To report any service requests please contact us at vnprollc.com@gmail.com or (210) 773 8129
Wholesale Permit
A Wholesale Business Permit is required before any and all transactions with VN PRO. All new Distributors must complete a Distributor Application Form. Texas-based customers must complete a State Tax Certificate and State Tax Exemption Certificate. Additionally, VN PRO requires a copy of the state-provided business permit/license from all Distributors.
Orders
- All orders need to be submitted by email, fax, or phone. Accurate product numbers and/or descriptions are required on all Purchase Orders. If there are any questions regarding a product or an invoice, please contact our Sales Support Staff at vnprollc.com@gmail.com
- An Estimate will be emailed back to you as an acknowledgment of your Purchase Order. To continue the order process, please review the e-mail and send back confirmation.
- After we receive confirmation of your Estimate, we will then send you a finalized version, also known as a Sales Order. Please allow us 7 business days for processing your Sales Order. For all pedicure spa orders, please allow 14 business days for processing. Please note that this timeframe does not include shipping time.
- The first day of processing begins after the receipt of written confirmation of the Sales Order and completion of payment. Processing includes picking, packing, and delivery of the packed items to a shipping carrier. Any issues in the process will cause unexpected delays in the fulfillment of the order.
- Any expedited shipping order must be confirmed and paid off in full before 12:00 PM that day.
- Order cancellations will be approved or denied on a case to case basis. Orders that have been packed and are ready to ship will be subject to a 25% restocking fee.
Disclaimer
VN PRO reserves the right to adjust, change or cancel any and all orders due to errors in the order process, incorrect pricing and/or incorrect shipping costs.
Payment
- VN PRO accepts checks, bank deposits and Zelle . For check payments, please allow 7 business days for processing. Once the check has cleared, we will process your order and have it shipped.
- A $25 fee will be imposed on all Non Sufficient Funds. Any pending orders will be held until payment is received in full. In the case of a past due balance, all pending orders will also be put on hold until the balance is paid off in full.
- All orders must be paid in full before leaving VN PRO’s warehouse.
Return
All returns must be authorized beforehand by both VN PRO and VN PRO's Authorized Distributors. For authorization, please email us your request and any related photos or videos and one of our VN PRO Service Representatives will contact you for further assistance.
Once the return merchandise has been received by VN PRO, a refund and/or credit will be processed within 7 business days. Any refund and/or credit that is issued will be based strictly upon the transaction between VN PRO and the Distributor; any prices involved in a transaction between the Distributor and the consumer will not be taken into consideration.
New unused products in their original packaging are eligible for a full refund if sent back to VN PRO within 30 days from the delivery date. Returned products without its original packaging, will be subject to a minimum restocking fee of 25%.
After 15 days from the date of delivery, no return requests will be accepted regardless of the reason or condition of the product. VN PRO is not responsible for any shipping charges in regards to a declined return and any such products can be disposed of at VN PRO’s discretion after 7 business days.
Original shipping charges are non-refundable, and VN PRO is not responsible for any expenses incurred in the return process.
All returned products will be subject to inspection. If upon inspection VN PRO discovers damages due to improper packaging or customer misuse, then additional fees may be imposed.
Custom items, clearance products, and special orders are ineligible for any returns or exchanges. Any products that have already been installed and/or connected to plumbing (including but not limited to shampoo backwash units, pedicure spas, etc.) are ineligible for returns/exchanges.
Kit items may not be partially refunded - all parts of the kit items must be present to be eligible for a refund.
Clearance items are considered final sale and non-refundable, and are not eligible for any returns or exchanges.
If VN PRO issues a Call Tag or Shipping Label to have a product returned to our warehouse, the customer has 7 days to ship out said product back to VN PRO. If the tracking has not been activated after 7 days, the consignee is liable for additional fees, full value of the product, or anything else VN PRO deems as suitable for the situation.
