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Customer Service
Return Policy
Our commitment to making things right. VRLA Tech offers a 30-day return window, a clear RMA process, and direct support from real engineers if something is not what you expected.
VRLA Tech values its relationship with its clients and is dedicated to providing the best customer service possible.
VRLA Tech, LLC ("VRLA") stands behind every system we build. If you are not satisfied with your purchase, we will make every effort to assist you. The following return policy explains the standard return window, restocking fees, RMA process, and how returns are inspected and refunded.
This policy works alongside our Terms and Conditions and Limited Hardware Warranty. By making a purchase from VRLA, Buyer accepts these return terms.
Return Policy at a Glance
The most-asked questions about returning a VRLA Tech product, summarized:
Return Window
30 days
From the date of receipt, on products under warranty
Damage Inspection
5 days
To inspect and report any damage or defects after delivery
Restocking Fee
20% of purchase
Plus applicable sales tax. Waived for defective products and VRLA errors
RMA Required
Always
No returns are accepted without a Return Merchandise Authorization number
Standard Return Policy for Products Under Warranty
All products may be returned or exchanged within thirty (30) days after receipt, in accordance with these Terms and Conditions.
Please contact VRLA for technical support first. VRLA will work to assist you with your product. If VRLA is unable to identify or resolve the problem, Buyer will be required to fill out the Return Merchandise Authorization (RMA) form. An RMA reference number will be issued upon completion.
An RMA reference number is required for every return. Returns received without an RMA number will not be accepted.
Damaged or Defective Items
Once a product is delivered, it is the Buyer's responsibility to inspect the product and inform VRLA of any discrepancies within five (5) days of receipt.
All requests made after 5 days will be handled on a case-by-case basis.
Inspect your shipment immediately upon arrival. Photograph any visible damage to the packaging or product before unboxing further, and contact VRLA support right away.
Restocking Fee
Unless a product is defective or the return is the result of VRLA error, VRLA will charge a restocking fee of twenty percent (20%) of the purchase price paid, plus any applicable sales tax.
The restocking fee is waived in the following cases:
- The product is defective or fails under warranty
- The wrong product was shipped due to a VRLA error
- The product was damaged in transit and reported within the 5-day inspection window
Software Returns
Software returns are handled on a case-by-case basis. Opened or activated software is generally not eligible for return because licenses are non-transferable once activated. Please contact VRLA support if you have questions about a specific software product before activating it.
How to Return a Product
To start a return, follow these steps:
- Contact VRLA Support Email info@vrlatech.com or call 213-810-3013. Many issues can be resolved without a return.
- Complete the RMA Form If a return is approved, fill out the Return Merchandise Authorization (RMA) form. You must do this before the end of the applicable return period.
- Receive Your RMA Reference Number An RMA reference number will be issued upon completion. VRLA will not accept returns without one.
- Package the Product Safely Use the original packaging where possible. The limited hardware warranty does not cover any failure to safely package returned items. Improperly packaged returns may be automatically rejected.
- Ship to the VRLA Returns Department Use the shipping label format provided in the next section. Include the RMA reference number on the outside of the package.
- Wait for Inspection and Refund Once VRLA receives the product, your return will be thoroughly inspected and a refund will be issued according to our terms and conditions and warranty policy.
Important: If shipping damage occurs due to improper return packaging, your RMA will be automatically rejected and the package returned to sender at Buyer's expense.
Shipping Instructions for Returns
All returned products must include a shipping label addressed to the VRLA Tech Returns Department. The exact return address will be provided by VRLA support along with your RMA reference number.
The shipping label must include:
- The recipient: VRLA Tech, LLC – Returns Department
- Your RMA reference number, clearly visible
- The full return address provided to you when your RMA was issued
Do not ship a return without first contacting VRLA support and obtaining the current return address. The return address is provided alongside your RMA number to ensure your package is routed correctly.
Buyer Data Responsibility
Before Buyer returns a product to VRLA, it is Buyer's responsibility to:
- Back up all data stored on the product
- Remove all confidential, proprietary, and personal information
- Remove all removable media, including flash drives, CDs, SD cards, and PC Cards
VRLA IS NOT RESPONSIBLE FOR ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION; LOST OR CORRUPTED DATA OR SOFTWARE; OR DAMAGED OR LOST REMOVABLE MEDIA RETURNED WITH PRODUCTS.
Refunds
After VRLA receives and inspects your returned product, a refund will be issued according to these Terms and Conditions and our warranty policy.
- Refund method: Refunds will only be issued back to the original form of payment.
- Original shipping & handling: Original shipping and handling charges may not be refunded.
- Restocking fee: A 20% restocking fee plus applicable sales tax may be deducted from non-defective returns.
- Processing time: Refunds are typically processed within several business days of inspection. Time to appear on your statement depends on your card issuer or bank.
For additional details on warranty coverage, dispute resolution, and order cancellations, please review our Terms and Conditions and Limited Hardware Warranty.
Need to Start a Return?
Reach out to our team and we'll walk you through the RMA process.
