Return & Exchange

Return Policy & 15-Day Limited Guarantee

All products purchased from Vuugo.com initially fall under the manufacturer's warranty. Additionally, select products may qualify for Vuugo.com's 15-day limited guarantee, offering the option for exchange or refund. In cases where the product manufacturer's return policy takes precedence, certain items may be non-refundable. Unopened products, still in their original shrink wrap or sealed, can be returned without restriction within 15 days of purchase.

However, some opened products such as hard drives, solid-state drives, memory RAMs, software, consumables, CPU processors, and laptops/desktop computers (with a broken manufacturer's seal) do not qualify for Vuugo.com's 15-day limited guarantee. These items have limited return privileges and are solely covered by the manufacturer's warranty. We recommend checking the item listing for comprehensive details about a product's warranty before placing an order, as terms and conditions may vary by manufacturer or product.

Before initiating a product return, ensure that you obtain a Return Case Number from us.

To obtain a case number, please contact one of our Customer Service Representatives at 1-877-477-5707 or email us with the subject line "RMA Request" at support@vuugo.com.

Please note that to qualify for a full refund, all returned products must be in their original and resalable condition, including the original packaging, disks, registration cards, and any other accessories. Returned products will undergo inspection, and a 20%-25%  restocking fee may apply. Defective items are not eligible for refunds but will undergo the necessary RMA services for replacement. Additionally, the returned product must reach Vuugo.com within 15 days of the shipping date. Vuugo.com reserves the right to refuse returns or impose a restocking fee if the returned product is damaged, incomplete, or does not conform to our returns policy. All returns must be accompanied by a case number to be accepted, and in cases where the product manufacturer's return policy supersedes ours, returns will not be accepted.

Shipping fees and shipping insurance are considered consumable goods and are non-refundable.

The RMA procedure typically takes 5-15 business days from the day we receive the item.

All returns to Vuugo.com must include a tracking number, as Vuugo.com cannot be held liable for packages without a tracking number that may be lost or stolen in transit.

Refunds will be issued back to the original method of payment used for the initial purchase. Your refund will be processed upon Vuugo.com receiving the returned product, with a processing time of 6-12 business days. Please note that processing times may vary depending on the chosen payment method.

This summary serves as an overview of our returns policy. To review the complete policy, please read below or contact our Customer Service Representatives.

Merchandise Return Procedure  

1.       Ensure that returned products are in the same condition as received, including the original packaging, disks, registration cards, and any other accessories.

2.       Ship all packages to the following address:
Vuugo

200 Cochrane Dr. #6

Markham, Ontario L3R 8E8

3.       Clearly write the RMA number on Vuugo's shipping label.

4.       Avoid adding any additional packaging or markings on the box.

5.       Ship the package using a courier of your choice via Ground/Regular Shipping and obtain a tracking number. Forward a copy of your shipping receipt and tracking number to us. In the event of an error on our part, a prepaid Canpar Express shipping label will be emailed to you.

6.       Upon receiving the package at our office, we will notify you with further details regarding your return.

Should you have any further questions please feel free to contact one of our customer service representatives.

Return Guidelines

Vuugo.com facilitates returns under specific conditions for below items. It is important to acknowledge that in cases where an item is deemed Dead on Arrival (DOA), manufacturers typically provide guidance on remote diagnostics. They may offer solutions such as product replacement or cross-shipping through telephone assistance. For enhanced support, we recommend reaching out directly to the manufacturer.

Consumable Items

Items of a consumable nature, including but not limited to Toners, Inks, Printers, CD/DVD/Blu-Ray Media, Paper products, or other paper-related products, and Projector Bulbs, do not qualify for the 15-day limited guarantee.

Software Return

For all software returns at Vuugo.com, adherence to the following conditions is imperative. Any exceptions to these conditions will not be accepted and will result in the returned merchandise being sent back to you at your expense.

1. Retailed Boxed Software:

Packaging must remain unopened and factory sealed for a return to be eligible.

2. Opened Boxed Retail Software:

Once the retail software packaging is opened, returns are only accepted for replacement by the manufacturer if the software is Dead on Arrival (DOA).

3. Software with Product Keys or Licenses:

Opened software with product keys or licenses cannot be accepted for refund or exchange.

Vuugo.com is not liable for any system-software mismatch. Please note that such mismatches do not fall under the DOA software condition, and, therefore, cannot be replaced. Vuugo.com strongly advises customers to contact the software publishers to inquire about the system requirements of the software they plan to purchase.

Once OEM software is purchased and delivered, there is no refund for such software. Operating Systems also fall under the OEM software category for the purposes of refund. Buyers of OEM software are expected to comply with the System Builder License as OEM software cannot be transferred to another hardware system once installed. 

