Returns & Claims – BVV
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DAMAGE AND RETURN  POLICY

BEST VALUE VACS (“BVV”) WILL NOT PERMIT ANY RETURNS, EXCEPT AS SET FORTH BELOW. 

 

DAMAGED PRODUCTS AND SHIPMENTS

BVV™ will refund the cost, or replace products/parts that are delivered to the customer in a damaged condition, provided all of the below requirements are strictly adhered to.

Note: Minor scuffs, chips, nicks, scratches, dents, tool marks, welding slags/discoloration, and/or minor aesthetic imperfections (that do not affect the use of the product) do not classify an item as damaged/defective.

  • No compensation or replacements (exchanges) will be given
  • Returns are permitted following the 'standard' return policy (standard restocking fee applied)

Small Package (Non-Freight) Shipments

Any damage must be reported to BVV™ within 72 hours of carrier delivery.
  • At the time of delivery, the customer must inspect their shipment for any damage or signs of wear.

    *If there is substantial damage to your small pack shipment, please reject your package and notify BVV™ at Support@ShopBVV.com.

     Potential signs of damage include: 

    • Any visible damage (holes, rips, dents, etc.)
    • Wet spots or signs of moisture
    • A package that appears to have been repacked by the carrier (tape, box, bag, or pail)

    Damaged Small Pack Claim Filing Process:

    Customers shall promptly remove the product(s) from all packaging and inspect the item(s) for damage.

    If damage is found, customer must:

    • Take photos of any item(s) that were received in a damaged condition
    • Send all photos and details of the damage to: support@shopbvv.com (please include the order number and customer's contact information)
    • A ticket will be submitted by the sales department for the damaged order
    • Once the ticket has been reviewed by the claims department, a follow up email will be sent to the customer within 24-48 hours.
      • Note: ticket responses will be sent to the original email address on the order; these emails may end up in a junk or spam folder

    BVV™ will not offer any compensation or replacements unless all of the requested claims guidelines are adhered to and the claim has been approved by the carrier.

    Shipping damage claims may take up to 7-10 business days to complete with the carrier.

    No replacements or compensation will be given during this claim processing time.

    In some instances, the shipping carrier may request to inspect the shipment in person, if the receiver fails to arrange this inspection with the carrier, the claim will be denied.

     

    Freight Shipments

    Customers are required to take photos of all signs of damage and to notify BVV™ within 24 hours of the carrier delivery.

    If the customer fails to note signs of damage on the BOL, it will be conclusively deemed that the customer has accepted the delivery free and clear of all damage.

    At the time of delivery:

    The customer must inspect the pallet/packaging for any signs of damage and note all visible signs of damage on both copies of the bill of lading (customer and carrier copy) and take photos of all visible damage.

      *If there is substantial damage to your shipment, please reject your freight and notify BVV™ at support@ShopBVV.com

      **If the customer does not provide the proof of damage (photos) of the freight, BVV reserves the right to deny the claim.

      Potential signs of freight damage include: 

      • Any visible damage (holes, rips, dents, etc.)
      • Rectangular-shaped holes where forklift blades have penetrated.
      • Indication that the freight sustained a tip-over or strong impact.
      • Indication that the freight was dented, opened, or crushed. 

      Damaged Freight Claim Filing Process:

      Customer shall promptly remove the product(s) from all packaging and inspect the item(s) for damage and report any damage to BVV within 24 hours from carrier delivery.

      If damage is found, customer must:
      • Take photos of any item(s) that were received in a damaged condition
      • Send all photos and details of the damage to: support@shopbvv.com (please include the order number and customer's contact information)
      • A ticket will be submitted by the sales department for the damaged order
      • Once the ticket has been reviewed by the claims department, a follow-up email will be sent to the customer within 24-48 hours.
        • Note: ticket responses will be sent to the original email address on the order; these emails may end up in a junk or spam folder

        BVV™ will not offer any compensation or replacements unless all of the requested claims guidelines are adhered to and the claim has been approved by the carrier.

        Shipping damage claims may take up to 7-10 business days to complete with the carrier.

        No replacements or compensation will be given during this claim processing time.

