At VSE, we are committed to delivering high-quality products and exceptional customer service. We understand that issues may occasionally arise, and we want to make the return and repair process as smooth and transparent as possible. This policy outlines the procedures, timelines, and responsibilities for returning products to VSE for evaluation, repair, or replacement. Please review the following information carefully to ensure a successful RMA experience.

Warranty Coverage

Products manufactured and tested by VSE carry a 1-year (365 days) warranty from the date of manufacturing. Products not tested by VSE are not covered under warranty. The warranty is limited to correction of “VSE workmanship” defects. For the purposes of this policy, “workmanship” is defined by the most current versions of IPC-A-610 and IPC-A-620 as well as any customer requirements provided at or before contract review. Expenses associated with repair of any workmanship defects shall be covered by VSE under warranty.

Exclusions from warranty include:

  • Product that has been altered or repaired by non-authorized personnel (unless explicit, documented authorization given by VSE).
  • Any failures caused by misuse or mishandling by the customer.
  • Product for which there is no customer-specified test.
  • Product that is out-of-warranty at the time of the RMA request.
  • Product for which any defects are due to design-related issues.

For RMAs that are under warranty, a final Purchase Order will be generated to enable systematic return shipping of the product back to the customer. When there is a finding of “No Trouble Found” (NTF), the evaluation fee specified in the “RMA Fees Breakdown” table below shall be applied to the Purchase Order and must be accepted by the customer prior to return shipping to the customer. Any warranty repairs will be covered under warranty resulting in a zero-dollar value final Purchase Order. VSE’s warranty policy is also addressed in Section 9 of VSE’s Terms and Conditions (located at https://www.vse.com/terms-ands-conditions/).

Non-Warranty Returns

For products that are not under warranty, VSE will accept and process these returns so long as the products are less than 5 years old (from the date of manufacturing). Any RMA requests for products that are more than 5 years old will be denied by VSE. VSE will not extend warranty coverage or issue RMAs for parts not built by VSE unless the customer receives documented approval from VSE and the terms and scope of work are clearly defined and accepted by both the customer and VSE. The standard evaluation and repair fees outlined in the “RMA Fees Breakdown” table below will apply. See the “RMA Fees Breakdown” table below for more information on evaluation and repair fees associated with non-warranty returns.

RMA Issuance and Return Procedure

When attempting to return product to VSE for evaluation and potential repair, complete the “VSE RMA Request” form and email it to rma@vse.com. Include a picture of the part label containing the Serial # of the part being returned. Once this request is received, VSE will review the request. If approved, VSE will issue an RMA #. When shipping the product to VSE, ensure that the RMA # is visible on the packaging and/or shipping documents. If product is returned to VSE without an RMA #, it may be rejected and shipped back to the customer at the customer’s expense.

The following documents are also required when returning product to VSE:

  • A copy of the Non-Conforming Material Report (NCMR) or Defective Material Report (DMR).
  • A zero-dollar Purchase Order for evaluation/rework.

For international shipments:

  • In accordance with the Incoterm FCA (Free Carrier): for all international shipments, the customer returning product to either VSE’s San Jose or Reno factory (the designated delivery locations) is responsible for the shipment, including transportation costs, risks, and import procedures.
  • If the product being returned to VSE is held up by Customs and/or the Carrier due to lack of documentation or document errors, the customer is responsible for resolving these errors.
  • A zero-dollar PO should be issued (as this is a return evaluation, not a sale). However, the declared value on the Shipping Invoice should reflect the product value.
  • Regarding HTS codes, do not use the original HTS code for the commodity shipped from VSE to the customer. The HTS code 9801.00.10.12 is for “Articles returned temporarily for repair, alteration, processing or the like, the foregoing to be reexported.”. If any other HTS code is used resulting in tariffs or charges billed to VSE, VSE will require:
    • Re-payment of these expenses by the customer (RMA on hold until resolved).
    • Realignment with the customer on this policy for future RMA requests.

