Return policy
Refunds and Returns Policy
1. Eligibility for Return or Exchange
Withdrawal period: You have a period of 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 its accessories, manuals and original packaging. Any damaged, used product, or showing 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 at contact@virgomove.com, specifying your order number and the reason for the return or exchange.
Product shipment: After approval of your request, we will provide you with a return label or specific instructions to return the product to our warehouses. Return shipping costs are the responsibility of the customer, except in the case of a defective product or an error on our part.
Processing time: After receipt of the returned product, we will examine it. The processing of your exchange or refund request will take approximately 7 to 14 business days. You will be informed by email once the processing is completed.
Customer responsibility: It is the customer's responsibility to inquire about applicable taxes and import duties in their country. In case of refusal to pay customs fees or import VAT, and if the package is returned to Virgo Move, return shipping costs will be deducted from the order refund.
3. Product Exchange
Exchange conditions: If you wish to exchange your product for another model, color or size, please indicate this preference in your request. The exchange will be made subject to the availability of the desired product.
Additional costs: If the exchanged product is of a higher value than the original item, the price difference must be settled before the new product is shipped. If the exchanged product is of a lower value, the difference will be refunded to you.
4. Refund
Refund method: Refunds will be made via the same payment method used for the initial purchase, unless otherwise agreed by us.
Shipping costs: Shipping costs are not refunded, except in the case of a defective product or an error on our part.
Refund period: Once your return is validated, the refund will be processed within 7 to 14 business days. A confirmation email will be sent to you.
5. Exclusions
Promotional or clearance products are neither exchangeable nor refundable, except in the case of a manufacturing defect or a delivery error on our part.
6. Defective Product or Delivery Error
If you receive a defective product or if the item delivered does not match your order, please contact us immediately at contact@virgomove.com. We will arrange for the return of the product and offer you a replacement or a full refund.
7. Customer Responsibility During Delivery
In cases where the return is at the customer's expense, the customer is responsible for any damage or loss incurred during the transport of the returned product. We recommend using a tracked delivery service to ensure proper receipt of your return.
8. Consumer Mediator Contact Details
CM2C
49 rue de Ponthieu
75 008 PARIS
Tel : 01 89 47 00 14
Website : https://www.cm2c.net/declarer-un-litige.php
Email : litiges@cm2c.net
