Returns.
Guidelines, timelines, and refund terms for Viterra Systems products.
Overview
We want you to order with confidence. If a product is not right for your job, most items may be returned within the window below for a refund or exchange. This policy explains what qualifies, how to start a return, and how refunds are handled.
Eligibility
To be eligible for a return, items must be returned within 30 days of delivery, unused and uninstalled, and in their original packaging with all labels, caps and documentation intact. Proof of purchase (order number or invoice) is required. Returns that do not meet these conditions may be refused or subject to a reduced refund.
How to start a return
Do not ship product back without authorization. Contact our sales team to request a Return Merchandise Authorization (RMA) number, which must appear on the outside of every returned carton. Reach us at (626) 261-4868 or Sales@viterrasystems.com with your order number and the items you wish to return, and we will provide return instructions and the ship-to location.
Restocking fees
In-stock catalog items returned in resalable condition are typically refunded in full. A restocking fee may apply to non-stock, special-order or large-volume returns to cover handling and re-inspection. Any applicable fee will be confirmed at the time your RMA is issued.
Non-returnable items
The following are sold as final and cannot be returned:
- Cut-to-length pipe and material cut to a custom dimension.
- Special-order or custom-manufactured products made to your specification.
- Items that have been used, installed, modified or solvent-welded.
- Products returned without an RMA number or outside the 30-day window.
Damaged or incorrect items
Inspect your shipment on arrival. If an item arrives damaged, defective, or is not what you ordered, report it within 5 business days of delivery with your order number and photos of the product and packaging. We will arrange a replacement, corrected shipment or refund at no cost to you for qualifying claims.
Refunds
Once your return is received and inspected, an approved refund is issued to the original payment method, less any applicable restocking fee or non-refundable shipping. Refunds are typically processed within 5–10 business days of inspection; the time for funds to appear depends on your card issuer or bank.
Questions about a return? Visit our Contact Us page and our team will be glad to help.
Returns in Three Steps.
1. Request an RMA
Call or email sales with your order number and the items you’d like to return. We’ll issue an RMA number and return instructions.
Sales@viterrasystems.com2. Pack & Ship Back
Return unused items in original packaging with the RMA number marked clearly on each carton, to the ship-to address we provide.
3. Get Your Refund
After inspection, an approved refund is issued to your original payment method, less any applicable restocking fee.