At Virtuozas, we are committed to providing you with high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we’re here to help. Please read our policy carefully, particularly regarding hygiene and product safety.
Change of Mind Returns
If you change your mind about your purchase, you must notify us within 14 days of receiving the item by contacting our Customer Care Team at service@virtuozas.com.
Damaged or Faulty Goods
If your item arrives damaged or faulty, please contact us within 7 days of delivery at service@virtuozas.com to arrange a return. You may be required to provide photos of the damage for assessment.
In the event of a damaged or faulty item, we will offer one of the following remedies:
Replacement of the item (subject to availability)
Full refund to your original payment method
Store credit if preferred
We will cover any shipping costs associated with the return of damaged or faulty goods. Do not return the item without first contacting our Customer Care Team, as we cannot refund shipping costs if the return was unarranged.
Exclusions for Returns
Please note that we will not provide refunds or replacements in the following circumstances:
Normal wear and tear or damage due to misuse
Failure to follow manufacturer’s instructions
Products that are not fit for purpose due to incorrect use or lack of care
Items returned without prior notification to our Customer Care Team
Returns Process
To return a product, follow these steps:
Contact our Customer Care Team at service@virtuozas.com within 7 days of receipt of your product, providing your order number and details of the return.
We will provide instructions on how to return your item.
If eligible, returns must be securely packaged to prevent damage during transit.
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Please note that returns by mail may take up to 2 weeks to process. Once received, we will issue your refund (less any restocking fees) or store credit within 2 business days.
Warranty and Manufacturer Returns
Some of our products come with the manufacturer’s warranty. If your product becomes faulty outside of our returns period, please contact our Customer Care Team to obtain the manufacturer’s details. You will be responsible for any shipping costs to the manufacturer. If the manufacturer is unable to assist, we will do our best to provide additional support.