RMA Policies

Return Shipment:

All PCs must be packaged to the same standard in which you received them (double boxed with double wall corrugated box, packing peanuts or packing paper for void fill, and internal packaging for the PC to prevent the GPU from breaking). If the PC is returned using less than adequate packing, our UPS insurance policy will not accept a claim for any damages. In that event, you will be liable for any damage to the PC once received by our RMA Department.

If you have the original packaging the PC arrived in, please use that, being sure to fill the inside of the PC case adequately to protect internal components. (We use a product called Instapak 60/Instapak 80)

Accessories:

Do not include the power cord or other accessories, as we cannot guarantee the safe return of these items. Return to Merchant Authorization expires 14 days from receipt of this email. Let us know if you have any questions!

Shipping Costs:

You will be liable for all shipping costs, as well as import/export duties and Customs fees, where applicable. Unless we have provided you with a shipping label, be sure to purchase insurance on this shipment.

Smoke:

Please ensure that the system is free of 3rd hand smoke before sending it in. Sending a system that we deem a potential health hazard may result in fees to cover cleaning and personal protective equipment. We reserve the right to refuse services for any system which we deem to be a potential health hazard.

Data Backup:

We recommend backing up any important data, on the device, before sending it to us, as we may need to wipe your Windows installation or storage medium during troubleshooting. Letting us know your system password which we would need to log in, will lessen the likelihood that we will need to erase data on the device. VSG Custom PCs make no guarantee that your system will return with the same data it was sent to us with.

Game Specific Issues:

If you wish to have the VSG Custom PCs RMA Department test specific games on your PC you will be charged a $75 fee for up to 8 hours of in-game testing. Due to the nature of testing specific games for a prolonged period, VSG Custom PCs do not provide complimentary game-specific troubleshooting unless the issues presented in-game are due to a hardware-related issue and across multiple games. Certain games are known to have issues with texture loss and device crashing. We are often unable to resolve these issues as they made need to be fixed by the game developer. If you are facing a common issue with a certain game, we recommend taking the steps provided by community members to ensure you have exhausted all options before paying our team to test a specific game.