Refund policy

Returns Policy

If you are unsatisfied with your product for any reason you will have 14 days from the date of delivery to return the product and request a refund. You may return any Product (as defined below) purchased on virtore.com in accordance with the terms below:

A return authorization must be requested within 14 days of your date of delivery. You must contact us at support@virtore.com to request and receive an RMA (Return Mail Authorization).
Describe in the email the reason for the return, the purchase number and all the information you deem necessary. Attach some photos and videos to help our team analyze the return authorization.

Eligibility: Returned Product(s) must be in good physical condition (not physically broken or damaged). All accessories originally included with your purchase must be included with your return. The item must be in new and unused condition, with all original tags and packaging intact. Items that have been worn, washed, or altered are not eligible for return.

Return Process: To initiate a return, customers must contact our customer service team at support@virtore.com with their order number and reason for return and additional information as described above. The customer service team will provide a Return Mail Authorization number (RMA#) and instructions for shipping the item(s) back to us. Customers are responsible for the cost of return shipping.

Once an RMA is received please return the item to the address provided in the email, and email us back with the RMA and the tracking# so we can track your return.
Please do not return your purchase to the manufacturer, otherwise we will not be responsible for the return or the item.
Customers are responsible for the cost of return shipping.

Refunds: Once we receive the returned item(s), we will inspect them to ensure they meet our eligibility criteria. If the item(s) are eligible for return, we will issue a refund to the original payment method within 10-15 business days. Customers will receive an email confirmation once the refund has been processed. Please note that shipping fees are non-refundable.


Damaged or Defective Items:
If an item arrives damaged or defective, customers should contact our customer service team within 4 days of delivery.


Additional terms and conditions:
Shipping and handling charges, gift wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable.

You are responsible for and must prepay all shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to virtore.com.

If you return product to virtore.com (a) without a return authorization from virtore.com or (b) without all parts and accessories originally included with your purchase, virtore.com retains the right to either refuse acceptance of such return or charge you a restocking fee of 35% of the original price of the Product(s) or the retail value of the missing parts and accessories, whichever is higher.

If the product is inspected and determined to be in good physical condition, virtore.com retains the right to charge you a 30% restocking fee. This fee is to cover the cost of labor and repackaging a product that is found to be in good condition.

For orders with discount applied for bulk purchases: (Example: 25% off purchases over $199), In the case of returning only a portion of the order, product exchanges will only be accepted for the same product, following the rules in the return policy page. Returns are not accepted for only part of the order.

Non-returnable:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
- Refunds (if applicable)
- Orders with discount applied for bulk purchases
- Please do not return your purchase to the manufacturer, otherwise we will not be responsible for the return or the item.
- Shipping and handling charges, gift wrap fees, and taxes paid

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Please do not send your purchase back to the manufacturer.


There are certain situations where only partial refunds are granted (if applicable):
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.


Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@virtore.com.



Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges (if applicable):
At this time, we do not offer direct exchanges. Customers must return the unwanted item(s) for a refund and place a new order for the desired item(s).
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@virtore.com.com and we will provide you further instructions on where to return the item for an exchange. Please note that we cannot accept exchanges beyond 14 days from the date of delivery.


Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Policy Changes:
We reserve the right to modify or update this return policy at any time. Any changes will be communicated on our website or through other appropriate channels.

Still have questions about your return? Contact customer service at support@virtore.com