serve basis.
I Shipped My Order Without an RMA Number – What Now?
All returns require an RMA number to be properly handled by our returns staff, but if you have initiated an approved return without an RMA that was properly listed, please contact our customer service department with your original order number, and we will assist you with this process.
If you have shipped back a non approved RMA return, please be aware that your return may not be valid for processing, as we can only process returns based upon approved RMA's. In an instance like this, we ask that you contact our customer service team so we can assist with this situation.
Please be aware that we cannot be held responsible for any lost / delayed return that arrives without an RMA, even if it has arrived with a tracking number.
I Refused My Order at Delivery – How Do I Proceed?
Please contact our customer service department with your order number, and we will make the proper arrangements for your return. Due to your return not having a valid RMA number, we will need to speak with our returns team to handle your return in a different manner due to the lack of approved RMA.
Do I Need to Include My Invoice, or a Note About the Product Return?
If you have received an RMA number and have properly written it on the outside of the shipping box, no further information is necessary. However, if you are having a product problem, any further information via a note would be welcome to our tech team, as further details of the issue are helpful when it comes to properly diagnosing the problem(s) at hand.
Returning the Item will cost More Than the Item Itself – What Do I Do?
If this situation arises (internationally or domestic), please contact our customer service department. If this return is based upon a faulty item, we can offer other solutions for you. However, if you simply want to return a non faulty item that aligns with our stated return policy, please be aware all return shipping charges are the sole responsibility of the customer, so it will be your choice whether the return makes fiscal sense.
Where Do I Write the RMA Number?
Please be sure to write the RMA number on the outside of the shipping box - not the product box. If an RMA is written on the product box, this may complicate your return, as this item will no longer be in re-sale condition.
What Method Should I Ship My Return?
We recommend a tracked economy based shipping method for all returns, as this will give you the ability to see if the order has safely arrived within our hands. Tracking is crucial for any return, as this will provide the necessary proof that your order has made it to us.
How Should I Pack My Return?
Be sure that any return item is packed safely with care, as any item that arrives in damaged condition due to return shipping will not be accepted.
In regards to any new / unused item(s) being returned to us, it is crucial that all factory packaging is present, and the item(s) are in factory condition.
Items that arrive with noted packaging damage, flaws or other notable signs of use cannot be accepted back for store credit or a refund, as all non warranty items being returned must be in full resale condition for us to offer other customers.
Do I Need to Insure my Return?
We recommend insuring the item(s) you return for the appropriate value to properly protect you from transit damage. If the carrier damages or loses your return, it will be the carriers sole responsibility for the item at hand. VMAR Planes will offer no credit, refund or re-shipment for lost / damaged items via return shipping, and any such matter will be handled directly via the customer and the shipping carrier.
What Shipping Method Does VMAR Planes Use for Exchange Returns?
If you have an RMA for an exchange, all returns will be shipped out via economy based shipping methods – no Express shipping can be offered. All return shipping methods are at the sole discretion of our staff, and will be handled on a case by case basis.
My Original Order (Now Returned to You) Initially Shipped via an Express Method - Will VMAR Planes Refund the Original Shipping or Re-Ship via the Same Method?
For all returns, VMAR Planes will ship the exchanged item(s) via a method of our own choosing, and cannot offer express methods, nor can we offer any credits, refunds or other such discounts related to Express methods of shipping.