        In some instances the shipping carrier may request to inspect the shipment in person, if the receiver fails to arrange this inspection with the carrier, the claim will be denied.

          

        MISSING OR INCORRECT ITEMS

        There is a 72-hour grace period starting from when the carrier has confirmed delivery to when the customer must contact BVV regarding missing and/or incorrect item(s) in the order.

        Failure to contact BVV within 72 hours (this can be done via email, chat, or phone) means that the customer relinquishes their right to a replacement, refund, or gift card/store credit.

        • Claims submitted after 72 hours from carrier delivery will not be approved; no replacements or compensation will be given.

        To file a claim, please email: support@shopbvv.com with the below information

        Information Required:
        • Customer's name
        • Order number
        • Contact information
        • Photo of the item(s)
        • Brief description outlining the issue

        If the claim is approved, the missing or incorrect item(s) will be shipped using the same shipping method that was selected on the original order.

        • BVV will provide a pre-paid return shipping label for any incorrect item to process an exchange; the replacement item will be shipped once the return tracking shows an origin scan with the carrier
         

        NO RETURNS PERMITTED

        The following products may not be returned:

        • Any hazardous material or solvent (Butane, Propane, Ethanol, any lab chemicals, etc.)
        • Products that are labeled as clearance (fire sale) and/or refurbished/open box/factory refurbished
        • Products that are considered a 'consumable'
        • MVP (Master Vapor Pump) products

         

        Non-BVV Branded Items (Return/Claim Requests):

        Third-party manufacturers and any non-BVV branded items will strictly follow the policies and procedures as set forth by the company that supplied the item. BVV will not alter or change the supplier or third-party manufacturer's claim, or return policies and periods, as outlined by the company.

        BVV will follow all guidelines as set forth by the supplier/third-party manufacturer if a return or claim request is made for a NON-BVV branded item (BVV return and claim policies will not apply to non-BVV branded items).

         

        BVV BRANDED ITEMS RETURN POLICY

        Return Guidelines:

        • Returns of a BVV branded product will only be accepted if the return request is submitted to BVV within 30 days from carrier delivery.
        • The BVV branded product must be unused, undamaged, and must be in its original packaging.
        • All returns will incur a standard 15% restocking fee.
          • If the customer would like store credit (BVV Gift Card) instead of a refund, the 'standard' 15% restocking fee will be waived
        • BVV branded products returned with damages and/or missing original packaging will be subject to a restocking fee equal to 25% of the purchase price.
        • BVV branded products that show any sign whatsoever of damage or usage (including but not limited to the presence of botanical material, resins, cleaning agents, stickers or decals, or any damage, wear or tear) will not be accepted for return.
        • Original shipping charges are non-refundable and the return shipping label cost will be deducted from any applicable refund or credit.
        • If there is an active BVV return, claim, or warranty ticket opened on an order and a credit card processor, bank, or PayPal dispute/claim is submitted by the purchaser - the BVV ticket will be automatically voided and closed.
        • Insurance for a return shipping label is provided upon request by the customer. BVV does not include any insurance on return shipping labels unless otherwise requested and paid for by the customer who is returning the product.
        • International returns - the customer is responsible for contacting BVV, receiving return approval, shipping the return to BVV, and providing a return tracking number. All shipping charges, taxes, insurance, etc. will be at the customer's expense. BVV will not send a prepaid return shipping label or set up any return freight pickups for international returns.
        • If the returning item was received in a point of sale box, it must be over-boxed with an external brown shipping box and cannot be shipped back in the manufacturer's original packaging. Any item returned to BVV in its point of sale box will result in an automatic damaged 25% restocking fee.
        • All returns must be shipped back to BVV in a shipping box. Buckets, spools, bags, etc., must be boxed and cannot be shipped back in their original form. Additional shipping and handling fees will be deducted for returns that are not shipped back in a shipping box.
        • Consumable item returns that are found to have been used/opened (this includes items that are missing or have damage to their original packaging/wrapping) in any manner will be rejected; no compensation will be given for used consumable items - no exceptions.
        • It is the customer's responsibility to ensure that an item's technical specifications will work for the customer's location and application requirements (voltage, altitude, 3 phase, etc.). A return request of an item due to the item not meeting the customer's specific technical requirements will be considered a standard (non-defective) return and will follow all applicable standard return policies (shipping costs and restocking fees will apply).

