Refund policy

At Virtura, we want you to be completely satisfied with your purchase. If you are not, we are here to help.

Cancellation

You can cancel your order free of charge until it ships. Custom orders can be cancelled until production starts.

Right of withdrawal – EU, EEA & UK customers

You have 14 days from delivery to withdraw from your purchase without giving any reason. To do so, simply email us at virturashop@gmail.com with your order number. Please send the item back within 14 days of telling us.

We will refund all payments received from you, including standard shipping costs, within 14 days of receiving your withdrawal request. We may withhold the refund until we have received the item back. Return shipping costs are paid by the customer. If the item has been used beyond what is necessary to examine it, the refund may be reduced accordingly.

Other countries (including Switzerland)

Return requests must be made within 24 hours of delivery. The item must be unused, in the same condition as received and in its original packaging. Items on sale and returns because of the chosen size are not eligible – all product dimensions are clearly shown on our website.

Custom / personalized products

Custom and personalized products are made specifically for you and cannot be returned, cancelled or modified once production has started, unless they arrive damaged or defective.

Damaged, defective or wrong item

If your item arrives damaged, defective or is not what you ordered, email us within 24 hours of delivery with photos or a video and we will send you a free replacement or refund you. This does not affect your statutory warranty rights (2 years in the EU and UK).

Refunds

Approved refunds are made to your original payment method.

Contact

If you have any questions about our refund policy, contact us at virturashop@gmail.com.