If for any reason you wish to return a product purchased from VTP you must first obtain a returns authorisation form by contacting us at firstname.lastname@example.org or on 01653 669555.
As stated the request must be made prior to the item being returned and all fields of the returns authorisation form must be completed correctly and then attached to the goods. Failure to obtain a returns authorisation form will incur a 25% handling charge.
Whilst it is the responsibility of the customer to return an item to us, we are able to arrange uplift when requested to do so. If you would like to arrange the uplift of an item please contact us at email@example.com or on 01653 669555. Please note that there will be a carriage charge for this service in order to cover our costs.
All stocking items which are returned within 14 days from receipt of goods in their original packaging and in a resalable condition will NOT incur a handling charge (minus the carriage cost). Goods returned outside the 14 day period will incur a 20% re-stocking fee.
Goods returned outside the 28 day period may not be eligible for return, please contact us before you return the goods where we may at our discretion accept the returned goods with a 20% re-stocking fee.
Non stocking or special order items which have been ordered especially from the manufacture may not be eligible for credit or exchange however this is dependent on the returns policy of the manufacturer. Please enquire before ordering a special order item as to what the returns procedure is for this item.
It is strongly advised that all items are returned using an insured and tracked postage service as VTP cannot be held responsible for the loss or damage of any returned goods.
Old Unit Returns
All surcharged items must be returned within 8 weeks of receipt of goods in order to receive the full surcharge amount.
Items returned after this 8 week period may not be credited in full.
All reconditioned items supplied must be in a serviceable condition, if the item is not in a serviceable condition then the full surcharged amount will be retained.
Old Unit Policy
All old unit returns must have a completed returns form attached to the goods.
Returns forms will be sent out with the original invoice however to obtain an additional form please contact us at firstname.lastname@example.org.
Old units returned without a form could incur 25% deduction on the surcharge fee returned.
It is the responsibility of the customer to return an old unit to us however if you would like to arrange for the uplift of an item please contact us at email@example.com or on 01653 669555 however please note there will be a carriage charge for this service to cover our costs.
All reconditioned parts (i.e. all part numbers with ‘R’ at the end) will incur a surcharge as the old unit is to be returned to us (VTP Ltd) in a serviceable condition.
If the item is deemed to be not in serviceable condition by VTP and / or the Manufacturer / Supplier, then the full surcharge amount will be applied to the relevant customer account.
Some new parts are subject to surcharge (including, but not exclusively, clutches, starter motors, alternators and air brake equipment). Please contact us before you make a purchase if you wish to confirm the part you require is subject to surcharge and / or to check the surcharge amount.
Due to the ever changing marketplace and supply contracts, VTP are unable to categorically state within the individual part details whether and at what point any particular part is subject to a surcharge, as such we reserve the right to apply the appropriate surcharge / terms to your account without specific notification.
All new parts come with a 12 months manufacturer warranty.
If a part fails within the 12 month period from the date it was supplied please contact us at firstname.lastname@example.org or on 01653 669555 to obtain a warranty returns form. All warranty items must be returned to us with the warranty form attached.
Any part returned to us as faulty will go through our standard returns procedure before being forwarded onto our supplier with a warranty claim. Our supplier will inspect and test the part and if they agree the part is faulty will issue us with a warranty credit note. Once this has been received by us we will immediately issue a credit note. Please note that this is not always a swift process as some of our suppliers are located outside of the UK.
All warranty issues are dealt with by Dave who can be contacted via email on Dave.email@example.com. Dave can advise you on the progress of your claim but cannot issue you with a credit note until our supplier has accepted the warranty claim. If our supplier rejects the claim Dave will make contact with you to inform you of their decision.
All items delivered by carrier must be checked before they are signed for. If an item has arrived damaged it must be signed for as damaged with the carrier at the time of delivery. Notification of damage must be received by VTP within 24 hours in order to lodge a claim with the carrier. Any damaged items will be required to be collected so they can be inspected by the carrier so please retain the item until we have notified you with the next steps.
We are unable to credit or exchange any damaged items if the above procedures have not been adhered to.
All items are sent on a standard next day service unless otherwise stated (extra charges may apply).
Delivery times are between 7am and 6pm, please ensure someone will be at the address stated to sign for the goods. If nobody is present the goods will be retained by the carrier and sent out for delivery the following working day. After two failed deliveries extra carriage costs may be applied.
VTP needs to be notified within 48 hours of the delivery date if the goods have not arrived to enable us to investigate with the carriers for any claim to take place. Failure to notify VTP within this time frame could result in the loss of goods.