             Additional Considerations: 

• System-Software Mismatch:
• Vuugo.com is not responsible for any system-software mismatches. Such mismatches do not fall under the DOA software condition and, therefore, cannot be replaced. Customers are strongly advised to contact software publishers to confirm system requirements before making a purchase.

• OEM Software:
• Once purchased and delivered, there is no refund for OEM (Original Equipment Manufacturer) software. This includes Operating Systems, which fall under the OEM software category for refund purposes. Buyers of OEM software must comply with the System Builder License, as this type of software cannot be transferred to another hardware system once installed.

Please be aware that these conditions are non-negotiable, and compliance is essential for any software return request. If you have any inquiries or concerns, please feel free to contact our Customer Support team for assistance.

Video Cards

Six months manufacturer warranty for all video cards being used in Crypto-currency mining purposes.  

CPUs and Motherboards 

Please be advised of the following conditions regarding the return of CPUs and Motherboards: 

1.       OEM CPUs with the original seal broken are not eligible for return, and any such merchandise returned to Vuugo under these conditions will be sent back to you at your expense.

2.       Motherboards can be replaced within 15 days from the original invoice date if the product is found to be Dead On Arrival (DOA).

3.       Returns of physically damaged CPUs and Motherboards, including those damaged during delivery or due to an improper installation process, will not be accepted.

Please be aware that any physical damage to a product voids its warranty. It is essential to exercise caution during installation, ensuring proper handling of CPU fans and avoiding improper clocking, as these can lead to chipped CPUs or CPU sockets. Burnt or chipped CPUs, as well as those with bent pins, are considered physically damaged and will not be replaced under any circumstance. Physical damage caused by irregular use and improper handling should be avoided to maintain product integrity.

During our inspections at vuugo.com, we often encounter bent pins in damaged CPUs and Motherboards. We strongly advise against forcing a processor into position during installation, as this may result in the loss of warranty coverage for the product.

It is important to note that neither Intel nor AMD accepts physically damaged processors. Consequently, we will be required to return physically damaged CPUs to you at your expense.

Please see example of bent pins below:

Memory RAM Modules

Memory RAM products to ensure a smooth and transparent experience. Please note that the following conditions are not acceptable for return and will result in the returned merchandise being sent back to you at your expense:

1.       Any memory exhibiting physical damage.

2.       Modules that are missing the manufacturer label containing model number and part number.

3.       Modules that are missing the manufacturer warranty label.

4.       Modules that were shipped with a manufacturer-applied heat spreader but have had the heat spreader removed.

5.       'Kit' Modules (which contain 2 or more memory modules packaged together) that are not returned as a complete set.

6.       USB Drives, Thumb Drives, Flash Memory, or any related product that is returned without the cap or protective casing.

7.       Any packaging where the seal is broken or damaged.

Notebook/Desktop/Barebone Systems

To facilitate a smooth return process, please take note of the following conditions, as any deviation from these will result in the merchandise being returned to you at your expense:

1.       Any desktop PC, notebook, or tablet PC that exhibits physical damage, including damage to the case and hardware, due to abuse or improper use.

2.       Any desktop PC, notebook, or tablet PC that is missing essential accessories or packaging, including but not limited to AC adapter, cables, battery pack, manuals, or carrying cases.

Hard Drives

To ensure a seamless return process, please be aware of the following conditions. Failure to comply with these conditions will result in the returned merchandise being sent back to you at your expense:

1.       Any hard drive that has been opened or used.

2.       Any hard drive exhibiting physical damage due to abuse or improper use.

3.       Hard drives that are missing the manufacturer label containing the model number and part number.

4.       Hard drives that are missing the manufacturer warranty label.

5.       Any hard drive that is missing manufacturer packaging, manuals, and/or cables.

Special Orders

There are no returns on special orders. 

Products with Rebates

Returns will not be accepted for products lacking UPC codes or serial numbers. Once mail-in rebates have been submitted, products become non-returnable. It is essential to verify the product's functionality and your commitment to keeping it before submitting for a rebate. For Dead On Arrival (DOA) items without UPC codes or serial numbers, please reach out to the product manufacturer for replacement.

Combo/Bundle Specials Policy

Combo or Bundle specials involve the purchase of two or more items together. If an item within the bundle is damaged or defective, you are eligible for a replacement of the individual affected items, provided they were part of the bundle offer. The replacement will be processed if the product is returned within the specified return policy period and passes our inspection process.

If a refund is requested for a single item from the bundle, the bundled price will no longer apply, and the refunded amount will be the price difference. If the refund amount is less than the discounted bundle price, the entire bundle or kit must be returned to qualify for a refund. Please note that only the total purchase amount will be refunded for bundled prices.

For further assistance with product returns, please reach out to our Vuugo Customer Support Team at orders@vuugo.com. For general order inquiries, you can also contact orders@vuugo.com or call our toll-free number at 1-877-477-5707.