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warranty policy

Limited Warranty

VTech Technologies Canada Ltd. Electronic Learning Product Warranty

In addition to the purchase terms set forth in the agreement between you and the applicable credit card company and/or your banking institution and the Limited Warranty that accompanies products you purchase on this web site ("Web site"), the following are the terms of sale ("Terms of Sale") under which VTech Technologies Canada Ltd. ("VTech") offers to sell products featured on this web site. By accepting delivery of products ordered from this web site, you agree to be bound by these Terms of Sale.

VTech Technologies Canada Ltd. ("VTech") warrants, to the original purchaser only, the material and workmanship of the electronic learning product for 90 days from the date of purchase. VTech warrants that the product is free from defect, pursuant to the following terms and conditions, when installed and used normally and in accordance with operation instructions. VTech will replace, without charge, any product which fails due to a defect in material or workmanship within that time period.

This warranty is limited and does not apply to loss or damage which is the result of accident, misuse, or negligence. This limited warranty extends only to the Consumer for Products purchased and used in Canada. All other warranties expressed, implied, or statutory, including warranties of fitness for a particular purpose, are limited to the time period listed and are otherwise excluded from this warranty. The foregoing shall be the sole and exclusive remedy of any person, whether in contract, tort or otherwise, and VTech shall not be liable for any incidental or consequential damage or commercial loss, nor for any other loss or damages. Some provinces do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the above may not apply to you. No person is authorized to extend the time.

In no event shall VTech be liable for any indirect, special, incidental, consequential, or similar damages (including, but not limited to lost profits or revenue, inability to use the product, or other associated equipment, the cost of substitute equipment, and claims by third parties) resulting from the use of this product. Some provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Other limitations

This warranty is the complete and exclusive agreement between you and VTech. It supersedes all other written or oral communications related to this product. VTech provides no other warranties for this product. The warranty exclusively describes all of VTech's responsibilities regarding the product.

There are no other expressed warranties. No one is authorized to make modifications to this warranty and you should not rely on any such modification. Rights: This warranty gives you specific legal rights, and you also have other rights, which vary from province to province. Limitations: Implied warranties, including those of fitness for a particular purpose and merchantability (an unwritten warranty that the product is fit for ordinary use) are limited to 90 days from date of purchase. Some provinces do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

How long is the limited warranty period?
Electronic Learning Products

The limited warranty period for the electronic learning product extends for THREE (3) MONTHS (90 days) from date of purchase. This limited warranty also applies to in-warranty replacement Products for a period of either (a) 30 days from the date the replacement Product is shipped or (b) the time remaining on the original 90 days limited warranty, whichever is greater.

Accessories (cartridges, adapters and controllers)

The limited warranty period for the accessory products extends for THREE (3) MONTHS (90 days) from date of purchase.

What is not covered by this limited warranty?

This limited warranty does not cover:

  1. Product that has been subjected to misuse, accident, shipping or other physical damage, improper installation, abnormal operation or handling, neglect, inundation, fire, water or other liquid intrusion; or
  2. Product that has been damaged due to repair, alteration or modification by anyone other than an authorized service representative of VTech; or
  3. Product to the extent that the problem experienced is caused by signal conditions, network reliability or cable or antenna systems; or
  4. Product to the extent that the problem is caused by use with non-VTech electrical accessories; or
  5. Product whose warranty/quality stickers, Product serial numbers plates or electronic serial numbers have been removed, altered or rendered illegible; or
  6. Product purchased, used, serviced, or shipped for repair from outside Canada, or used for commercial or institutional purposes (including but not limited to Products used for rental purposes); or
  7. Product returned without valid proof of purchase (see 2 below); or
  8. Charges for installation or set up, adjustment of customer controls, and installation or repair of systems outside the unit.
What will VTech do if the Product is not free from defects in materials and workmanship during the limited warranty period?

VTech will replace the product with a new product of the same or similar design. VTech will return the replacement products to you in working condition. VTech will retain defective parts, modules, or equipment. Replacement of Product, at VTech's option, is your exclusive remedy. You should expect the repair or replacement to take approximately 30 days.

If VTech finds a product to be misused or damaged we will return the product, pre paid, to you within 30 days.