UPS DAMAGE CLAIMS
Following the updated UPS requirements for damaged items, we will need all the following information. We will be UNABLE to ship replacements until all requirements are met.
· Photo 1: A photo of the damaged item.
· Photo 2: A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box).
· Photo 3: A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.).
· Photo 4: A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z).
· Photo 5: A close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
· Photo 6: Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).
· Photo 7: Dimensions of the box including the package height, length, and width provided in the body of the email.
** Note: All photos must be in jpeg or bitmap format.
*** If all information above is not provided, all claims with damages will be denied and no replacements will be sent.
Large or fragile package orders will be shipped via Less Than Truckload (LTL) using a Freight Carrier. Expedited services and accessorial services, such as Lift Gate and Inside Delivery will be additional. Large package is defined as when a package’s length plus girth [(2 x width) + (2 x height)] combined exceeds 130 inches (330cm).
Requests for in-person pickup or 3rd Party pickup may be approved at the discretion of VN PRO. Distributors who choose to use their own freight carrier has the option to provide VN PRO with a Bill of Lading and schedule their pick-up during VN PRO’s dock hours which are between 3-5 PM CST. We will ship your order by Collect or Third Party Billing. Distributor-provided BOLs must be paid by Collect or Third Party Prepaid. By choosing to use your own shipping, Distributor and/or Consumer assumes full responsibility of the shipment in regards to freight claims and damages. A Handling Fee of 1% will be applied to all 3rd Party Freight orders. All in-person pickup requests need to be placed a minimum of two hours in advance. Local pickup times are between 9-3 PM CST.
When you receive your shipment, please verify the number of pieces and pallets before you sign the Delivery Receipt. It is your duty to educate your customers on the proper procedure(s) for receiving shipments. Any damages to pieces/pallets or missing items must be noted on the Delivery Receipt. If the shipment arrives without a pallet, shrink-wrap, or straps then please note “possible concealed damage” and contact VN PRO immediately. VN PRO highly recommends taking pictures of all shipments before removing any packaging material.
When you sign the Delivery Receipt without noting any damages, then you are saying that the shipment arrived in good condition and with no missing pieces.
If there is any type of shipping discrepancy such as visible or concealed damage, missing boxes or pallets, etc., the Distributor needs to contact and report them to VN PRO within 72 hours, otherwise any possible service requests will be denied.
If there is an issue with your shipment, please keep the shipping cartons and materials until the problem has been resolved or the claim has been acknowledged and settled. Pictures of the damaged product in questions must be provided to VN PRO’s Service Team to help determine the best possible course of action.
If products are delivered to the Distributor and/or consumer and the shipment is refused for reasons other than shipping damage, then the Distributor will be subject to a 25% restocking fee plus all applicable freight charges.
If proper freight receiving protocol is followed, VN PRO will attempt to rectify the situation to the best of our ability. However, if proper shipping protocol is not followed, then VN PRO will be unable to guarantee any resolution for the damaged shipment.
Warranty
- All products offered by VN PRO are covered by a limited parts warranty that begins the same day the product is delivered. VN PRO Clearance items and VN PRO Container Orders are not eligible for warranty or service and are priced accordingly. VN PRO’s warranty only applies to the original buyer and is nontransferable. Any extended warranties must be made through a written binding contract between VN PRO and the buyer.
- VN PRO’s warranty is only active in the continental U.S. Should a customer require service outside of the designated area then AYC will not be responsible for any shipping fees or duties that may accrue during the service process.
- Any requests for warranty service will require the approval of VN PRO beforehand and can be obtained by contacting the Service Department. Requests for warranty service may be resolved by issuing replacements parts, replacement of complete units, a refund or warranty repair services. Any such resolution completed in full shall constitute the fulfillment of any and all duties by VN PRO in regards to the warranty of its products. Such resolutions are the sole remedies available to the Distributor and/or consumer.
- In the case of missing parts, customers have 7 days to conduct their inspection and report any missing components.
