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Everyone loves returns, right?
Nobody likes returning products in the first place, so why do most companies try to make the process even more painful for their customers than it needs to be?
At Virota we try to make returns as easy as possible. See below for the process for specific types of returns.
Orders Shipped in Error. If you ordered one item and we shipped another, first off, we apologize. If you would simply click here to submit a request for return and let us know whether you have time for us to reship the item or if you would prefer to just return it for a refund. Whichever is more convenient for you is fine with us, we will email you a prepaid return label.
Core Returns. A number of automotive parts are sold with core deposits. This helps ensure that the used part gets back into the system and can be rebuilt and reused, saving on natural resources and reducing product in the landfill. If your invoice/packing slip shows a core amount, we will refund you that amount when you return the core to us. Even better, we'll pay the shipping back to us, it's that important! Click here to submit a request for return of a "Core Return" and let us know you have a core to return. We'll get the information and the label right to you. Thanks for helping our environment!
New Returns. It happens. You get into a job and decide you don't need a part or you don't feel like doing the repair yourself after all. It is no problem returning your item within 12 months of date of purchase. All we ask is that the part is still in new and resaleable condition. We'd hate to send the part back out to somebody else and have them find it isn't in good condition. In order to help take the sting out of the return, we will cover half the cost of the return label. We get considerable discounts on shipping due to our volume, and we pass that on to you for returns. How does it work? Click here to submit a request for return authorization for a "New Return", we will send you a return label via email. Once we get the product back, we will refund your order, less 1/2 the price of the return label. Oh, and we'll let you know how much that is up front, so there are no surprises.
Warranty Returns. What constitutes a warranty? We honor all manufacturers warranties on the products we sell, which vary by company. As a rule, warranties cover defects in workmanship or materials of the products, not normal wear. Also, abuse or uses that the product wasn't designed for aren't covered either.
If you have a warranty return (auto parts only, for info on Tool warranties, see below), click here to submit a request for return authorization for a "Warranty Return", and let us know whether you are looking for a replacement part or are just looking for a refund. If an item is defective within the first 30 days after purchase, we will send you a prepaid return label for the item. Upon return, if is found not to be a valid warranty item, we will give you the choice of having the part returned to you or you can have us dispose of it.
One of our guiding principles is to not only do right by our customers, but also be a good customer for the brands that we represent. We enjoy, and pass along, very liberal return privileges, but we get those privileges because we don't abuse our vendors. Below are some of the things that may result in voiding of a warranty on a part:
- Certain products have very specific and necessary repair procedures that are required for the part to perform properly. A couple of examples (not the only examples) of this are air-conditioning compressors and vehicle computers. If industry standard repair procedures aren't followed, the replacement part can be ruined almost instantly and can also take out other components. Failure to follow and document these procedures will void a warranty. If you have a question on your particular part, please ask before purchase. We are here to help and can save you a lot of dollars and headaches.
- Also, if the failure of a part is due to the failure or damage to another component, warranty can be voided. A couple of examples that are common: A belt that shreds because there is damage to or misalignment of a pulley. A set of brake pads that are worn more on the leading edge of the pad vs. the trailing edge because the caliper slide is frozen. If you run into an issue like this, please reach out to us.
Ultimately we want to get you back on the road economically and safely, so let us know what you are running into and we will see what we can do to help.
Tool Returns. If you have a new return of a tool, the same procedures in the "New Returns" section above apply. Tool warranties are a bit different than a part warranty, and each company handles the warranty of their product differently. As a rule, tools that are defective are eligible for either repair or replacement, depending on the company and the tool. If you have a tool warranty, click here and select "Tool Warranty" and let us know the issue, we will get right back with you with warranty instructions for that particular item. Tools that have been used are not eligible for return for credit, whether returned as new or warranty.
Labor Reimbursement. Virota does not reimburse labor or any other incidental costs associated with a warranty part. Our obligation is limited to the original cost of the part purchased.