Returns and Damages
RETURNS
Below is Virtu USA standard return policy. The policy may differ depending on the Authorized Retailer the order was purchased from. Please contact Virtu USA or the Authorized Retailer you purchased from for confirmation.
All returned items must be shipped in an undamaged “like new” condition. Order must be shipped in the original Virtu USA packaging and crating materials for the return to be accepted. A return merchandise authorization (RMA) must be requested and approved prior to shipping any products back to Luxury Living Direct. All returns will be inspected upon arrival and once return is approved, applicable credit will be provided.
Please note the following types of items may not be returned under any circumstance:
- Items that have been partially or completely installed and/or assembled
- Modified or altered items
- Items not in original Virtu USA packaging and crating materials
Any orders that are refused for any other reason than damages to the merchandise, manufacturer defect or shipping error, shall be treated as a return and subject to terms and conditions of returns
DAMAGES
All damaged items must be reported within 5 business days of delivery. Virtu USA products are packaged to withstand damage during shipping. We work hard to make sure your order reaches you in quality condition.
For evident damages, please refuse delivery immediately. Most minor damages can be replaced by parts sent from Virtu USA and does not require a full return of the vanity set. If there is minor damage, please notate on the Proof of Delivery that the driver will have you sign. If you are unable inspect the shipments right away, please notate “Subject to inspection, possible concealed damage.”
If a replacement part is needed, pictures of the damaged product will need to be submitted. For assistance on a request, please contact the Retailer the order was purchased through or Virtu USA Customer Service at 562-786-6936 for assistance on a request.
BUYER’S REMORSE
All RMA must be approved by Virtu USA prior to any returns.
Returns of non-damaged items must be made within 30 days of delivery of merchandise. All returns must be returned in “new” condition and in undamaged Virtu USA packaging and crating materials.
If order was returned on Luxury Living Direct’s carrier and is approved upon return. Retailer will receive credit for full amount minus 15% restocking fee, Original Shipping fee and Return Shipping Fee.
If order is being returned on Retailer’s carrier and RMA is approved, tracking information for return must be provided to Luxury Living Direct. The tracking number must activate within 30 days of delivery. Once return is inspected and approved, credit will be released to the retailer. Please note if return is delivered past the 30 days, the order will be subject to partial credit or whatever Virtu USA deems.
Ordered the Wrong Size/Style:
Virtu USA will not be held responsible for measuring errors or if the color finish is not to your liking. We urge customers to request a sample prior to placing an order.
Please always double check your measurements. If you receive your products and they are the wrong size, please contact the retailer who you purchased through. Please note if the products received are incorrect due to a Customer or Retailer Error; the person(s) will be responsible for the return of the wrong product and the delivery charges for the replacement if requested.
DEFECTIVE
All Virtu USA products are handcrafted by experienced professionals who take ample time and care making each product unique and one of a kind. We strive to provide exceptional quality products as well as customer service.
If the product is notated as defective, a return request must be provided within 30 days of the delivery date. Photos and videos showcasing the defect are required for a return or replacement of order. Please also provide the product item SKU # and Batch # found on the packaging of each Virtu USA item or the Quality Control Sticker found on countertops and cabinets. Once provided, Luxury Living Directs will investigate into the issue and provide resolutions and/or approval of return.
Please note replacements of defective products are available. Please contact Virtu USA Customer Service at [562-786-6936] (tel:+15627866936) for assistance on a procedure.
CANCELLATIONS
Orders can only be cancelled prior to shipment. Approved order cancellations will receive an email confirmation of status. If the order is not in Luxury Living Direct’s warehouse and is en route, the shipment cannot be cancelled.
If an order is refused due to a cancellation that was not provided in time, this will be considered a Buyer’s Remorse Return. The customer will be held responsible for fees incurred for the order.
CARRIER FEES
If the trucking company has made multiple attempts to contact you to establish a delivery date and time but customer/retailer does not provide a response or agreed upon date, storage fees may incur by the trucking company.
If incorrect information was provided to Virtu USA when order was placed or a re-consignment (change of address) is requested when the item is already in transit, customer/retailer will be responsible for fees incurred. Virtu USA reserves the right to charge these storage fees to the responsible parties.