Returns

What is your return policy? 

All products must be in new, unused condition and in the original packaging to quality for a return.

Within 30 days: 

  •  All orders that are returned within 30 days of being received by the customer may qualify for a refund as store credit with a 10% restocking fee, or to the original form of payment with a 15% restocking fee.

Between 31-90 days: 

  • All orders that are returned within 31 to 90 days of being received by the customer may qualify for a refund as store credit with a 15% restocking fee, or to the original form of payment with a 20% restocking fee.

After 90 days: 

  • All orders returned after 90 days of being received by the customer (but less than six months) may qualify for a refund as store credit with a 25% restocking fee, or a refund to the original form of payment with a 30% restocking fee.

After 6 months: 

  • All orders over six months old are not eligible for a return.

There is an additional 10% restocking for all powder coated products. 

Please note: After approval you must return your products within 30 days or your return authorization will expire. There will also be an ADDITIONAL 30% restocking fee on top of our standard restocking fee if you send back products without prior approval from us.

Customers are responsible for return shipping costs. In some instances, Van Cafe receives a better shipping rate for larger packages, and we may be able to sell you a return label to help defray your return shipping costs. We will let you know when we contact you after you submit your request. Returns may take up to two weeks to process after we receive your product back. 

How do I make a return request? 

Making a return is straight forward and easy. If you placed an order on our old website (before January 18th, 2021), please refer to the instructions below. 

If you have an account:

  1. Login to your account
  2. Under orders, find the order with the product(s) you want to return
  3. Click that order to enter the order detail page and choose the product(s) you want to return
  4. Click the return button under the Actions heading on the right hand side of the screen (you may need to scroll down)
  5. Choose the quantity of the product(s) you want to return and fill out the information regarding your request
  6. Click the submit a return request button at the bottom of the screen.
  7. Our customer service team will review your request and get back to you with further instructions. 

NOTE: Please do not send product(s) back until a member of our team has approved your return!

If you don't have an account: 

  1. Please email us at support@vancafe.com with your name & order number and we will be happy to help you with your return request. 

What is your core return policy? 

Van Cafe offers a 100% refund to the original form of payment under the following conditions:

  • Cores are returned within 90 days of purchase.
  • The core must be in rebuildable condition as determined by Van Cafe.
  • The core must be returned in the manufacturer's box (if originally shipped as such) or a refund may be declined

Please Note:

  • The purchaser will be responsible for all return shipping costs.
  • Cores returned after 90 days of the original invoice date are not eligible for a refund.
  • Some cores are in high demand by rebuilders. Pending approval, we will allow these cores to be returned after the 90-day period. Such returns will be subject to an additional fee determined by the availability of the specific core. If approved the refund will be issued as STORE CREDIT ONLY. Returns may be denied depending on the situation.
  • Syncro decoupler cores require multiple components to be returned to us to receive core credit. Please use the zip tie included with your rebuilt unit to secure all pieces together before packing and returning your core.

Core returns may take up to two weeks to process after we receive your product back. 

How do I know if my return request has been approved? 

You will receive an email letting you know your request has been approved with further instructions on sending your product(s) back to us. 

Do you return electrical components? 

Electrical components are non-refundable & non-exchangeable. This includes electronics, switches, bulbs, and other analog electrical items.

What is our policy on powdered coated products? 

There is a mandatory additional 10% restocking fee applied to all powder coated items. Powder coating fees help offset the time & cost we accrue during the powder coating check in procedure. This includes our touch up process, re-application if necessary, and repackaging of the products. 

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