Returns
If you are not happy with something you bought, we'll take it back as long as it is within 14 days of when you received it. If you opened it, broke the seals or damaged the packaging, we'll still take it back, but we'll charge a 15% re-stocking fee. If it's brand new and unopened, with seals in-tact, we'll give you a full refund. The only times we don't accept a return is if it is used or damaged by you or if the product is returned incomplete. If the fault is on us (mixed up, faulty on arrival), we'll of course pay for return shipping.
Return Policy for Non-Defective Merchandise
Merchandise can be returned for a refund for a period of 30 days from receipt of your package.
If a return authorisation is received within the statutory 14 day cooling off period and the item is in pristine condition, unopened with seals intact, the refund is not subject to a restocking fee. However, the cost of shipping the merchandise being returned is the responsibility of the customer.
If a return authorisation is received after the statutory 14 business day cooling off period, the refund is subject to a 15% restocking fee.
Please Note: You may not use goods that you have received before deciding to withdraw from the purchase. The right to withdraw does not allow you 14 days free use.
Whenever sending something back, we strongly recommend a tracked and signed for delivery service with insurance.
To begin the return process, please contact our customer service department to obtain a Return Merchandise Authorisation Number (RMA). You can do so by emailing info@viltrox.co.uk and putting RMA in the email title. Please provide a full and detailed reason for the return within the body of the email including your name and address, the date you purchased the item and the site you purchased from i.e. website or eBay. Keep in mind that the return policy for our merchandise is 30 days from the confirmed recipient of shipment from the carrier. An RMA number will not be issued to any order older than 30 days from the confirmed recipient of shipment.
Orders will not be accepted as a return, nor will they be refunded without obtaining an RMA number initially. If the order is returned to us without obtaining an RMA number, the item will be shipped back to the customer, at the customers own expense. You must ensure that the item is returned to Viltrox UK at the address provided with your RMA number to receive a refund. The RMA number is to be clearly marked on the outside of the return packaging. Please do not write the RMA number on the manufacturer's product box. If you do write the RMA number on the manufacturer's box, the refund will be void and the item will be shipped back to the customer, at the customers own expense. Viltrox UK does not pay for the return shipping of any returned items. Please follow these instructions to return your purchase by mail:
- Contact us at info@viltrox.co.uk to receive your RMA number.
- Send the item back exactly as you received it, so in the manufacturers box securely and safely packaged. Do not just place the box in a mail bag. It must be properly protected with bubble wrap or similar and preferable placed in a cardboard box. If the item is not sent back packaged appropriately, Viltrox UK will ship the item back at the customers cost.
- Write your RMA number clearly on the outside of the box.
- Include a note inside the package with your name, address, order number and the reason for return.
- Ship back to the address sent to you in your RMA confirmation email.
A refund will only be issued if all of the above are followed.
All returns must be free from any type of damage and in brand new condition. Items and packing must not be marred, mishandled, or tampered with by an unauthorised repair person.
Return Policy for Defective Merchandise
Merchandise can be returned for a refund for a period of 30 days from receipt of your package. After 30 days from confirmed delivery of the item (Day 31), all returns will need to be directed to the manufacturer and invoked under their standard manufacturer’s warranty of 1 year. Viltrox UK will NOT deviate from this.
Please keep all packaging materials for at least 365 days should a product not be fit for use and needs to be submitted for warranty repairs.
We are not responsible for personal data or items left in returned merchandise.
Whenever sending something back, we strongly recommend insurance and signature required.
Customers must always give Viltrox UK the option to repair or replace a product with manufacturer’s defects.
If you return the defective product to Viltrox UK and a full credit is preferred, a refund can be processed in full at original invoice price after receipt and inspection of defect at our laboratory. Any returned products must be in its original manufacturer supplied box with all original supplied accessories and returned products must not display signs of customer-imposed damage. When returned, the product will be immediately photographed for company evidence. If any of the terms above are not met than the product is non-returnable for a full refund.
To begin the defective return process, please contact our customer service department by to obtain a Return Merchandise Authorization Number (RMA). You can do so by emailing info@viltrox.co.uk and putting 'RMA Defective' in the email title. You must be able to explain in detail with supporting photographs exactly what is defective so that our inspection manager is able to reproduce that exact error when we receive the item back. Please also provide your name and address and the date you purchased the item and the site you purchased from i.e. website, eBay etc. Keep in mind that the return policy for our merchandise is 30 days from the confirmed recipient of shipment from the carrier. An RMA number will not be issued to any order older than 30 days from the confirmed recipient of shipment and the client will be advised to contact the manufacturer directly.
Orders will not be accepted as a return, nor will they be refunded without obtaining an RMA number. If the order is returned to us without obtaining an RMA number, the item will be shipped back to the customer at the customer’s own expense. You must ensure that the item is returned to Viltrox UK at the address provided with your RMA number to receive a refund. The RMA number is to be marked on the outside of the package. Please do not write the RMA number on the manufacturer's product box. If you do write the RMA number on the manufacturer's box, the refund will be void and the item will be shipped back to the customer, at the customers own expense.
Please follow these instructions to return your purchase by mail:
- Contact us at info@viltrox.co.uk to receive your RMA number.
- Send the item back exactly as you received it, so in the manufacturers box securely and safely packaged. Do not just place the box in a mail bag. It must be properly protected with bubble wrap or similar and preferable placed in a cardboard box. If the item is not sent back packaged appropriately, Viltrox UK will ship the item back at the customers cost.
- Write your RMA number clearly on the outside of the box.
- Include a note inside the package with your name, address, order number and the reason for return.
- Ship back to the address sent to you in your RMA confirmation email.
A refund will only be issued if all the above are followed.
If the merchandise was claimed to be defective and is proven not to be defective by our inspection manager or through the manufacture themselves, the item will either be treated as a standard return and refunded accordingly, or the product will be shipped back to the customer at the customer’s expense. Additionally, if the claimed defective product turns out to not be defective all associated shipping costs are not refundable either.
Non-Returnable Items
Products that are allowed to be returned are only acceptable as long as they are in the original manufacturer supplied box with all original supplied accessories and returned products must not display signs of customer-imposed damage. If any of the terms above are not met than the product is non-returnable even if returning for warranty replacement and/or refund. On receipt, the product will be immediately photographed for company evidence and rejected as a return. The item will then be shipped back to the customer, at the customers own expense. If standard manufacturer accessories are missing from the returned manufacturer box, the item will then be shipped back to the customer, at the customers own expense.