Return & Exchange

Return Policy & 15 Day Limited Guarantee

All products purchased from Vuugo.com initially come under the product manufacturer’s warranty. Additionally, some products may qualify for Vuugo.com’s 15-day limited guarantee. Our limited guarantee provides for the exchange or refund of select merchandise.  In cases where the product manufacturer’s return policy supersedes ours, some items will be non-refundable.  items that are unopened and still in its original shrink wrap or sealed, can be returned without restriction, within 15 days of purchase.

Some opened products such as hard drives, solid state drives, memory RAMs, software, consumables, CPU processors, and laptop / desktop computer (with broken manufacturer's seal) do not qualify for Vuugo.com’s 15-day limited guarantee offer. They have fewer return privileges and are only covered by the manufacturer’s warranty. We encourage all our customers to check the item listing to get full details about a product’s warranty before ordering. Please note that terms and conditions differ by manufacturer or product.

Before you return a product, please make sure that you obtain a Case Number from us.

To obtain a case number, please contact one of our Customer Service Representatives (1-877-477-5707) or e-mail us with the subject line "RMA Request" at support@vuugo.com.

Please do note that to qualify for a full refund of the products, all returned products must be in the condition that they were received in, including original packaging, all disks, registration cards, and any other accessories. All products or packages will be inspected to verify its condition.  Returned products may be subjected to a 15-20% restocking fee upon inspection.  Defective items are no longer eligible for refunds, but we will provide the proper RMA services needed to get a replacement.  Moreover, the returned product must be received at Vuugo.com within 15 days of the date shipped. Vuugo.com retains the right to refuse returns or charge a restocking fee in case the product returned is damaged, incomplete or otherwise does not conform to our returns policy. All returns must be accompanied by a case number to be accepted for return. In cases where the product manufacturer’s return policy supersedes ours, we will not accept returns.

Shipping fees and Shipping Insurance are considered consumable goods and are non-refundable,

The RMA procedure will take 5-15 business days from the day we receive the item.

All returns to Vuugo.com must include a tracking number.  Vuugo.com cannot be held liable for packages without a tracking number and have been lost or stolen in transit. 

All refunds will be issued back to the original method of payment used to make the original purchase. Your refund will be issued when Vuugo.com receives the returned product. Please allow for 6-12 business days for refunds to fully process.  Note this may vary depending on payment method chosen.

Please do note that this is only a summary of our returns policy. To review the complete returns policy in full, please read below or contact our Customer Service Representatives.

Merchandise Return Procedure

1.       Returned products must be in the condition that they were received in.   Please include original packaging, all disks, registration cards, and any other accessories.

2.       All packages are to be shipped to:
                Vuugo
                200 Cochrane Dr. #6
                Markham, Ontario L3R 8E8

3.       Write down the RMA number on Vuugo’s shipping label.

4.       Please refrain from adding any additional packaging or markings on the box

5.       Ship the package with any courier of your choice via Ground/Regular Shipping, and obtain a tracking number. Send us a copy of your shipping receipt and tracking number.  Should the error be on our end, a pre paid Canpar Express shipping label will be emailed to you.

6.       Once the package has been received at our office we will notify you with further details regarding your return.

Should you have any further questions please feel free to contact one of our customer service representatives.

Return Details

While Vuugo.com accepts returned products, it does so only when certain conditions are met for the following items.  Please note that if the item is Dead on Arrival or DOA, the manufacturer may be able to replace the item.  We would also suggest contacting the manufacturer for further support.  

Consumables

Products of a consumable nature such as Toners, Inks, Printers, CD/DVD/Blu-Ray Media, Paper products or Paper related products, Projector Bulbs do not qualify for the 15-day limited guarantee.  

Software

The following conditions must be met, any exceptions are not acceptable and will result in the merchandise you have returned to Vuugo.com being returned to you at your expense:

• Retailed boxed software - Packaging must be unopened and factory sealed.
• Once the boxed retail software is opened, it can only be returned to manufacturer for replacement if the software is DOA. 
• Software with product keys or licenses cannot be accepted for refund or exchange if opened.

