Cancellation & Replacement

Vitel believes in complete customer satisfaction and fair business. When a customer clicks on an “Accept” or “Agree” button (wherever applicable) or confirms the deal, it is accepted that he/she is doing this (acceptance of all terms and conditions) in his/her full conscious state of mind. Then, once the order has been submitted it is accepted that he/she has read the policies thoroughly with full understanding of the same.

Cancellation Policy

Vitel believes in helping, rather cooperating with its customers as far as possible. We follow this liberal cancellation policy. The customer/s should agree to follow these points noted below to place proper cancellation request:

  • Customer (individual/business) name and job title
  • Contact information (postal address, phone no etc.)including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

What we do with the information we gather

Vitel requires this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • All the cancellations will be considered only if the request is made within 48 hours of placing an order. However, the cancellation request will not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping those products.
  • No cancellations are entertained for those products/services that the Vitel marketing team has obtained on special occasions like Christmas, Easters, New Years etc. These are limited occasion offers and therefore cancellations are not possible.
  • However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good. The matter should be reported within 5 days post delivery.
  • In case you feel that the product/services received is not as shown on the site or as per your expectations, you must bring it to the notice of Vitel customer service within 24 hours of receiving the products/services. The Customer Service Team after looking into your complaint will take an appropriate decision.
  • All amounts owed by the client to Vitel for services rendered/products sold prior to the verified cancellation date must be paid in full. There will be no prorating for partial months throughout the Agreement. Due to account security and privacy concerns, all billing related questions and cancellation requests MUST be made in writing or via email.
  • Cancellation requests will only be processed if made by the initial authorizing party and if received in writing. There will be no refunds of money for any cancellation requests made after 2 days from the date of order. For security and training purposes, all calls inbound and outbound through Vitel corporate offices are digitally recorded and the recordings form a part of the verbal contract between Vitel and the customer/client.
  • In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.

Replacement Policy

When customer/s buy Vitel services/products, the purchase is covered by our 30 replacement guarantee. If the customer/s are, for any reason, not entirely happy with our products/services, Vitel may issue a full refund after analysis and investigation on mutual cooperation with the customer. Vitel sells software & devices that customers use and Vitel has thousands of satisfied customers worldwide, and the support system is second to none. That is why Vitel can afford to back its services/products with this special guarantee. To request a replacement, simply contact Vitel customer support team with your contact details within ten (10) days of receiving the services or purchasing products. Please include your order/invoice number (sent to you via email after placing order) and optionally please tell us why you’re requesting a replacement – we take customer feedback very seriously and use it to constantly improve our products and quality of services delivered. Replacement are not being provided for services delivered in full such as installation service and provided knowledge base hosting services. Replacement are being processed within 21 days period.

Unlike many other web sites that have special rules and lots of fine print, Vitel has a transparent and clear Terms and Conditions for all orders placed on our website, without any special exceptions. By clicking the checkbox, you are accepting our Terms and Conditions. We strictly don’t provide any refund for any product, if you order once it’s confirmed no refund will be provided in any cases. We are committed to delivering your order accurately, in good condition, and always on time promised by us in our website. We use UPS-DHL-TNT-FedEx for doorstep deliveries around the World for Devices. Even though we use the best material for packing, however we still do not guarantee a 100% safe delivery of any device due to mishandling. Any claims if applicable are to be directly settled with the carriers. We do not offer any return policies on our devices shipped from China. Yes, if product got damaged we will replace in some condition after verification by the carrier. Please check with your country customs for any import duties or taxes for any shipments. These are not included in any payments we receive or quote. Vitel does not take any responsibility for damages of any sort to any instruments while in transit (By Air/Sea/Surface). We make our best efforts to ship each item in your order within given working days in our website via Air of the order. However, in some cases, we may take longer, up to 30 extra working days via Air to ship the order. And 45 days to ship via Sea.