We mainly sell to government bodies, local authorities, police services, public organisations and businesses. Return, cancellation and refund conditions therefore depend on the type of Customer, how the order was placed, the product or service, and the accepted quote or purchase order. Please contact us before sending back any equipment.
1. Government bodies, local authorities and public organisations
Public buyers do not benefit from the 14-day right of withdrawal reserved for consumers. Cancellations or returns follow the conditions of the quote, purchase order and terms of sale. Where an invoice has been issued, settlement may be made by credit note, sent via Chorus Pro if applicable.
2. Businesses and professionals
Business purchases carry no right of withdrawal. A return or cancellation may be accepted after prior written agreement, depending on the product’s condition, configuration and the quote; restocking fees may apply.
3. Consumer right of withdrawal
Consumers have 14 days from receipt to withdraw without giving a reason. They inform us by a clear statement (e-mail to contact@virtuavia.com or letter), for example using the form in the terms of sale.
4. Return conditions
The product is returned complete, with its accessories and documents, in its original packaging if possible, by tracked and insured transport, to: VIRTUAVIA SARL — Returns, 2 rue Marcel Benoit, 38000 Grenoble, France. Return costs are borne by the consumer unless we made an error or the product is defective. Any loss in value due to handling beyond what is needed to check the product may be deducted from the refund.
5. Damaged, defective or non-conforming product
Check the equipment on receipt and report any damage, defect or error promptly, with your order number and photos. After review, we repair, replace or refund the product and cover return costs.
6. Transport damage
If a parcel is damaged, make specific reservations with the carrier on delivery where possible, photograph the parcel and let us know quickly so that we can open a claim.
7. Exceptions
Withdrawal does not apply in cases provided for by law, in particular to goods made or configured to the Customer’s specifications. These exceptions do not remove warranties for defective products.
8. Calibration, verification and other services
Services follow the conditions of the quote. If a consumer asks for the service to start during the withdrawal period, specific legal rules apply.
9. Exchanges
We do not offer automatic exchanges. To change product or configuration, contact us: this may lead to a new quote, a credit note or a new order.
10. Refunds
After withdrawal, the refund is made no later than 14 days after we have been informed, using the same payment method (card: refund through our provider Stripe). It may be withheld until the product is received or proof of return is provided. A refund by bank transfer requires your bank details. For an administrative mandate, the solution depends on the invoicing status: cancellation, credit note or settlement agreement.
11. Legal guarantees
This policy does not limit the legal guarantees of conformity and against hidden defects, nor the contractual rights of businesses.
Contact
VIRTUAVIA SARL, 2 rue Marcel Benoit, 38000 Grenoble, France — Tel. +33 4 58 00 15 74 — contact@virtuavia.com.