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Frequently Asked Questions (FAQ)
1. What's your return and refund policy?
Vacuum Supermarket in North Vancouver, BC accepts returns from customers in Canada and the United States within 30 days of delivery, provided the item is unused and in its original condition and packaging. Vacuums that have been tested or used can be returned within 15 days, subject to a 15–25% restocking fee. Payment processing fees and original shipping are non-refundable unless the error was ours.This policy applies to all orders placed with Vacuum Supermarket, whether online or in store, and shipped to addresses in Canada or the United States. We’d ask that you read it before purchasing, and if anything here is unclear, contact us at 604-984-9356 or vmarket1717@gmail.com before placing your order rather than after.
Return window and condition of the item
You have 30 days from the date you receive your order to return an item that is unused and still in its original condition, together with its original packaging, accessories and paperwork. A vacuum that has been taken out of the box and tested, or put to use in your home, follows a shorter timeline: it can be returned within 15 days of the date you received it, and a restocking fee will apply. We can’t accept used or tested vacuums after 15 days, or any return requested after 30 days. Parts have their own window of 7 days, explained further down this page.
Restocking fees
When a vacuum comes back after being tested or used, or when it shows wear, is missing accessories, arrives in damaged packaging, or turned out to be the wrong model for your floors, we deduct a restocking fee of between 15% and 25% of the purchase price. The exact amount depends on the model and the condition it arrives in, and we’ll always let you know the figure before anything is deducted. Our product pages are written to help you choose a vacuum that suits your floors, and our staff are happy to help by phone or in store if you’re unsure which model to pick.
Unopened items
When an item reaches us still sealed and unopened, in its original condition and packaging, and within 30 days of delivery, we refund the full purchase price with no restocking fee.
Wrong or defective items
If we shipped you the wrong item, or the item arrived defective, the cost is ours. In that case we refund the full amount, including the original shipping charge, and we also pay for the return shipping, whether you’re in Canada or the United States. Please contact us first so we can arrange the return with you.
Charges that are not refunded
Outside of our own errors, two charges can’t be refunded on any order. The first is the payment processing fee, which the card processor charges as soon as an order is placed and which we have no way of recovering. The second is the original shipping charge for sending the order to you. The cost of shipping an item back to us in North Vancouver is also your responsibility.
Final-sale items
Some items are sold as final sale and normally can’t be returned. These include special-order items that we don’t keep in stock, discounted or clearance items, bulk purchases of more than five units, air purifiers, vacuum bags, and parts and accessories. Parts do have a limited exception, described in the next section.
Parts ordered in error
We don’t usually take parts back. That said, if you ordered a part and it turned out to be the wrong one, contact us within 7 days of receiving it, and as long as the part is unused, still in its original packaging and not a special-order item, we may be able to accept it. This is at our discretion and not something we can guarantee. If we do accept it, the payment processing fee and shipping costs will be deducted from the refund, and returning the part to us is your responsibility.
Cancelling an order
If you need to cancel, let us know as soon as you can and we’ll do our best to stop the order before it leaves. When we catch it in time, we refund everything except the payment processing fee, which is charged at the moment the order is placed and can’t be refunded, even if you cancel only minutes later. Once an order has shipped, it can no longer be cancelled and is treated as a return, which means you’ll be responsible for the outbound shipping and handling as well as the cost of sending it back.
Starting a return
Before sending anything back, please contact us at vmarket1717@gmail.com or 604-984-9356 with your order number and the reason for the return, as items that arrive without prior contact may be refused. Pack the item securely in its original packaging with all of its accessories and documents, and ship it to 1717 Lonsdale Ave, North Vancouver, BC V7M 2J6 using a tracked and insured service, since we can’t take responsibility for items lost or damaged on their way to us. Every return is inspected when it arrives, and if it meets the conditions described on this page, we refund the amount owing to your original payment method, less any applicable fees.
Frequently asked questions (FAQ)
Do you accept returns from the United States?
Yes. The same policy applies to orders shipped to Canada and the United States. Unless we sent the wrong item or a defective one, return shipping to our store in North Vancouver, BC is paid by the customer.
Can I return a vacuum after using it?
Yes, within 15 days of receiving it. A vacuum that has been tested or used is subject to a restocking fee of 15–25%, depending on the model and its condition. We’ll confirm the amount with you before deducting anything.
Who pays return shipping?
Usually you do. The exception is when we sent the wrong item or the item arrived defective. In that case, Vacuum Supermarket pays for return shipping and refunds your original shipping charge.
Is the shipping charge refunded when I return an item?
Not unless the error was ours. The original shipping charge and the payment processing fee are non-refundable once an order has been placed.
Can I return vacuum bags or filters?
No. Vacuum bags, parts and accessories are final sale. If you ordered the wrong part, contact us within 7 days. We may accept it as a courtesy if it is unused, in its original packaging and not a special order.
What if I ordered the wrong vacuum model?
Contact us right away. If the vacuum is unopened and you return it within 30 days, we refund the full purchase price. If it has been opened, tested or used, you can return it within 15 days, and a restocking fee of 15–25% applies.
Can I cancel an order right after placing it?
Yes. Contact us right away and we’ll try to stop it before it ships. The payment processing fee is not refundable, even if you cancel within minutes.
Are sale or clearance vacuums returnable?
No. Discounted items are final sale and can’t be returned.
Contact
For any question about a return, you can reach Vacuum Supermarket at 1717 Lonsdale Ave, North Vancouver, BC V7M 2J6, by phone at 604-984-9356, or by email at vmarket1717@gmail.com
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