Refund policy

New Returns

Returns will be approved on a case by case basis at the discretion of VirtuColor Supply Tools.  If so the following applies:

All return requests must be made within 30 days of receiving your item.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging.

Customer is responsible for shipping costs and a 15% restocking fee for all returns not related to fault of VirtuColor Supply Tools.

All returns due to VirtuColor Supply Tools error will be returned with shipping prepaid.

To start a return, you can contact us at service@virtucolorsupply.com.  Be sure to include your name, address, order number, items being returned, and reason for the return in your request. If your return is accepted, we’ll send you a return shipping label, a Return Authorization number (RA#), as well as instructions on how and where to send your package.

Items sent back to us without a Return Authorization number will not be accepted.

You can always contact us with questions at service@virtucolorsupply.com or call (616) 577-5042.

Warranty Returns

All broken or claimed defective products will be replaced, credited, or repaired, in accordance with the manufacturer’s warranty policy.

Shipping charges for returned goods are the sole responsibility of the customer. 

Products showing abuse, misuse, or alteration, may not be repaired, credited or replaced under warranty. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take several business days for your bank or credit card company to process and post the refund.

Cancellations

All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will be responsible for return shipping charges. Refunds will only be issued to the original payment method that you used when placing your order.

Damages and shortages

Freight Shipments

Please be aware that freight delivery shipments often encounter rough handling resulting in damage or loss. In order to hold the freight companies accountable, the shipment must be thoroughly inspected before signing the delivery document. This includes inspecting for concealed damage.

Damaged items must be refused or notated on the BOL (delivery document).

Whether the shipment will be received by you, a colleague, a family member or a customer it must be inspected.

If the receiver of the shipment has a waiver with the LTL carrier for No signature required, this authorization alleviates both VirtuColor Supply Tools and the carrier from any responsibility.

Courier Delivery (UPS/FedEx)

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you did not receive an item, so that we can evaluate the issue and make it right. 

Damages or shortages will be considered for replacement if they meet the requirements below.

• All claims must be made to service@virtucolorsupply.com within 2 days of receiving your order.
• Pictures must be submitted to VirtuColor Supply in order to obtain a credit for damage.
• All shortages must be reported no later than 2 days after receiving your order.

Non-returnable items

• Products labeled discontinued, clearance, or closeout
• Items that have been used, opened, marked on, or not in original packaging.
• Shop worn products. (Shop worn is defined as products in which original packaging or instruction sheets are either missing, torn, dirty, sun faded or defaced)
• Special ordered items
• Leaking or open containers.
• Material with expired or soon to be expired batch use dates
• Product not purchased from VirtuColor Supply Tools.
• Promotional sale items and free goods.
• Products purchased with a gift card.