In Warranty Replacement
How do I get warranty service?
  • To obtain warranty service in Canada, call 1-877-352-8697 to receive a RA no. (return authorization number) and instructions regarding where to return the Product. Before calling for service, please check the user's manual. A check of the Product controls and features may save you a service call.
  • Ensure that the RA no. is noted on the outside of the package and the package is wrapped securely.
  • Except as provided by applicable law, you assume the risk of loss or damage during transit and transportation and are responsible for delivery or handling charges incurred in the transport of Product(s) to the service location.
  • For your protection, we recommend that you use a traceable and insurable form of mail/courier. VTech will return replaced products under this limited warranty to you, transportation, delivery or handling charges prepaid. VTech assumes no risk for damage or loss of the Product in transit.
  • If the Product failure is not covered by this limited warranty, or proof of purchase does not meet the terms of this limited warranty, VTech will notify you and will request that you authorize the cost of replacement and return shipping costs for the product.

Important—VTech assumes no responsibility for units sent without prior Return Authorization Number (RA).

How do I receive a RA no.?

After the troubleshooting process, if your product is found to be defective, you may call VTech Canada Customer Service to obtain a Return Authorization Number (RA) at 1-877-352-8697 or you may email your request to toys@vtechcanada.com.

What must I return with the Product to get warranty service?

Return the following to obtain warranty service:

  1. Return the entire original package, contents and complete product (refer to the user's manual for a detailed list) in a box including user's manual. Do not send in other accessories you may have purchased or obtained separately (e.g. controllers, cartridges, etc.).
  2. Include a photocopy of your "valid proof of purchase" (sales receipt) identifying the product purchased and the date of the purchase (keep a copy for your records).
  3. Provide your name, complete and correct mailing address and a telephone number where you can be reached. Include a letter with a description of the malfunction or difficulty.
  4. The RA no. should be clearly noted on the outside of the package and in the letter detailing the problem.
Where do I return my VTech product for Warranty?

For Canadian returns, please send the package to the following address:

VTECH TECHNOLOGIES CANADA LTD.
12111 Jacobson Way
RICHMOND, BC
V6W 1L5
ATTN: Customer Service RA no. ######

Please securely package your product using appropriate packing material to ensure a safe return. For your protection, we recommend that you use a traceable and insurable form of mail/courier for shipment.

Once your product is received at our Returns Center, with all the necessary information, a replacement model of the same or similar design will be delivered to you within 30 calendar days.

The replacement electronic learning product will carry a 90-day warranty from the replacement date or the time remaining on the original 90 day limited warranty; whichever is longer.

IMPORTANT NOTE: Your product will be returned to you if a copy of your sales receipt is not included with the product.
What is my Proof of Purchase?
Proof of Purchase

When purchasing through VTech, your packing slip sent with your shipment serves as a receipt. If you purchased your VTech product(s) through an authorized VTech dealer, their receipt serves as your proof of purchase.

Can I return my VTech product to the retail store for in warranty exchange?
Retail Location in Warranty Replacement Process

Most of our big box retail stores offer a 30 day over the counter warranty. Products purchased through a retail location can be returned for exchange within the retailer's return/exchange period. You must refer to your original receipt for exchange/warranty information before returning the product and you must provide the original receipt at the time of exchange.

You may return a VTech product for an in warranty exchange if you answer "YES" to the following 3 questions.

  1. Do you have the original receipt?
  2. Did you purchase the product within 30 days at a retail location? (The product can not be exchanged at a different retail location or if you purchased the product on-line, points/rewards program, a payment plan or if you received the product by mail).
  3. Does the retail location have the same model available (currently in stock)?

IMPORTANT: VTech's 90 day warranty is from the original date of purchase. You do not receive another 90 day warranty from the in warranty replacement date either from the retail store or from the VTech Returns Center. There are a few exceptions (listed below) to this over the counter product replacement rule. You will need to send their defective product to our VTech Canada Returns Centre (using the RMA process) to be replaced under warranty if:

  • You do not have the original receipt but you are still within the 90 day warranty.
  • The product was purchased at your local retail toy store and the product needs replacement after the initial 30 days of purchase but within the 90 day manufacture's warranty period.

