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Complaints and Returns Policy (RMA)

The information below is valid for the products listed by Some of our partners may have different terms of returns and complaints, so be sure to get informed before buying.


Product complaints must go through our RMA system, which means that below described procedure must be followed:

1. Fill in the required information in Returns section

2. Make a picture or film that described in details the cause of the complaint and send it via mail

3. Once we receive your complaints or returns request, we will contact you for further steps

4. If Virtrador determines that the complaint is justified, we will send you the mail with the address to which the product should be returned for replacement or repair

5. Products for replace or repair are sent directly to the country of the manufacturer / wholesaler

6. Buyer is responsible for the return cost

7. A product must be sent with the shipment tracking number otherwise we reject any possibility of complaint to us

8. If the manufacturer's authorized service approved complaint or return, Virtrador will provide repair, replacement product if repair is not possible or a full refund

9. If authorized service rejected the complaint as unfounded, it is possible that the customer is charged for the cost of shipping the product back and / or cost of service

10. The whole process can take more than 30 days if the manufacturer is outside the EU and that we unfortunately can not influence

11. A product has to be returned packed in undamaged original packaging to you and received


You have the right to return the product within 14 days of receiving product without explanation.

This applies to all users in the EU.

In that case, let us know by email at about the recall with

product details: order number, the name and model of the product.

1. Buyer is responsible for the return cost

2. The product must be returned in exactly the same condition as it was received with

undamaged packaging

3. Certain Product groups can not be returned as such. Underwear, any type

Softwear, video games, food, cosmetics, perfumes, intimate toys and other depending on assessment

4. RC Toys can be returned only and exclusively in unused and unpackaged condition
because of the nature and sensitivity of the product

5. If the original packaging is damaged the product price is reduced by 20% or

If it is in any way damaged (not as new), the price of the product is reduced by


6. The price of the product can be further reduced by handling which is why the product not more considered as new. In this case the price of the product is reduced by at least 10% or more depending on what it is, for example:

Handling / use of the product is considered to be for example by mikser- mixing food, shaver for shaving, for books -sheet Cover and / or underline text and / or writing the book, for ovens- baking food, for roll - roller skating outdoors, shoes- for walking outdoors, for clothing - wearing, bike - riding on Outdoors, fashion accessories - worn on the body, tools - use in their purpose, lighting - installation, swimming pools - water filling etc.

Product handling reduces the value of the product.

7. Returns are obliged to carry out without delay, and no later than within 14 days from the date of When you've said a unilateral breach of contract.

8. Notification about the status of the returned product and the return amount, you will receive within 10 days by e-mail. Refund will be done within 5 days from the date of the notification.

9. The right for a refund within 14 days have customers outside the EU by our will, but considering that such product is returned to the EU, all returning and importing costs are borne by the buyer, ie. If we repossessing be charged with any costs for so we will reduce the value of refunds .

We will present the customer valid documents with the costs incurred in the event that this happens

Consumer rights

In accordance with the Consumer Protection Law in EU, you may unilaterally terminate the contract without giving any reason for doing so within 14 days from the date of delivery of goods or delivery of the last product from the order. The contract can unilaterally terminate via unambiguous statement in which it expressed its willingness to terminate that you can send and e-mail to 

In case of unilateral termination of the contract we'll treat the Consumer Protection Act and the Civil Obligations Act. Reimbursement will we do to you after the goods have been returned to us. Return of goods we need to execute without delay, but no later than 14 days from the day you told us unilaterally terminate the contract.

The same is true for all traders from the EU who sell on our site, regardless of whether they are listed or not in their terms of use.

The buyer is under the Consumer Protection Law shall bear the direct costs of returning the goods if he uses his right to unilaterally terminate the contract, and if the customer wants can contact us by mail to obtain information on how, capabilities and conditions of returning products by

If it is a Product you have purchased from the seller on virtrador, contact the seller directly via a contact form on sellers profil Page

The buyer is in accordance with Article 77, paragraph 5 of the Consumer Protection Law responsible for any impairment of the purchased product as a result of handling the purchased product.

Consequently Virtrador recommends to customers:

Take a look at the characteristics of the products specified in the offer on during selecting products,

- If the package is damaged Do not Take the product, turn attention to the damage to the packaging and request that the product needs to be returned to the sender, otherwise considered to have downloaded the product with intact packaging

- If the packaging is intact and you took the product, carefully remove the packing materials with as little damage as damaged packaging reduces the value of the product 

- Inspect the product, if it has visible damage (eg. Broken part, scratched product as resulting from transportation or wrong storage) as soon as possible inform us on You will need to send us a picture or a movie, and the lack of a detailed description and we will notify you on further steps

 - If the product has no apparent damage, inspect the product, its nature, characteristics and functionality (eg. Activate corded or battery, check the functionality of toys, carefully review the book and if you are not satisfied with the product you can return it, but do not use the product, handled, because any further handling of the product reduces the value of the product.

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