Refunds and Returns Policy – Virgo Move

1. Eligibility for returns or exchanges

In accordance with Articles L221-18 to L221-28 of the French Consumer Code, the customer has 14 days from receipt of the product to exercise their right of withdrawal and request an exchange or refund.

To be eligible for a return, the product must be returned in its original condition: 

• strictly new, 
• unused and unworn, 
• with no signs of use or wear,
• free of odors,
• with all its accessories and instructions,
• in its original packaging (fabric cover + original shipping box),
• all packed in a sturdy, clean and new cardboard box.

Any damage, wear or use beyond the handling necessary to establish the nature, characteristics and proper functioning of the product excludes the right to a refund or exchange, in accordance with Article L221-23 of the French Consumer Code.

Valid proof of purchase (invoice or receipt) is required for any return, exchange or refund request.

2. Return or exchange process

Any return or exchange request must be sent to customer service at contact@virgomove.com, stating:
> the order number,
> the reason for the return. 

Once the request has been approved, Virgo Move will send the customer the necessary return instructions, including a return label where applicable.

Except in the case of a defective product, a delivery error attributable to Virgo Move or a size exchange, return shipping costs are borne by the customer. Once the product has been returned and received, its condition is inspected. An exchange or refund is generally processed within 7 to 14 business days, and the customer is informed of the outcome of their request by email.

For orders delivered outside the European Union, the customer remains responsible for paying any VAT, local taxes or customs duties applicable in their country. If the customer refuses to pay these charges and the parcel is returned to Virgo Move, the return shipping costs may be deducted from the amount refunded.

3. Product exchange

A product may be exchanged for another model only if the size does not fit, subject to availability. If the replacement product is of higher value, the customer must pay the difference before it is shipped. If it is of lower value, the difference will be refunded.

4. Refunds

Refunds are issued using the same payment method as the one used for the original order, unless expressly agreed otherwise. Original shipping costs are not refunded, except in the case of a defective product or a delivery error attributable to Virgo Move.

In accordance with Article L221-24 of the French Consumer Code, the refund is issued no later than 14 days after the return has been received and approved. A confirmation email is sent to the customer once the refund has been issued.

5. Exclusions

Certain products cannot be returned or refunded. These include, in particular, products sealed for hygiene or safety reasons once they have been opened, as well as personalized products, in accordance with Article L221-28 of the French Consumer Code.

Products on sale or clearance remain subject to the same return conditions as standard products.

6. Defective product or delivery error

If the customer receives a product that is defective or does not match the order, they should contact contact@virgomove.com immediately. Virgo Move will then arrange for the return of the product at its own expense and offer, at the customer's choice, a replacement or a full refund, in accordance with the applicable legal warranties.

7. Customer responsibility during the return

When the return is at the customer's expense, the customer remains responsible for any damage or loss occurring while the returned product is in transit. We strongly recommend using a tracked and insured shipping service to ensure that the parcel is properly received by Virgo Move.