Vuugo.com is not liable for any system-software mismatch. Please note that such mismatches do not fall under the DOA software condition, and, therefore, cannot be replaced. Vuugo.com strongly advises customers to contact the software publishers to inquire about the system requirements of the software they plan to purchase.

Once OEM software is purchased and delivered, there is no refund for such software. Operating Systems also fall under the OEM software category for the purposes of refund. Buyers of OEM software are expected to comply with the System Builder License as OEM software cannot be transferred to another hardware system once installed. 

Video Cards

Six months manufacturer warranty for all video cards being used in Crypto-currency mining purposes.

CPUs & Motherboards

The following conditions are not acceptable for return, and will result in the merchandise you have returned to Vuugo being returned to you at your expense:

• OEM CPUs with the original seal broken.
• Motherboards can be replaced within 15 days from the original invoice date if the product is DOA.
• We do not accept returns of physically damaged CPUs and Motherboards, including those that are damaged during delivery or improper installation process.

Please note that physical damage to a product renders the warranty for it null and void. Please take adequate care during installation as improper installation of CPU fans or improper clocking leads to chipped CPUs / CPU Sockets. Burnt or chipped CPUs or those having bent pins are considered physically damaged, and will not be replaced under any circumstance. Damage caused by irregular use and improper handling are some of the causes for physical damage and should be avoided. 

We, at vuugo.com, frequently come across bent pins when inspecting damaged CPUs and Motherboards. Please do not force a processor into position during installation, as it might result in the product losing its warranty coverage.

Please note that neither Intel nor AMD accepts physically damaged processors. As such we will be forced to return physically damaged CPUs to you at your expense.

Please see example of bent pins below:

Memory RAM

The following conditions are not acceptable for return, and will result in the merchandise you have returned to Vuugo being returned to you at your expense:

• Any memory exhibiting physical damage
• Modules that are missing the manufacturer label containing model number and part number
• Modules that are missing the manufacturer warranty label
• Modules that were shipped with a manufacturer-applied heat spreader, but have had the heat spreader removed
• 'Kit' Modules (which contain 2 or more memory modules packaged together) that are not returned as complete set
• USB Drives, Thumb Drives, Flash Memory, or any related product that is returned without the cap or protective casing
• Any packaging where the seal is broken or damaged

Desktop/Barebone Systems

The following conditions are not acceptable for return, and will result in the merchandise you have returned to Vuugo being returned to you at your expense:

• Any desktop PC, notebook or tablet PC that has physical damage (including case and hardware) due to abuse or improper use
• Any desktop PC, notebook or tablet PC that is missing any accessories or packaging including, but not limited to, AC adapter, cabels, battery pack, manuals, or carrying case.

Hard Drives

The following conditions are not acceptable for return, and will result in the merchandise you have returned to Vuugo being returned to you at your expense:

• Any hard drive that is opened or used
• Any hard drive exhibiting physical damage due to abuse or improper use
• Hard drives that are missing the manufacturer label containing model number and part number
• Hard drives that are missing the manufacturer warranty label
• Any hard drive that is missing manufacturer packaging, manuals, and/or cables

Special Orders

There are no returns on special orders. 

Rebates

There are no returns on products missing UPC codes or serial numbers.  Products offering mail-in rebates are not returnable once the rebates have been filed.  Please be sure that the product is in working condition and that you intend to keep the product before sending in for your rebate.  Please contact the product manufacturer to replace any DOA items missing the UPC code or serial numbers. 

Combo/Bundle Specials

Combo or Bundle specials refer to two or more items that are bought together.  In the event of a damaged or defective item, you can ask for a replacement of said individual items if bought as part of a bundle offer. The product will be replaced if it is returned within the return policy period and passes our inspected process.

In case a refund is requested for a single item, the bundled price will no longer be valid. As such, the refunded amount will be the difference in cost. In case the refund amount is less than the discount offered, you will have to return the entire bundle or kit in order to claim a refund.  Please note that only the total purchase amount will be refunded for bundled prices.

For further product return inquiries, please contact our Vuugo Customer Support Team at orders@vuugo.com or for any order inquiries, please contact orders@vuugo.com.  You may also contact us through our toll-free number at 1-877-477-5707