Returns
Group Vertical’s Return Policy:
Returns must be made within 45 days of your order date for a refund back to your original payment method. We do not offer returns for PPE products.
The Group Vertical Return Policy applies to purchases made at groupvertical.com. Products for returns must be in NEW, ORIGINAL condition. Products that indicate signs of installation and/or usage may result in a denied refund. Any stickers or stamps removed from the product will also void Group Vertical’s Return Policy. Please examine and/or test your product prior to use or installation.
FREE shipping on Returns! Our Customer Service team is ready to collaborate with you around any return request. For all approved returns, we will provide you a prepaid shipping label to ease with the return!
Frequently Asked Questions - Group Vertical’s Return Policy:
Re-Stock Fees: We understand sometimes you order something that you end up not needing. All cancellations and returns for non-defective parts will be charged a 25% restocking fee. This 25% fee will be subtracted from the refund amount based on the price paid for the part being refunded.
Exchanges: Group Vertical does not offer exchanges. Once your return has been processed your refund can be used for a replacement part.
Exclusions: Group Vertical’s Return Policy does not apply to unlocked or refurbished phones, or tablet devices. They are covered by a 45-Day warranty and may not be returned after 45 days. In addition, Vertical PPE does not accept returns of PPE products.
International Returns: International customers are responsible for all costs associated with return. These costs may include but are not limited to shipping charges, duty fees, and taxes.
How long will your return take to process?
Up to seven business days or less from the day we receive it in our warehouse.
Did you receive the wrong product?
If you receive an item that you didn’t place an order for, please reach out to Group Vertical Customer Service right away. We will send a pre-paid return shipping label. Upon receipt of the item, we will provide a refund.
Are you missing items from your order?
If there is an item missing from your order, please reach out to Customer Service and let them know what you didn’t receive. They will either send the correct item or issue a refund on the missing item.
Ordered the wrong part? Bought by mistake? Item no longer needed?
Contact Customer Service and let them know what items you want to return. We will coordinate return of the product to Group Vertical. Once received, we will process and issue a refund – less the 25% re-stocking fee, which will be taken out prior to the actual refund to the customer.
Do you need to cancel an order?
If you need to cancel your order for any reason, please contact Customer Service as soon as possible. If our package has not yet shipped from our warehouse, we will cancel the order. However, if the package already has a printed shipping label, you will need to reach out to customer service and request a return on your order once you receive it.
Important Note: All cancelled orders where a shipping label has already been printed, will automatically be charged a restocking fee of 25% of the original price of the product.
Did you receive a damaged package or product?
Group Vertical inspects and evaluates all products in our warehouse, prior to shipping. Still, stuff happens! If you received a damaged product upon arrival, please contact us right away. We will ask you to email us photos of the package and product damage. Then we will pay for the return shipping label. Upon receipt of the damaged item and supporting documentation, we will provide you with a refund.
Are you missing your package?
Unfortunately, if your package tracking shows it was delivered, Group Vertical cannot be responsible for locating your package or for any additional costs for delivery, and we are not responsible for any packages that are lost or stolen after proof of delivery.
If your package was lost in-transit, there’s also a chance that your local USPS, FedEx, or UPS office is holding onto your package. We suggest reaching out to your carrier’s local office for an update on your missing shipment before reaching out to Group Vertical.
Oh No! you sent us a part that is not ours….
If you have returned a part to us that was not purchased at GV, we will contact you by phone or email to let you know the part(s) were returned to the wrong supplier and ask you if the parts should be returned to you. If you want the product back, we charge a $15 flat fee for return shipping.
Policy Changes: The Group Vertical Return Policy is subject to change at any time and without notice.
Do you have questions or need assistance with a return?
Please contact us right away so we can help you.
Group Vertical
678 Front Ave NW, Ste 135
Grand Rapids, MI 49504