Refund policy
At Virtura, we want you to be completely satisfied with your purchase. If you are not satisfied, we’re here to help.
Returns
Customers have 14 days from the date of purchase to request a cancellation before their order enters production or has been shipped.
Once an order has entered production or has been shipped, the following return policy applies:
You have 24 hours after receiving your package to request a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Non-returnable items:
- Custom or personalized orders
- Items on sale
- Orders returned because the selected size is not suitable. All product dimensions are clearly displayed on our website, and customers are responsible for verifying and measuring the appropriate size before placing an order.
To initiate a return, please contact us at virtura.shop@gmail.com with your order number and reason for return within 24 hours after receiving your package.
Refunds
Customers may request a refund within 14 days of purchase only if the order has not yet entered production or been shipped.
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5–10 business days.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Exchanges
We only replace items if they are defective, damaged, or if we have made an error with your order. Exchanges based solely on a change of mind or because a different size is preferred are not accepted.
If you need to exchange an item due to a manufacturing defect or an error on our part, please contact us at virtura.shop@gmail.com.
Contact
If you have any questions about our refund policy, please contact us at virtura.shop@gmail.com.
Important: Because custom products are made specifically for each customer, once production has started, orders cannot be cancelled, refunded, or modified.