Product Returns Policy

All product returns must meet Virtuas return policies in order for Virtuas to issue a return order. If Virtuas has return rights with its manufacturers/suppliers, Virtuas only accepts the return of products that fall within one of these categories within THIRTY (30) DAYS from the date of product delivery:

  • Factory Sealed (in fully resellable condition – i.e. no stickers, markings, etc.)
  • Defective or Dead on Arrival (DOA)
  • Open – Non Defective


IF VIRTUAS DOES NOT HAVE RETURN RIGHTS TO THE MANUFACTURER, THE PRODUCT IS NON-RETURNABLE.

Products returned for any reason other than Dead on Arrival (DOA), Defective, or Open – Non Defective, must be in resalable condition (no stickers, etc.), complete and unused, and the outer seal must not have been opened or re-taped. Product boxes that do not meet the condition specified on the return order are often not eligible for return and will be returned back to the customer.

All eligible returns will receive a credit that will be issued at current pricing or original purchase price, whichever is lower. Virtuas will also add any fees assessed by the manufacturer.

For your Returns Order to be issued and honored, your accounts with Virtuas must be current.

Products Returned Without a Valid Returns Order: Products not authorized for return shall be defined as an “unauthorized return”. Unauthorized returns may be returned to you at your expense or Virtuas may, in its sole discretion, issue a credit for the current price or the cost of goods less a 30 percent handling fee. Virtuas will not be liable for any loss or damage to unauthorized returns.

Custom Orders / Products Returns Not Allowed: All orders that require configuration or assembly of product to meet customer specifications or any product identified by Virtuas are non-cancelable and may not be returned to Virtuas. The customer is responsible for the full payment of the order once a purchase order has been sent to Virtuas.

Additional Products Not Eligible for Returns:

  • End-of-Life Products
  • Original Equipment Manufacturer (OEM) Products

Returns Shipping Guidelines

For Virtuas to process your return in a timely manner, please review the information and follow the procedures outlined below:

  • Use the original manufacturers’ boxes and packaging.
  • Package all returns to prevent damage in transit.
  • All returns must have a return order number printed on the return shipping label.
  • Do not write addresses or return order numbers on the outside of the manufacturers’ boxes. Products must be in resalable condition to receive credit.
  • All returns must be unused and include all components, accessories, cables, software, and manuals in the original shipment.
  • All returns must be received by Virtuas within 10 days from the date the return order number is issued.
  • Virtuas does not provide call tags or shipping labels for returns unless it is a Virtuas error.

Dead on Arrival (DOA) / Defective Returns

Provided Virtuas has return rights with its manufacturers/suppliers, Virtuas will accept the return of products as long as the RA is issued within THIRTY (30) DAYS from the date of delivery. Products that are inoperable at first use are eligible for a DOA return depending upon the manufacturer’s returns policy. Certain manufacturers may require that all DOA and defective products be returned directly to them, or they may limit the return time frame after purchase.

Manufacturer returns policies are subject to change without notice.

In accordance with manufacturer policies, all original packaging, components, accessories, software, and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense.

Technical Support. When necessary, our Technical Support department will assist you in reviewing the manufacturer’s installation procedure to rule out incompatibility. Often, by offering expert technical information, they can help you avoid the time and expense of returning a product. This service may be available to you with a small fee.

Sealed Product Returns

Provided Virtuas has return rights with its manufacturers/suppliers, Virtuas will accept sealed product returns as long as they are returned within THIRTY (30) DAYS from the date of delivery.

All products must have been purchased from Virtuas and your account with Virtuas must be current.

To qualify for sealed product returns, products must be in resalable condition in new, clean (without stickers, markings, or other attachments), unopened, undamaged original manufacturer packaging. All products must be returned with all original components, accessories, software, manuals, and registration cards.

Non-Compliant Factory Sealed Returns. All factory sealed returns that are not received in resalable condition may be subject to a 30% restocking fee and returned to you at your expense. Credit will be issued at current pricing.

Discontinued / Obsolete Products. Manufacturers reserve the right to limit factory sealed returns on discontinued items.

Freight Damage and Shortage Guidelines

Freight Damage / Shortage Guidelines

In order for Virtuas to process your freight damage or shortage claim quickly and efficiently:

  • At the time of delivery:
    • Please inspect the condition of the package(s).
    • Verify quantity and check that the part numbers are correct.
  • Damages and quantity discrepancies must be notated on the delivery receipt.
  • Signing for delivery clearly indicates that there are no discrepancies with your shipment.
  • To report damages or quantity discrepancies:
    • Please contact our Customer Care team immediately at [email protected].
    • Damages require pictures of all six sides of the box or carton upon submitting your claim.
  • Please ensure you have marked the POD “short” or “damaged”. If the shrink wrap is not intact, please also notate that on the POD. Shipments received short or damaged must be notated on the POD at time of signing.
  • All damages and shortages must be reported within 10 calendar days, including the date of delivery.
  • Provide Virtuas with the condition of the product, pictures of both the box and the product if damaged, tracking number, and contact name and phone number where the package is located.
  • The carrier should inspect and/or pick up the damaged package and return the product to Virtuas within 7–10 business days.
  • In the event that the inspection does not take place or the product is not picked up within 10 business days, please contact [email protected].
  • Please be advised that meeting all criteria does not guarantee claim approval.