ORDERING

How do I place an order?
Browse our store, add products to your basket, and proceed to checkout. You will need to provide your delivery address, email, and payment details. You will receive an order confirmation email once your purchase is complete.

Can I change or cancel my order after placing it?
Once an order has entered processing, we are unable to make changes to the order or delivery address. If you need to cancel, please contact us at hello@virtros.com as soon as possible. We will do our best to accommodate your request, but we cannot guarantee cancellation once processing has begun.

Do I need an account to place an order?
No. You can check out as a guest. Creating an account is optional but allows you to track your orders and save your details for future purchases.

SHIPPING AND DELIVERY

How long does delivery take?
Orders are processed within 1 to 2 business days. Shipping to the United Kingdom takes 5 to 8 business days. Total estimated delivery is 6 to 10 business days.

How much does shipping cost?
Standard Tracked Delivery is £3.95 for orders under £50. Orders of £50 and above qualify for Free Tracked Delivery.

Do you ship outside the UK?
We currently only deliver within the United Kingdom.

How do I track my order?
Once your order has been dispatched, you will receive an email with a tracking number. It may take 24 to 72 hours for tracking information to become active. If you have not received tracking information within 5 business days, please contact us.

My order shows as delivered but I have not received it.
Please check with your neighbours and any safe places around your property. If the parcel remains missing after checking, contact us within 7 days at hello@virtros.com and we will help resolve the issue.

RETURNS AND REFUNDS

What is your return policy?
We offer a 30-day return period from the date of delivery. Products must be unused, in their original condition, and in the original packaging. Please contact us at hello@virtros.com to request a return before sending anything back.

Do I have to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer for non-faulty items. If you received a faulty, damaged, or incorrect product, we will cover the return shipping costs.

How long does a refund take?
Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed to your original payment method within 14 days.

Can I return sale items?
Sale items are final sale and cannot be returned unless they are faulty. If a sale item is faulty, you are entitled to a full refund under the Consumer Rights Act 2015.

What if I received a faulty or damaged product?
Please contact us within 72 hours of delivery at hello@virtros.com with your order number, a description of the issue, and clear photographs of the product, packaging, and shipping label. We will arrange a replacement or full refund including return shipping costs.

PRODUCTS

Are your products safe to use?
All products in our store meet the relevant safety standards for the UK market. We verify compliance documentation for every product before listing it. Our products are wellness devices and are not intended to diagnose, treat, cure, or prevent any medical condition.

How do I know which product is right for me?
Each product page includes detailed information about what the product does, how to use it, and who it is designed for. If you have a specific question, contact us at hello@virtros.com and we will be happy to help. If you have a medical condition, please consult your doctor before using any wellness device.

Are your products clinically tested?
Our products use clinically studied technology and wavelengths that are supported by published research. We select devices based on wavelength accuracy, power output, and build quality. For more information, visit our Our Science page.

How do I use the products?
Each product comes with a user manual. Detailed usage instructions are also available on each product page.

PAYMENT

What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay.

Are your prices inclusive of VAT?
Yes. All prices displayed on our website include VAT at the current UK rate.

Is my payment information secure?
Yes. All payments are processed through secure, encrypted connections. We do not store your credit card details. Payment processing is handled by Shopify Payments and our third-party payment providers.

Do you offer payment plans?
Yes. We partner with Klarna to offer flexible payment options. You can choose Pay in 3 to split your purchase into three interest-free instalments, or Pay Later to defer payment. Select Klarna at checkout.

YOUR ACCOUNT AND DATA

How do you protect my personal information?
We take your privacy seriously. All personal data is handled in accordance with UK GDPR and the Data Protection Act 2018. For full details, please read our Privacy Policy.

How do I unsubscribe from marketing emails?
You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any marketing email, or by contacting us at hello@virtros.com.

CONTACT

How can I contact you?
You can reach us by email at hello@virtros.com. We respond within 24 hours on business days.

STILL HAVE A QUESTION?

If your question is not answered above, please do not hesitate to contact us at hello@virtros.com. We are here to help.