Frequently asked questions about exchange, Return & warranty
How can I return my order?
In most cases you can return Your order to us within 14 days. You then have 14 days after registration to send us your return order. On our page Trade & Return you can read how to do this.
Is the Return of my order free?
The shipping costs that you make for the return are for your own account, unless it turns out that the error is on our side (for example when you have received a wrong product). In that case we will reimburse the shipping costs that you have incurred.
How long does it take for my return to be processed?
When you register a return with us, you will usually receive an email the same day with Information about how to register and send the return. When we have received your return, you will receive a message from us that the package has arrived. It can then take up to 10 working days before your return is processed and you can receive the refund from us (however, in many cases we do this much earlier).
How long will it take before I get my money back?
As soon as we have received your return, our department Returns will immediately get to work for you. It can take up to 10 working days before your return has been checked and refunded, but in many cases we do this within 2 to 4 working days.
What warranty do I have on products?
The standard statutory warranty period of 2 years applies to all our products. However, in some cases it may be the case that a product has a shorter warranty period. Think of products that are subject to wear, such as VR Tracker Straps for feet. Other warranty rules also apply to business orders and/or products than to Consumers. Therefore, always contact our customer service first to register your warranty with us, so that we can see together how we can best solve this.
It seems like my package has been opened, how is this possible?
Most of our items are purchased from our suppliers from abroad. It can therefore sometimes happen that a delivery is intercepted by customs. They check the packages for content and price, after which they send the packages back to us. Unfortunately, this does not always happen properly. We would therefore like to ask you - when you receive the order - to check the product for damage and function. Has something been damaged on your order? Please contact our customer service as soon as possible.
How can I register my order for warranty?
After you have contacted us, and we have determined that it is a warranty case, we will provide you with the shipping details to send the product to us. Important: Please note that products must always be shipped complete and with the original box. Missing parts such as Controllers or cables may result in the warranty application being rejected.
In some cases it is wise to register the product directly with the manufacturer. This will prevent you from having to return a complete set, and in many cases you will have a faster handling of your warranty case. For more Information about warranty, please visit our warranty handling page: https://unboundvr.nl/garantie.
Additional support questions
What support does Unbound VR offer for (business) purchases?
In addition to all your questions about Virtual Reality, you can also contact us for support and support for your VR systems. Our team of specialists consists of experienced helpdesk employees, VR system administrators, PC hardware specialists. Whatever VR related problem you have, we are happy to help!
We can offer our customers two support options: our standard support or extensive support through an SLA.
Is it possible to take out extra support or insurance?
By agreeing a Service Level Agreement (SLA), the customer is guaranteed a high degree of continuity in the management of the VR systems in use.
That is why with our SLA we offer you support up to 7 days a week on the hardware supplied by us. From 08.30 in the morning to 22.00 in the evening we offer the right support remotely and on location.
For more Information, please contact one of our account managers on +31 (0)85 1302 742 or firstname.lastname@example.org