Our Online Store Is Now Available For Ordering.
Welcome to Virtus Equipment
Our Online Store Is Now Available For Ordering.
Welcome to Virtus Equipment
Effective: February 4, 2020
This policy applies only to orders placed through the Virtus Equipment Direct online webstore. It does not apply to orders placed any other way, including by phone, email, purchase order, or through a Virtus Equipment quotation or sales representative. Those orders are governed by the Virtus Equipment Terms & Conditions and any order-specific terms agreed in writing.
This policy applies only to parts and accessories purchased through the webstore, including granulator and shredder knives, screens, wear parts and spare parts. It does not apply to machines, including granulators, shredders and other equipment, even if a machine is purchased through the webstore. Machine orders, including returns, inspection and acceptance, warranty claims and cancellations, are governed by the Virtus Equipment Terms & Conditions and any order-specific terms agreed in writing.
Virtus Equipment Direct is the online store of Virtus Equipment and sells only to businesses for commercial, industrial or professional use. By placing an order, you confirm that you are buying on behalf of a business and are authorized to bind that business to the applicable terms. Purchases for personal, family or household use are not permitted.
For webstore orders, this policy supplements the Virtus Equipment Terms & Conditions. It covers returns of parts and accessories, shipment problems, return authorization, refunds and order cancellations. Warranty claims are governed by the Terms & Conditions and any order-specific terms (such as a quotation or order confirmation) agreed in writing by Virtus Equipment. If this policy conflicts with those terms, the Terms & Conditions and the agreed order-specific terms control, except that the shipment-problem reporting rules in this policy apply to webstore parts and accessory orders in place of Condition 18, and the cancellation rules in this policy apply to those orders in place of Condition 2.
Except as expressly provided in this policy, the Terms & Conditions, an applicable written warranty or applicable law, all sales are final. We do not accept returns or exchanges, or issue refunds, because of a change of mind, an ordering error, an incorrect quantity or a product that is no longer needed. This applies to all parts and accessories sold through the webstore, including granulator and shredder knives, screens, wear parts and spare parts.
Many of our products are made, cut, ordered or configured for specific machines, and wear parts cannot be resold once handled or installed.
Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded or limited.
You are responsible for confirming that a product is right for your machine and application before you order. Please check:
Not sure? Contact us before ordering with your machine identification and any drawings, photos or part markings, and our team will help review compatibility. Our review depends on the accuracy and completeness of the information you provide.
A product shipped as ordered is not an incorrect shipment just because it does not fit your machine. If you believe we gave you an incorrect compatibility recommendation, contact us so we can review the information provided and the recommendation made.
Prompt reporting lets us investigate and preserve any carrier claim. Reporting after 48 hours does not, by itself, exclude a concealed-damage claim, a warranty claim or a remedy required by law, but it may limit our ability to verify the cause or recover from the carrier. The 48-hour reporting period applies only to shipment problems with parts and accessories purchased through the webstore. For those orders, it replaces the written notice requirement for delivery and acceptance in Condition 18 of the Terms & Conditions, and a report by email or phone is sufficient. It does not apply to machines or to orders placed outside the webstore, which remain subject to Condition 18 and any order-specific terms, and it does not replace the notice requirements or claim periods for warranty claims under the Terms & Conditions.
We may ask for additional photos, measurements, troubleshooting information or an inspection to determine the cause of a problem.
When we verify a shipping error, or transit damage for which we are responsible, we will ship the correct or missing item, repair the item, provide a replacement or, at our discretion, issue a refund.
This policy does not replace or reduce any applicable written warranty from Virtus Equipment or from the product’s manufacturer. Products that are defective, including products found to be defective on arrival, are handled as warranty claims. Warranty coverage, remedies, time periods and related conditions are governed by the applicable warranty and the Terms & Conditions, not by this return policy.
If you suspect a defect during installation, startup or operation, stop using the product and contact us before attempting repairs or modifications. Installation or use does not, by itself, disqualify a warranty claim.
Normal wear, improper installation, misuse, unauthorized modification, operation outside specified limits, and processing of contaminated or unsuitable material are not, by themselves, manufacturing defects.
Do not return any product without a written Return Material Authorization (RMA) from Virtus Equipment. Contacting us about a problem does not, by itself, authorize a return. If a return is needed, we will provide an RMA number, the return destination (which may differ from our office address), and packaging and shipping instructions.
For a verified shipping error, or transit damage for which we are responsible, we will arrange or pay reasonable, preapproved return freight and the shipment of the correct item. Freight for warranty repairs and replacements is handled as stated in the applicable warranty and the Terms & Conditions. For any other authorized return, freight is your responsibility unless we agree otherwise in writing. Do not book freight, expedited shipping or third-party services at our expense without our written approval.
Returns from Canada, Mexico or any other country outside the United States require written authorization and shipping instructions before dispatch. Our instructions will identify the return destination, the reason for the shipment (warranty evaluation, repair, replacement or credit), the required documents, who arranges freight and customs clearance, and who pays freight, insurance, brokerage, duties and taxes. Responsibility for these charges depends on the reason for the return, the applicable warranty, the agreed delivery terms and applicable law. Do not ship until these arrangements are confirmed in writing.
Customs documents must accurately describe the goods, their value and the reason for the shipment, and should reference the original invoice, export records and serial numbers where applicable. A return, repair or warranty shipment is not automatically exempt from duties or taxes. Do not declare a returned, warranty or replacement item as having no value; we or our customs broker will confirm the correct valuation. Customs treatment can differ for items returned for repair, for replacement or for credit, and any duty or tax relief depends on the customs authority’s requirements.
For international warranty claims, contact us before exporting a product for evaluation or repair. Many issues can be resolved through troubleshooting, replacement components or authorized service without a cross-border return.
If a refund is approved, we will confirm the amount and any remaining steps in writing. Refunds are issued to the original payment method in the original transaction currency (U.S. dollars unless stated otherwise). Unless required by law or agreed in writing, we do not reimburse currency-conversion charges or exchange-rate differences. Banks and payment providers may need additional time to post the credit.
How original shipping charges, taxes and other charges are treated depends on the reason for the refund and applicable law. An approved product refund does not automatically include duties, import taxes, brokerage fees or other amounts paid directly to a carrier, customs broker or government authority. Where a customs refund is available, the importer may need to apply through the customs authority or its broker, and we will provide reasonable transaction and return documentation to support the application.
Parts and accessory orders placed through the webstore are non-cancellable. Once an order is placed, it cannot be cancelled or changed, whether or not it has shipped. Because in-stock orders may ship the same day they are placed, please review your order carefully, including part numbers and quantities, before submitting it. A placed order can be returned only as this policy allows (see All sales are final and Return authorization). For webstore parts and accessory orders, this rule applies in place of Condition 2 of the Terms & Conditions.
If we cannot fulfill your order or shipment is delayed, we will notify you and provide any cancellation and refund options required by applicable law.
Virtus Equipment Direct, operated by Virtus Equipment, Fort Myers, Florida
Contact us before shipping anything back. Our office address is not necessarily the authorized return destination.
Virtus Equipment may update this policy at any time. The version in effect on your order date applies to that order, together with the Terms & Conditions and any agreed order-specific terms.