Include the following notes on the Shipping Invoice:

  • “This is a return for evaluation, not a sale.”
  • “This product may contain trace amounts of US-sourced aluminum or steel.”

Unless otherwise agreed upon on a case-by-case basis, the customer is responsible for any shipping charges associated with product returns to VSE. If the product is under warranty and there is a determination of VSE Fault, VSE will reimburse the customer for standard shipping charges (1) as well as pay for shipping back to the customer (any expedited shipping charges will be paid for by the customer).

If any shipping charges are wrongly billed to VSE, VSE will require:

  • Re-payment of these expenses by the customer before (RMA on hold until resolved).
  • Realignment with the customer on this policy for future RMA requests.

Returned products must be received by VSE within 15 days of RMA issuance. Any delays in return shipping should be communicated between the customer and VSE.

RMA Processing & Rework Procedure

All RMAs will be subject to inspection and test upon receipt. If repairs are performed, all repaired products will be re-tested. All RMAs will be subject to final inspection where a Certificate of Conformance will be generated and included with the product for shipment, if applicable. Note that products that do not have a customer-specified testing procedure will not be tested.

VSE’s commitment to the customer is to process RMAs in a timely manner. The lead time for RMAs will be based on the results of inspection and pre-test. Lead time is counted from receipt date (at VSE) to ship date (from VSE).

  • 15-30 Days: RMAs that are NTF at inspection and test.
  • 30-45 Days: RMAs that require repairs when replacement parts are in stock.
  • 60+ Days: RMAs that require repairs when replacement parts are not in stock or on backorder.

The customer will be updated on lead times based on availability of parts. If the customer requests Failure Analysis (see FA fee below), this may add 3-14 days to the above-specified lead time. This will vary based on the quantity of parts returned and complexity of the product design and/or failure. VSE’s goal is to process RMAs as efficiently and effectively as possible, and the customer may experience faster lead times based on capacity and bandwidth.

RMA Fees Breakdown
Evaluation Fee (non-warranty returns) $500 (1)
Result of NTF (No Trouble Found) If an NTF trend can be identified with a product (>50% NTF rate) where the root cause is determined to be design-related, testing misalignment, or customer mishandling, VSE may elect to either place a hold on RMA requests for the product until VSE and the customer can align on the diagnosis and corrective action and/or charge an escalated NTF fee of $1,500.
Non-Warranty Repairs Cost of replacement parts + $75/hour for labor
Expedite Fee $300 (1)
Failure Analysis (by request) $300 (1)
Upgrade Fee TBD by VSE Program Manager and Customer Buyer on case-by-case basis
(1) This fee applies to every 10 parts (same Part #) returned on an RMA.

Additional Terms

If the customer identifies a negative trend in RMA lead times and/or the quality of RMA processing and repair, they may request meetings with VSE to discuss root cause and corrective action, if applicable. VSE is committed to providing all customers with an exceptional customer experience and understands that communication is a pillar of supplier/customer relationships. In the rare event that a breakdown in the customer experience occurs, or an issue requires escalation, the appropriate leaders at both VSE and the customer can discuss an escalation path and resolution Customers with a formal service agreement will follow the specific terms of that agreement.

VSE reserves the right, at its sole discretion and without prior notice, to revise, amend, update, or otherwise modify the terms and conditions of this policy at any time. Such changes may be made to reflect organizational needs, legal or regulatory requirements, or other considerations deemed appropriate by VSE. It is the responsibility of all stakeholders to remain informed of the current version of this policy, as continued engagement with VSE implies acceptance of any modifications made.

This return policy, with an effective date of 08/01/2025, applies only to RMAs that are in process after 08/01/2025. For RMAs in process prior to 08/01/2025, the previous return policy will remain in effect. For the purposes of this policy “in process” begins when an RMA # is issued by VSE to the customer and ends when the RMA is shipped from VSE back to the customer.