        • If a return is received by BVV in a damaged condition due to improper packing/packaging by the customer, BVV reserves the right to reject the return in its entirety; no compensation or replacements will be given. The customer may choose at their expense to have any returned item shipped back to them if the return request is rejected.
        • Any unauthorized returns received by BVV will be rejected; all returns must be approved by BVV prior to return. The customer may choose to have the unauthorized returned items shipped back to them at their expense by contacting BVV.
        • Store credit may be used on any online BVV order, and will not expire; once the store credit has been issued, it cannot be transferred into a refund.
        THE POLICY AND PROCEDURES SET FORTH BELOW APPLY ONLY TO BVV BRANDED PRODUCTS ORIGINALLY SOLD UNDER THE BVV LABEL.  RETURNS ON ALL OTHER PRODUCTS ARE GOVERNED BY AND SUBJECT TO THE SPECIFIC THIRD PARTY MANUFACTURER’S RETURN POLICY – SEE “THIRD PARTY MANUFACTURERS” BELOW.

        A BVV branded product may not be returned after the expiration of the period of time specified in “RETURN PERIODS” below. The period shall start on the date of delivery.  The RETURN PERIOD for BVV labeled products is THIRTY (30) DAYS from the date of delivery to Customer; other manufacturer’s products are governed by and subject to that manufacturer’s return policies.  NOTE:  Certain products may not be returned at any time; these are identified in “RETURN PERIODS” by the phrase “NO RETURNS.” 

        NO CASH REFUND,OR STORE CREDIT WILL BE MADE UNLESS CUSTOMER FULLY AND STRICTLY COMPLIES WITH ABOVE REQUIREMENTS WITHIN THE TIME FRAMES NOTED.
          ONLY THE ORIGINAL PURCHASER (OR GIFT RECIPIENT) MAY RETURN A BVV BRANDED PRODUCT FOR REFUND, OR STORE CREDIT. PROOF OF PURCHASE WILL BE REQUIRED.  A GIFT RECIPIENT MAY ONLY RETURN THE BVV BRANDED PRODUCT IF THE ORIGINAL PURCHASER IDENTIFIED THE PRODUCT AS A GIFT AT THE TIME OF CHECKOUT/PURCHASE. 

           

          GLASSWARE WARRANTY & SAFETY DISCLAIMER

          Notice to customers: all units are inspected for broken glassware or parts before leaving BVV™. If the unit arrives damaged (this does not include minor imperfections or scuffs in glassware), the customer MUST contact BVV™ within 72 hours from carrier delivery to file a damage claim. 

          If the customer does not contact BVV™ within 72 hours from carrier delivery, then BVV™ cannot issue any replacement(s) or compensation for the item; a new purchase will need to be made for a replacement. 


          Glassware Safety Disclaimer: BVV™ is not responsible for the failure of glassware which must be inspected before and after every use because it may eventually develop imperfections or damage through normal usage, mishandling, and stress caused by temperature variations.

          If an imperfection or damage is noted while inspecting the glassware DO NOT use the glassware because it can fail, which can cause bodily harm or damage to the surrounding area.

           

          RETURNS OF NON-BVV BRANDED PRODUCTS

          BVV IS UNDER NO OBLIGATION TO ACCEPT THE RETURN OF ANY PRODUCT NOT SOLD UNDER THE BVV LABEL OR BRAND.

          • If the returning item was received in a point of sale box, it must be over-boxed with an external brown shipping box and cannot be shipped back in the manufacturer's original packaging. Any item returned in its point of sale box will result in an automatic restocking fee (TBD by the supplier).
          • Returns of products not sold under the BVV label or brand are strictly as permitted under the particular Third Party Manufacturer’s policy.  BVV has no responsibility for such returns. For customer’s convenience only, BVV has provided links to certain manufacturers in “THIRD PARTY MANUFACTURERS” below.  BVV makes no representation as to the accuracy of the link or whether it is current.
          • If there is an active BVV return, claim, or warranty ticket opened on an order and a credit card processor, bank, or PayPal dispute/claim is submitted by the purchaser - the BVV ticket will be automatically voided and closed.

