Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, and should include all supplied materials: instructions, warranty cards, original accessories, hardware, and any software provided. You’ll also need the receipt or proof of purchase.
Items sent back to us without first requesting a RMA number will not be accepted, and returned to sender at your expense.
To start a return
- Create a customer account. Once created and verified by email, when you login you will be able to view your order
- Against the order you wish to return, select the "Request Return" button.
- Select a reason from the dropdown list and provide any further comments you think we should know about. Click the blue "Request Return" button.
- We will then review your request and notify you by email.
- You will receive an email from us with instructions on how to return the order. The email will include a PDF return label, which you will need to print out and on the outside of the package with the order you are returning. This label includes an RMA number ((Return Merchandise Authorisation) that we need to process your return.
Returns will need to be sent to the following address with the RMA number:
Vision Engineering Limited
The Freeman Building
Galileo Drive
Send, WOKING,
Surrey
GU23 7ER
Unless your item is defective, you are responsible for all return shipping costs. We recommend you ship via insured ground service with a tracking number.
You can always contact us for any return questions.
Restocking Fee
We may levy restocking fees for items showing any signs of use or damage. Using other packing other than the original packing will result in a 20% restocking fee deducted from your refund amount. Bulk returns of orders that include 5 or more items may incur a 20% restocking fee when returning for a refund - these will be evaluated on a case-by-case basis.
However, products returned in USED or DAMAGED condition are not eligible for full refund. We reserve the right to charge a restocking fee. You can always contact us for any return questions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Right to Cancel: 14 day cooling off period
Notwithstanding the above, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will refund the value of the goods less a re-stocking charge and the delivery charge. The restocking charge will be 20% of the value of the goods.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.
Warranties
Vision Engineering products are warranted against manufacturer’s defects in material and workmanship from the original date of purchase.
- Five Year Warranty for Bench magnifiers: Our Vision LUXO bench magnifiers come with a five (5) year factory warranty against manufacturing defects, covering labor and parts.
- One Year Warranty for stereo microscopes and digital microscopes: All our stereo microscopes and digital microscopes come with a one (1) year warranty, except when specified in the description.
Warranty does not apply for consumable accessories and parts such as bulbs, batteries, fuses, cords, optical components or any add-on accessories such as mechanical specimen holders that are not built into the microscope stage as an integral part of the original manufacture, etc. Warranty does not cover microscopes, lenses cameras or other accessories that have become inoperable due to dirt or damage due to misuse or lack of maintenance.
[NOTE: Buyers are responsible for return shipping and handling cost for warranty services. Our warranty covers parts and labor only.]
To claim a warranty on any inoperable product purchased from us, please contact us.