US In Warranty Returns / Replacements
Follow the steps outlined in this article to request return or replacement of your IN WARRANTY VEX products.
- Review the important returns related information & instructions in #5 below.
- IMPORTANT:
- If your website order qualifies for return or replacement, you can request either process from your account order history on our website.
- If you placed your order as a guest and need to look up your order details, please use this link: https://www.vexrobotics.com/sales/guest/form.
- If you are ready to begin a return or replacement request, use this link: https://www.vexrobotics.com/sales/guest/returnform.
- If you ordered via a P.O. sent directly to sales@vex.com or your VEX Robotics sales representative, download the VEX Robotics US RMA Request Form found here. Fill out all the required information and email your completed form to support@vex.com.
- Our support team will review your request and email you further instructions and the status. Please do not return any product until advised to do so by our support team.
- Important returns related information & instructions:
- Returns or replacements are offered only for products that are under warranty.
- Returns for credit are accepted only within three (3) months from the date of shipment from our warehouse and are subject to a 10% restocking fee.
- Returns for credit must be in sellable, new condition and in their original packaging.
- VEX inspects returns upon receipt from the customer.
- Customer is responsible for physically shipping and pre-paying shipping costs associated with shipping the returned / replaced product TO us. We will choose the carrier and pre-pay ground shipping costs for approved replacements shipped FROM us.
- IMPORTANT: Any shipment sent to us without a valid VEX RMA number clearly marked on the exterior of the shipping box will be considered an unauthorized return. VEX Robotics is not liable for the return shipment's disposition or its contents.
- Customer is responsible for following all transportation, regulatory, and carton labeling requirements for shipping hazardous materials including but not limited to Lithium Batteries. Never ship damaged batteries. Never ship undamaged batteries to VEX Robotics unless specifically requested to do so in writing by VEX Robotics. Customer is responsible for utilizing appropriate packaging techniques and materials to properly protect products during return shipments.
- Shipping costs, programming software and purchases related to digital curriculum are non-refundable.
- Claims for shipping shortages, errors, or damages must be submitted via email to support@vex.com within 10 days after receipt of shipment. Failure to make such claim within the stated period of time shall constitute irrevocable acceptance of goods and an admission that they fully comply with all the terms and conditions of the buyer’s order.