           

          3rd Party Platforms:
          Amazon
          - Items purchased from our Amazon store require the use of the Amazon
          platform to resolve any issues, per Amazon’s policies. You can find the help link
          eBay
          - Items purchased from our eBay store require the use of the eBay platform to
          resolve any issues, per eBay’s policies. You can find the help link here: https://www.ebay.com/help/home
          Etsy
          - Items purchased from our Etsy store require the use of the Etsy platform to
          resolve any issues, per Etsy’s policies. Please message bvvUS directly on Etsy

           

          FREIGHT AND SHIPPING

          To be eligible for any Refund, Replacement, Exchange or Store Credit, the BVV branded product must be returned to BVV in strict compliance with BVV’s Freight and Shipping instructions and the following procedures:

          • Prior to returning the BVV branded product, Customer shall request Freight and Shipping authorizations from BVV; 
          • BVV, in its sole discretion will, select the shipping company and manner of shipment, send Customer a shipping label, and other needed paperwork for Customer to use in returning the BVV labeled product.
          • The Customer will have responsibility to deliver the BVV labeled product to the Shipping Company or to arrange for pick up; 
          • BVV will pre-pay its designated Shipping Company for all freight charges, including insurance; however, in the case of BVV labeled products returned under “Returns and Exchanges,” Customer shall reimburse BVV for such costs or at BVV’s option, the amount of Refund, Exchange or Store Credit will be reduced by the amount of freight charge and insurance.
          • Upon Customer’s request, BVV will arrange for expedited shipping provided that Customer pays the additional costs for that service to BVV in advance of shipment. 
          • A Customer may return any BVV branded product by a carrier of its choice, but in such case, Customer will be solely responsible to make all arrangements and pay the shipping company direct for freight charges and insurance, and Customer shall bear the risk of loss or damage to the BVV branded product in transit. BVV shall have no obligation to Customer to replace any BVV labeled product, refund any amount or offer any Exchange or Store Credit for any product lost or damaged in transit shipped under this section 6. 
          • Customer shall be responsible for all regular freight and shipping for new products purchased by Customer through Exchange or Store Credit. BVV will be responsible for all freight and shipping of BVV labeled products or parts replacing damaged products or parts properly returned under “DAMAGED PRODUCTS.” 
          • Customer shall be responsible for all regular freight and shipping for new products purchased by Customer through Exchange or Store Credit. BVV will be responsible for all freight and shipping of BVV labeled products or parts replacing damaged products or parts properly returned under “DAMAGED PRODUCTS.”
          • If, after inspection and testing, BVV determines that a product or part returned under “DAMAGED PRODUCTS” is fully functional, the Customer shall reimburse BVV, prior to BVV shipping the product back to Customer, for all freight incurred by BVV for both (a) shipment to BVV from Customer, and (b) shipment back to customer.

          TESTING/INSPECTION

          All returned items are subject to inspection and testing by BVV.  Inspection and testing usually takes 2 to 3 business days, but can be longer depending on particular circumstances. 

          RETURN PERIODS 

          All BVV branded products returned by Customer under “RETURNS AND EXCHANGES OF BVV BRANDED PRODUCTS” must be returned to BVV within thirty (30) days.  The time period starts on the original date of delivery to Customer.  For any products not sold under the BVV label or brand, the period and procedure for return is determined strictly and solely by the Third Party Manufacturer, and Customer is solely responsible for contacting and making arrangements with the Third Party Manufacturer. 

          THIRD PARTY MANUFACTURERS

          Except as noted above in “RETURNS OF NON-BVV BRANDED PRODUCTS,” BVV will not accept returns or exchanges of any product that is not BVV branded.  The Customer must contact the Third Party Manufacturer to determine whether returns are permitted and the terms and conditions that may apply.

          As a convenience to BVV customers, the following is a list of certain Third Party Manufacturers whose products BVV sells ad links their websites.  BVV is not responsible for the accuracy of the link or whether it is current.

          THIRD PARTIES

          Vacuum Pumps

          Evaporator

          Vacuum Ovens

          Rosin Presses

          Chillers

          Recovery Pumps

            Additional