Returns

General Returns (Non-Defective Merchandise)

We want you to be satisfied with your purchase. If you're not happy with your item, you may return it within 14 days of receiving it, subject to the following conditions:

• Unopened Items: If the item is brand new, unopened, and factory seals are intact, you’ll receive a full refund.
• Opened Items: If the item has been opened, seals broken, or used, we will still accept the return, but a 15% restocking fee will apply. This is to cover handling, inspection and any reduction in resale value.
• Incomplete or Damaged Returns: We cannot accept returns for items that are incomplete, damaged by the customer, or show signs of use or misuse.
• Important: We do not sell goods on a trial basis. Please ensure the product meets your requirements before purchasing.

Return Process for Non-Defective Items

1. Request an RMA: Email us at info@viltrox.co.uk with "RMA" in the subject line. Include:
• Your full name and address
• Order number and purchase date
• Detailed reason for return
2. Packaging Requirements:
• Return the item in its original manufacturer’s box, securely packaged with bubble wrap or similar protection.
• Place the box inside a sturdy cardboard box—do not use a mail bag.
• Clearly write the RMA number on the outer shipping box, not on the product packaging.
3. Shipping:
• Use a tracked and insured delivery service.
• Return shipping costs are the responsibility of the customer.

Returns without an RMA number will not be accepted or refunded. Items returned improperly packaged or with RMA written on the product box will be sent back at the customer’s expense.

Returns for Defective Merchandise

If your item is defective:

• You may return it for a full refund within 30 days of receiving it.
• After 30 days, defective items are covered under our 1-year manufacturer’s warranty.

Please ensure you have the latest firmware installed before reporting a fault. Most issues are resolved this way.

Defective Return Process

1. Request an RMA: Email info@viltrox.co.uk with "RMA Defective" in the subject line. Include:
• Your full name and address
• Order number and purchase date
• Detailed explanation of the defect, with photos or videos to help us reproduce the issue
2. Packaging Requirements:
• Return the item in its original box, securely packaged.
• Use bubble wrap and a cardboard box for protection.
• Clearly write the RMA number on the outer shipping box, not on the product packaging.
3. Shipping:
• Use a tracked and insured service.
• We will refund shipping costs up to the value of the recommended service.

If the item is found not to be defective, it will be treated as a standard return (subject to restocking fees), or returned to you at your expense. Shipping costs in such cases are non-refundable.

Inspection & Refund Timeline

Once your returned item is received, it is passed to our Inspection Manager for a full test and review. This process takes up to 48 hours. Refunds or replacements will only be issued after the inspection is complete and the item is confirmed to meet the return criteria.

Additional Notes

• All returned items must be in brand new condition, free from damage, tampering, or signs of unauthorised repair.
• Keep all packaging materials for at least 365 days in case warranty service is needed.
• Refunds are only issued if all return instructions are followed.