- In the event that a product needs to be shipped back to VN PRO for warranty service and the Distributor and/or consumer has had the product for 30 days or less from the date of delivery, VN PRO will assume responsibility of shipping in both directions. After 30 days, the buyer is responsible for the shipping to return the product to VN PRO and VN PRO will bear the responsibility of return shipping. Any packaging costs will be assumed by the buyer and shipping damages caused by improper packaging will not be reimbursed by VN PRO. VN PRO warranty service only covers standard shipping, if expedited shipping is needed then the extraneous costs will be passed onto the buyer.
- Labor, parts or unit replacements shall not constitute the extension or renewal of the warranty period. Warranty service that necessitates shipping the unit back to VN PRO will require a minimum wait time of 7 business days for diagnostics and/or repairs.
- All items are covered under VN PRO's 1 Year Limited Parts Warranty with the exception of standalone electronic appliances such as facial machines, towel warmers, sanitizers, etc., which are covered for a period of no more than six months from the date of delivery. The limited parts warranty offered by VN PRO does not cover damages incurred by wear and tear, extensive or heavy use, abuse, tampering, modification or mishandling. Commercial standards allow for color variations which VN PRO has no control over, therefore this warranty does not extend to color, grain, or texture. The warranty does not extend to fading, staining, tears or wear, which have more to do with the environment and care the product was subjected to.
- In the case that the item sent in for repair is found to be in perfect working condition, a labor fee will be charged and the customer will be responsible for the return shipment.
- In regards to all other service questions, please contact vnprollc.com@gmail.com
Repairs
- VN PRO’s repair fee is set at $35/hour for non-warranty repairs and includes a 30 day limited parts and labor warranty.
- The Distributor and/or consumer will be responsible for all shipping charges and the cost of parts.
- If the unit is unable to be repaired, then VN PRO will contact the distributor and work on determining a favorable compromise for all parties involved.
- VN PRO disclaims any and all responsibility for out-of-warranty products we receive in damaged condition.
Limited Parts Warranty Breakdown
Pedicure Spas (1 Year Warranty)
a. Massage Chair
i. Internal mechanisms
ii. Seat frame actuators (For the DX, PI, and EX chairs only)
iii. Gas spring (CX chair only)
iv. Remote (excluding cracked screens, broken buttons, and water damage)
b. Base/Tub
i. Faucet
ii. Sprayer
iii. Hoses
iv. Electric jet motor (excluding the cover)
v. LED (excluding the cover)
vi. Drain assembly
vii. Air buttons
viii. Electrical control box
ix. Discharge pump motor
Customer/Technician Chairs/Stools (1 Year Warranty)
a. Pneumatic Pump
Styling/All-Purpose/Barber Chairs (1 Year Warranty)
a. Hydraulic Pump
b. Footrest
c. Gas Spring (All-purpose/Barber chairs only)
d. Seat Bracket
e. Headrest Connector (All-purpose/Barber chairs only)
Hair Dryers, Steamers & Processors (1 Year Warranty)
a. Internal Mechanisms
Backwash Units (1 Year Warranty)
a. Faucet
b. Sprayer
c. Braided Hoses
Towel Steamers/Warmers/Sterilizer (6 Month Warranty)
a. Control Box
b. Floater (360 only)
c. Starter (209 only) & Internal Components (209 & 389 only)
Facial Steamers/Multi-Function Machines (6 Month Warranty)
a. Water Sensor/Thermostat
b. Power Transformer(s)
c. Multi-Function Machines
i. Galvanic Function
ii. Woods Lamp (excluding light bulbs)
iii. Brush adaptor (handheld part only, excluding brush attachments)
iv. High-Frequency Function (excluding glass tube attachments)
Autoclave Sterilizer (1-year Warranty)
a. Internal Components
Ring Light (1-year Warranty)
a. Internal Mechanisms(not including light bulb)
Miscellaneous Furniture (1 Year Warranty)
a. Nail Dryer Tables
i. Fans
b. Kid Pedicure Spas
