Refunds and Returns Policy
1. Conditions of eligibility for return or exchange
Withdrawal period: You have 14 calendar days from the date of receipt of the product to exercise your right of withdrawal and request an exchange or refund.
Product condition: The product must be returned in its original, unused condition, with all accessories, manuals and original packaging. Any product that is damaged, worn or shows signs of use will not be eligible for an exchange or refund.
Proof of purchase: Proof of purchase (invoice or receipt) is required for any exchange or refund.
2. Return or exchange process
Return or exchange request: To initiate a return or exchange, please contact our customer service department at contact@virgomove.com, specifying your order number and the reason for the return or exchange.
Product shipment: Upon approval of your request, we will provide you with a return label or specific instructions for returning the product to our warehouse. Return costs are at the customer's expense, except in the case of a defective product or error on our part.
Processing time: Once we have received the returned product, we will examine it. Processing your exchange or refund request will take approximately 7 to 14 working days. You will be informed by email once your request has been processed.
Customer responsibility: It is the customer's responsibility to find out about import duties and taxes applicable in their country. In the event of refusal to pay customs duties or import VAT, and if the parcel is returned to Virgo Move, the return costs will be deducted from the refund of the order.
3. Product exchange
Exchange conditions: If you wish to exchange your product for another model, color or size, please indicate this preference when making your request. The exchange will be made subject to availability of the desired product.
Additional charges: If the exchanged product is of a higher value than the original item, the difference in price must be paid before the new product is dispatched. If the exchanged product is of a lower value, the difference will be refunded.
4. Refunds
Method of refund: Refunds will be made via the same method of payment used for the original purchase, unless otherwise agreed by us.
Refund period: Once your return has been validated, the refund will be made within 7 to 14 working days. A confirmation email will be sent to you.
5. Exclusions
Products on special offer or on clearance, except in the case of manufacturing defect or delivery error on our part, are neither exchangeable nor refundable.
6. Defective product or delivery error
If you receive a defective product or if the item delivered does not correspond to your order, please contact us immediately at contact@gmail.com. We will organize the return of the product and offer you a replacement or a full refund.
7. Customer responsibility for delivery
If the return is at the customer's expense, the customer is responsible for any damage or loss incurred during transport of the returned product. We recommend that you use a trackable delivery service to ensure that your return is received correctly.