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Customer Service

Warranty & repair

  • How many years warranty is there on my VR headset?

    VR headsets have a standard 2-year warranty from the time of delivery.
  • What is covered by the warranty?

    You get a 2-year warranty on manufacturing defects. That means the VR headset should work as promised. Wear and tear or usage damage is not covered by the warranty.
  • How can I use the warranty?

    If your VR headset does not work as promised, please send us an email on customersupport@vr-expert.com.
  • How long does the warranty process take?

    Depending on the product you have ordered, warranty handling can take 1 to 4 weeks. After you have returned the VR headset, it will first be inspected. If during the inspection it appears that it does indeed contain manufacturing defects, the headset will be repaired or you will receive a new headset from us.
  • How do you determine whether something falls under usage damage?

    Every VR headset that is returned is examined by our specialists. For example, if you have dropped your glasses or spilled a drink over them, this falls under usage damage. Usage damage is not covered by the warranty.
  • Can I have my headset repaired even if it is not covered by warranty?

    Yes, you can. Depending on the exact malfunction, your headset can be repaired. The costs for this will be communicated to you in advance. Only after you agree will the repair be carried out.

Delivery

  • What is the delivery time?

    Ordered on working days before 21:59 is delivered tomorrow in the Netherlands and Belgium.
  • Is the delivery free?

    For orders over 80 euros, delivery is completely free for select countries. For lower amounts, a fixed rate applies.
  • I have not received my package, what should I do?

    How annoying! First of all, we advise you to check the track & trace. Is the delivery delayed, but still on its way? Don't worry, then your package is still coming. Has the package already been delivered, but you have not received it? Please contact us with your order number via: klantenservice@vr-expert.nl
  • Will I receive a track & trace?

    Yes. As soon as the package has been sent, you will receive a track & trace link with the status of your order.
  • Which carriers do you use?

    Our standard carrier is DHL. However, it is possible that we choose a different carrier in specific cases, for example because they can deliver faster.
  • Is my order insured?

    Yes, your order is insured. If the package does not arrive properly, please contact us directly via: customersupport@vr-expert.com

Ordering & payment

  • Will I receive a confirmation of my order?

    After purchase you will receive an order confirmation with your order described.
  • Where can I find my order number?

    You will find your order number on the invoice and in the order confirmation email you received from us.
  • Where can I find my invoice?

    You will receive an order confirmation with an invoice after ordering.
  • Can I also pay afterwards?

    No, you can't. This is only possible via our business VR Expert webshop. For the business webshop you need a Chamber of Commerce registration.
  • How can I cancel my order?

    If your order has not yet been shipped, you can send an email to: klantenservice@vr-expert.nl stating your order number. Your order will then be cancelled and your money will be refunded.
  • In what ways can I pay?

    You can pay with Credit Card, iDeal, Bancontact, Giropay, EPS, Sofort, Przelewy24 Google Pay and Apple Pay.
  • How long will it take before I get my money back after cancelling my order?

    After returning and receiving the product, it takes no later than 10 working days before the money is refunded.

Exchange & returns

  • I want to return my product, how do I do that?

    You can request a return by contacting us on customersupport@vr-expert.com. Please include your order number. It is important that the product is still returned in its original condition and with the original packaging. After 10 working days you will receive your money back.
  • Until when can I return my product?

    You can return your product up to 14 days after your order.
  • What are the return conditions?

    It is important that the products are returned in their original condition and with the original packaging.
  • How do I return the products?

    After requesting a return, you will receive a return label from us. You stick the return label on the box and then you can drop it off at the nearest DHL point.
  • How can I cancel my order?

    If your order has not yet been shipped, you can send an email to: klantenservice@vr-expert.nl stating your order number. Your order will then be cancelled and your money will be refunded.

Community

  • How can I become part of the VR Expert community?

    Via Discord! On https://discord.com/ you can create an account. Then you can join our Discord channel. You can talk to other VR gamers there or ask questions to our employees.
  • What exactly is the community?

    Through our Discord channels we ask feedback from users, we help with the use of VR headsets and multiplayer events are organized. We also invite manufacturers to Q&A sessions and meet like-minded gamers.
  • Can I join even if I haven't purchased a VR Expert headset?

    Yes, you can. For certain community events or other specials you sometimes have to be a VR Expert customer.
  • Are there any non-gamers in the community?

    Yes! For example, a large number of users do not do gaming, but do VR fitness.
  • Who manages the community?

    The Discord community is managed by VR Expert staff. We are also avid VR users ourselves, so you can ask us anything!

Warranty & quality mark

  • How long have you been around?

    We have been around for more than 5 years!
  • Which quality marks do you have?

    We are registered with the Thuiswinkel Quality Mark. The Stichting Certificering Thuiswinkel has granted us an official certificate for the quality and reliability of our services (https://www.thuiswinkel.org/leden-zakelijk/vr-expert/certificaat)
  • Are you official resellers?

    For all products in our portfolio we are official resellers. Almost daily we have direct contact with various manufacturers.
  • Do I have the same price and conditions as with the manufacturer?

    Yes. Because we are an official reseller, you get exactly the same price and conditions that you get from the manufacturer.

More questions?

Email us at: klantenservice@vr-expert.nl or fill out the contact form below.

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