At Virtros, we want you to be completely satisfied with your purchase. Please read this Returns and Refund Policy carefully before placing an order. By placing an order with Virtros, you agree to the terms of this policy.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

YOUR RIGHT TO CANCEL

Under the Consumer Contracts Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.

The cancellation period expires 14 days after the day on which you (or someone you nominate) receive the goods.

Important: Sale items and used items cannot be returned under this policy unless they are faulty (see Section 7).

HOW TO CANCEL

To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., email). Please contact:

hello@virtros.com

We will provide return instructions within 2 business days.

OUR 30-DAY RETURN GUARANTEE

In addition to your statutory cancellation rights, we offer a 30-day return period from the date of delivery for non-sale items. After this period, we are unable to process returns, refunds, or exchanges.

RETURNING THE GOODS

You must return the goods to us without undue delay and in any event not later than 14 days after the day you notify us of your cancellation.

Return shipping details will be provided upon approval of your return request. Please do not send any returns without prior authorisation.

SHIPPING COSTS FOR RETURNS

You are responsible for the direct cost of returning the goods (e.g., postage, courier fees). We strongly recommend using a tracked delivery service and keeping proof of postage, as we cannot accept liability for lost or delayed returns.

If you received a faulty, damaged, or incorrect product, return shipping costs will be covered by us.

CONDITION OF RETURNED GOODS

To be eligible for a full refund, the goods must be:

Unused and in the same condition as when you received them

In the original packaging (where reasonably possible)

With all tags and accessories included

Not sale items (sale items are final sale and cannot be returned unless faulty — see Section 7)

Not used items (used items cannot be returned unless faulty — see Section 7)

Promotional gifts, such as free accessories or bonus items, must be returned together with the main product.

Colour variations due to lighting, photography, or screen settings are not considered defects and do not qualify for a return.

Packaging variations may occur due to stock changes or logistics. This is not a valid reason for a refund.

FAULTY, DAMAGED, OR INCORRECT GOODS

Your statutory rights are not affected by this policy. If the goods are faulty, misdescribed, or not of satisfactory quality:

The return shipping costs will be covered by us

You may return used goods if the fault was present at the time of delivery

Sale items can be returned if faulty

We will provide a full refund or replacement within 14 days of receiving the returned item or proof of return

Under the Consumer Rights Act 2015:

Within the first 30 days of purchase, you are entitled to a full refund for faulty goods

Between 30 days and 6 months, we may offer a repair or replacement first. If the repair or replacement is unsuccessful, you are entitled to a refund

If you receive a faulty, damaged, or incorrect product, please contact us within 72 hours of delivery at:

hello@virtros.com

Please include:

Your order number

A clear description of the fault or issue

Photographs or a short video showing the problem

Photos of the packaging and shipping label

REFUND PROCESS

Once we receive the returned goods, we will inspect them and notify you of approval or rejection within 14 days.

If approved, we will refund:

The full purchase price of the goods

Any standard delivery charges you paid (excluding premium or express shipping costs)

Refunds will be processed using the same payment method used for the original purchase. We will process the refund within 14 days of receiving the returned goods (or, if earlier, 14 days after you provide proof of return).

Refunds cannot be processed while an active payment dispute, such as a chargeback or PayPal dispute, is in progress.

EXCEPTIONS

The right of cancellation does not apply to:

Goods made to your specifications (custom orders)

Sealed goods not suitable for return for health or hygiene reasons where the seal has been broken

Goods that become mixed inseparably with other items after delivery

Sale items (as noted above, unless faulty)

CONTACT

For any questions about this Returns and Refund Policy, please contact us at:

Virtros
Email: hello@virtros.com