  • IMPORTANT NOTE: VTech is responsible to replace products under the 90 day warranty if we find the product to be defective. If we find that the product was purchased by the dealer more than 6 months ago, we will return the product to you (shipping pre-paid).

  • The product was purchased on-line, points/rewards program, or if you received the product by mail (promotion).
  • The product is a discontinued model and the retail location does not have stock.

If you have answered to yes to any of the previous five questions, you must return the product to our VTech Returns Centre using the RMA PROCESS.

Out-of-warranty Products
My VTech product is out of warranty, what do I do?

If your VTech product is outside of the manufacturer's warranty and you do not have an extended warranty/protection plan or are outside of the extended warranty/protection plan period, please call 1-877-352-8697 for more information on the Loyalty Price Discount Program.

You may also visit the web store for promotions and dealer information.

Refunds/Credits
I purchased a VTech product and I would like a refund, what do I do?
For products purchased directly from the Canadian web store.

Web store orders are subject to ALL SALES FINAL.
IMPORTANT: Refunds are not available for web store purchases after the order has been shipped. Please refer to Terms of Sales for more information.

For products purchased directly from VTech Call Center

Your satisfaction with our product is guaranteed. If for any reason you are not satisfied with your purchase, just return it within 30 days of receipt of shipment. Any item returned must be in its original condition and in its original packaging with the proof of purchase. A refund will be applied to your original purchase credit card for the price of the item(s) returned that meets these conditions. (Shipping charges are Non-Refundable; Restocking fee may also apply)

Credits are only applicable within the first 30 days on purchases made through the VTech Consumer Sales and Service Center.

Once the product(s) are received at our VTech Canada Returns Center, the credit reimbursement will be applied within 5 business days.

Instructions on returning product(s):

Before returning your item(s), you must call VTech Customer Service to obtain a Return Authorization Number (RA).

In Canada: 1-877-352-8697

Please ensure to note the RA on the outside of the package with your return and wrap the package securely. For your protection, we recommend that you use a traceable and insurable form of mail/courier for shipment.

For Canadian returns, please send the package to the following address:

VTECH TECHNOLOGIES CANADA LTD.
12111 Jacobson Way
RICHMOND, BC
V6W 1L5
ATTN: Customer Service RA no. ######
I purchased a VTech product from an Authorized Retail Store and I would like a refund, what do I do?

Products purchased through a retail location can be returned for a credit within the retailer's refund period. Check with the retail location or on your receipt (proof of purchase) for more details.

Missing, Lost or Damaged Parts
I have received a VTech product and I am missing a part, what do I do?
Missing VTech parts

If you have purchased a VTech product from an authorized retail location or if you have just received the product in the mail and you are missing a battery cover, manual, etc, you do not need to return the VTech product. VTech can take your order by telephone or by mail.

You may process an order for a missing part by contacting VTech customer support at 1-877-352-8697. The service agent will ask for your name and postal code to start a profile. Please note that you will need your original sales receipt for reference when you call.

If you do not wish to call the customer support number but you still require the missing part, you may mail a letter requesting the part to VTech at

ATTN: PARTS DEPTARTMENT
VTECH TECHNOLOGIES CANADA LTD.
12111 Jacobson Way
RICHMOND, BC
V6W 1L5
What should I include with the letter?
  1. Your full name, mailing address and telephone number.
  2. The Product Name and UPC Bar Code of the VTech product.
  3. The description of the missing part.
  4. A photocopy of the original receipt (proof of purchase).

VTech will ship the missing part via Canada Post ground service.
Total shipping time from receipt of a completed order is 30 calendar days.

I have lost or damaged a VTech part, what do I do?

Lost or damaged VTech parts. You will not be charged for the lost or damaged part, however a shipping and handling charge of $12.00 will apply to send the parcel.

You may process an order for the lost or damaged part by contacting VTech customer support at 1-877-352-8697. The service agent will ask for your name and postal code to start a profile. Please note that you will need your original sales receipt for reference when you call.

We no longer accept personal cheques for missing parts. You must call 1-877-352-8697 to place an order by telephone.

All part orders will be shipped by Canada Post (ground service), delivery within 30 days.