Refund policy
Return & Refund Policy
We offer a 14-day return request period. This means you have 14 days after receiving your item to request a return authorization.
To be eligible for a return, the equipment must be in the same condition that you received it, unused, unopened, and in its original sealed packaging. The item must not have been assembled, fueled, operated, or used in the field. Proof of purchase is required.
To start a return request, please contact us at vanjan@vanjanpro.com. Returns must be approved before any item is sent back. Items returned without prior authorization will not be accepted.
Approved returns should be sent to:
Van Jan Professional Equipment
5601 E 18th St #106
Vancouver, WA 98661
Free Returns
We offer free returns or exchanges within 14 days for equipment that meets the following conditions:
• The equipment is unopened and still in the original sealed box
• The packaging is undamaged and in resellable condition
• The return request is made within 14 days of delivery
If these conditions are met, we will provide a prepaid return label or arrange freight pickup.
Returns for Opened Equipment
Equipment that has been opened, assembled, or removed from its original packaging may still be eligible for return approval at our discretion, but:
• Return shipping and freight costs will be the responsibility of the customer
• A restocking fee of up to 20% may apply
• Equipment that has been used, fueled, or operated outdoors cannot be returned
Damages and Shipping Issues
Please inspect your order immediately upon delivery. If the item is defective, damaged, or if you receive the wrong item, contact us right away so we can evaluate the issue and resolve it.
For freight shipments, customers must:
• Inspect the equipment at the time of delivery
• Note any visible damage on the carrier’s Bill of Lading
• Take clear photos of the equipment and packaging
• Notify us within 24 hours of delivery
Failure to document freight damage at the time of delivery may limit the ability to file a freight claim.
Non-Returnable Items
Certain items cannot be returned, including:
• Equipment that has been used or operated
• Special order or custom items
• Installed replacement parts or consumables
• Clearance or sale items
• Gift cards
Exchanges
The fastest way to exchange equipment is to return the item (if eligible and approved) and place a new order for the replacement product.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your return was approved, please contact us at vanjan@vanjanpro.com.
Order Cancellations
Orders may be cancelled only before shipment. Once a freight shipment has been scheduled or the equipment leaves our facility, the order cannot be cancelled.
Warranty Support
All equipment is covered by the manufacturer’s warranty. While warranty claims are handled by the manufacturer, Van Jan Professional Equipment will assist customers in coordinating warranty service, replacement parts, and repair support whenever possible.