Submit a return request
Here you will find all the information regarding our procedure, conditions, and return requests. Versa Group guarantees reliability and quality. All our products comply with European safety standards. We do everything possible to deliver the highest quality products. However, sometimes products may be defective, the wrong item may be ordered, or one of your clients may cancel the installation project. That’s why we understand the importance of the reason for the return. To return an item, we follow the principle below and distinguish between:
Ready to install? Quick check first!
We want to assist you as best we can, even if something isn’t quite right. That’s why we kindly ask you to check your order carefully before starting the installation.
- Installed = Accepted: Once an item is installed, we assume everything is in order and consider it accepted.
- Noticed a defect or production issue? Please let us know before installation so we can handle it properly.
After installation, we are unfortunately no longer able to process complaints, as we can no longer determine when the damage occurred.
Thank you for your understanding and cooperation!
Undamaged stock items
- Please fill in our online form. Alternatively, you can download the document to request your return and send it, duly completed, to our service team at via service@versagroup.be.
- You can only exchange or return an item if it is still in its original, unopened packaging. You have 30 days from the delivery date to do so.
- Undamaged items in their original packaging will be accepted with a deduction of 20% for shipping and handling fees, unless exchanged for other items. For return requests due to customer error and where the value of the items is less than €250, we will also charge a €30 shipping fee.
- No exchange or refund is possible for an item that has already been installed or opened.
- In the event of an exchange or refund after an incorrect delivery by Versa Group and after approval, this will of course be done free of charge.
Damaged stock items
- Please fill in our online form. Alternatively, you can download the document to request your return and send it, duly completed, to our service team at via service@versagroup.be.
- If your return is approved, you will receive your personal "Return File" by email.
- To process the request as efficiently as possible, photos or videos of the damage are essential. Please bear this in mind and provide us with as much visual material as possible.
- You have 8 days from the delivery date to submit a return request.
- If the damage is due to our transport, we will exchange the damaged item as soon as possible.
Defective stock items (under warranty conditions)
- Please fill in our online form. Alternatively, you can download the document to request your return and send it, duly completed, to our service team at via service@versagroup.be.
- If your return is approved, you will receive your personal "Return File" by email.
- To process the request as efficiently as possible, photos or videos of the defective item are essential. Please bear this in mind and provide us with as much visual material as possible.
- Our own after-sales service will analyze the defective product in our testing facility.
a. If the defect is confirmed, we will send you a new product at no charge.
b. If no defect is ultimately found, the product will be returned to you with our findings. In that case, shipping fees may be charged.