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Processing your warranty requests, complaints and spare parts inquiries is our top priority!

Always provide all relevant and necessary information and documents for processing:
  • Article number
  • Photo of the type plate with clearly legible serial number
  • Photo / video of the appliance with a clear image of the defect

A detailed description of the defect:

  • What is not working?
  • Did the appliance have this fault from the start?
  • Did it only occur during use?
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How can we help?

APPLICATION FOR WARRANTY

In the case of a warranty claim up to 12 months after the date of purchase, the fully and correctly completed warranty form* form must always be enclosed with the request.

* Download warranty form here

SUBMIT WARRANTY FORM HERE

COMPLAINTS

We regret that you have had a negative experience with our products. We will be happy to process your request as quickly as possible.
Please let us know the details of the problem/defect by completing the form below. Our customer service team will then contact you immediately to find a solution.
We are sorry for the inconvenience and thank you for your understanding and patience.
SUBMIT A RECLAMATION HERE

SPARE PARTS

For spare parts inquiries or in the event of a warranty claim, we must be able to clearly identify and allocate the spare part you require!
The spare part number must always be taken from the exploded view drawing.
Exploded views and other documents can be found at www.virtusnet.de in our product catalog, under the product description. Alternatively, these can be requested from us before ordering spare parts.
REQUEST SPARE PART HERE

You will find notes and information below:

GAS DEVICES

For gas appliances we also need

– Photo or video of the flame pattern

– Which type of gas is used – propane gas, LNG or liquid gas

– What gas pressure is present

– Which nozzle is installed – natural gas nozzles or liquid gas nozzles

The combustion nozzles designed for natural gas cannot be used for LPG. Conversion to liquid gas nozzles is necessary and is done simply by replacing the burner nozzles. The flame pattern, the gas/air mixture and the pilot burner nozzle must also be adjusted here.

REFRIGERATION

For cooling/refrigeration devices we also require:

– Proof of ambient temperature measurement

– Name of the location where the cooling unit is located with a photo

DISHWASHING / DEVICES WITH WATER PIPES

For dishwashers and all other appliances with a water connection, we also need the following information:

– Water pressure / water hardness or if a descaler is installed / settings of the rinse aid cleaning pumps

– An installation report from an accredited specialist company that carried out the installation or a test report from a technician must always be submitted. This does not apply to plug-in appliances (230V/single-phase).

SERIAL NUMBER

Serial numbers are always relevant for the assignment of devices.

Here you will find a guide to where the serial number is located on the devices.

COOKING DEVICES

For cooking devices we require :

– An installation report from an accredited specialist company that carried out the installation or a test report from a technician must always be submitted. This does not apply to plug-in appliances (230V/single-phase).


For gas-powered cooking technology, we also require:

– Photo or video of the flame image

– Which type of gas is used – propane gas or liquid gas

– What gas pressure is applied

– Which nozzle is installed – natural gas nozzles or liquid gas nozzles

TO THE SERIAL NUMBER GUIDE

APPLICATION FORM

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