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 product must be in the same condition that you received it, unused, unopened, and in its original packaging. Equipment must not have been assembled, fueled, operated, or used in the field. Proof of purchase is required.

Unused and unopened accessories and replacement parts may also be eligible for return, provided they meet the conditions of this policy.

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

Return Shipping

Customers are responsible for all return shipping or freight costs for eligible returns.

We recommend using a trackable shipping service and appropriate insurance when returning products. Van Jan Professional Equipment is not responsible for return shipments that are lost or damaged in transit.

If an item is defective, damaged during shipping, or an incorrect item was received, please contact us before returning it so we can evaluate the issue and arrange the appropriate resolution.

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 are 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 or used replacement parts.
  • Consumables.
  • Clearance or sale items.
  • Gift cards.

Exchanges

The fastest way to exchange a product is to return the original item, if eligible and approved, and place a new order for the replacement product.

Customers are responsible for return shipping costs unless the exchange is required because the item received was defective, damaged, or incorrect.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Original shipping charges, if any, are non-refundable unless the return is due to a defective, damaged, or incorrect item.

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

In-stock items: Orders may be cancelled for a full refund at any time before shipment. Once a freight shipment has been scheduled or the product leaves our facility, the order can no longer be cancelled and the return policy applies instead.

Backordered and special-order items: Backordered machines are built to order at the Westermann factory and are clearly labeled “Available on Backorder” on the product page before purchase, with an estimated delivery time of 90–120 days.

Backorders may be cancelled for a full refund within 5 business days of purchase. After 5 business days, the order has been placed with the factory and cancellations are subject to a 20% cancellation fee.

Backorders cannot be cancelled once the equipment has shipped.

Warranty Support

All equipment is covered by the applicable 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.