Policy

Order Cancellation Policy

Policy Overview: Please note all orders require 2 to 4 business days to be processed before shipment.

Order Cancellation Policy at VSI Health, we strive to process and ship your orders as quickly as possible. We understand that plans can change, which is why we offer a limited window for cancellations.

  • Cancellation Window: You may cancel your order for a full refund within 24 hours of order placement.
  • How to Cancel: To request a cancellation, please email our support team at (inf@vsihealth.com) or use our Contact Form with your Order Number and the subject line "Order Cancellation Request."
  • After 24 Hours: Once the 24-hour window has passed, the order is sent to our fulfillment center and cannot be cancelled. In such cases, the order will be processed as a standard delivery, and you may initiate a return once the product arrives (subject to our Return Policy).
  • Pre-Orders: For items marked as "Pre-Order," the same 24-hour cancellation window applies from the time of the initial transaction.

 

Product Return Policy

Policy Overview: Strict 30-day window, emphasizing the hygiene nature of the products.

Product Return Policy: We want you to be completely satisfied with your VSI Health and Hygiene dispensing solution. If a product does not meet your expectations, we offer returns under the following conditions:

  • Return Period: All returns must be initiated within 30 days from the date of purchase.
  • Eligibility: To be eligible for a return, your item must be in the same condition that you received it: unused, uninstalled, and in its original packaging. Due to the sanitary nature of our dispensers, we cannot accept returns for items that have been mounted or used with paper/soap products.
  • Return Process: 1. Contact us at (info@vsihealth.com) to receive a Return Merchandise Authorization (RMA) number. 2. Ensure the RMA number is clearly marked on the outside of the shipping box. 3. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.
  • Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be applied to your original method of payment within 7-10 business days.

Product Warranty Policy

Policy Overview: 12-month coverage specifically for manufacturing defects on dispensers.

Limited Product Warranty VSI Health and Hygiene Group stands behind the engineering and quality of our Health E Roll Commander® line and all automated dispensing systems.

  • Warranty Period: We provide a 12-month limited warranty from the date of purchase.
  • What is Covered: This warranty covers only manufacturing defects in materials and workmanship. This includes electronic motor controls, sensor malfunctions, and structural defects present at the time of manufacture.
  • What is Not Covered: This warranty does not cover:
    • Damage caused by improper installation or maintenance.
    • Damage resulting from misuse, abuse, or vandalism.
    • Normal wear and tear (e.g., minor scratches, battery depletion).
    • Use of incompatible paper or soap refills not recommended for the device.
  • Claim Process: If you believe your dispenser has a manufacturing defect, please contact our technical support team at (pauten@vsihealth.com).  You will be required to provide proof of purchase and, in some cases, photos or video of the defect.
  • Remedy: If a defect is confirmed, VSI Health will, at its discretion, repair or replace the defective unit or component at no charge to the customer.