Refund policy

Returns and refunds

This policy explains how returns work at VIRTUS ELECTRONICS. It covers change-of-mind returns and items that are faulty, damaged or incorrect. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged in transit or not what you ordered, email office@virtuselectronics.com.au with your order number, a description of the problem and photos if possible.
We will tell you how to send the item back. Our technician inspects every returned item.
If the item has a major failure, you can choose a refund or a replacement. If the failure is not major, we will repair or replace the item within a reasonable time. We may also refer a warranty claim to the manufacturer, but this does not replace your ACL rights.
If an item is faulty, damaged in transit or incorrect, we will cover the reasonable cost of returning it to us.
ACL remedies do not apply to damage caused by misuse, incorrect installation, accidents or normal wear and tear.

Change-of-mind returns (14 days)

You can ask to return an item for a change of mind within 14 days of receiving it.
The item must be unused and undamaged, with all accessories, manuals and the original packaging, and you need proof of purchase.
Email office@virtuselectronics.com.au before you send anything. We will reply with return instructions. We cannot accept items sent back without an approved return request.
These items cannot be returned for a change of mind: special-order or custom items, sale items and gift cards. Your ACL rights still apply to them.

Inspection and refunds

Our technician checks every returned item. We then either process your refund (or repair or replacement), or return the item to you if it does not meet the conditions above.
We will email you once the inspection is done. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show the refund.
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us.

Return address (mail only)

Returns must be posted or couriered to:
VIRTUS ELECTRONICS, Level 6, 275 Alfred Street N, North Sydney NSW 2060, Australia

This is our registered business address for mail and returns only. It is not a showroom or pickup point and we do not accept walk-ins or drop-offs.

Exchanges

The quickest way to swap an item is to return it and, once we accept the return, place a new order for the item you want.

Orders delivered to the European Union

If your order is delivered to the European Union, you can cancel or return it within 14 days for any reason, provided the item is unused and in its original packaging, with proof of purchase.