We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@virginautouk.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@virginautouk.com.

 Note: Item(s) must NOT be returned to the address on the package you received. That is not our return address and will affect the processing of your return.

Damages and issues
After receipt of shipment, if it happened any following issue, please contact our Customer Service department within 48 hrs.

1. Inspect all packages for damage or shortages immediately upon delivery. In the event that there is either visible or concealed damage, simply accept the package, but have a notation made on the carrier delivery receipt. In order to file a damage claim, our Customer Service department must then be contacted within 48 hrs, and you are able to provide reasonable proof of issues.

NOTE – The carriers require that the original box and packaging material be retained. No claim can be filed without them.

2. If you received the faulty, damaged or incorrectly shipped items which is caused by vizodream.co.uk, we will allow a return to our warehouse for a refund and/or an exchange.

Once we receive the item, we will refund or resend for free a replacement at our expense.

3. If the customer has ordered wrong product or simply wants to exchange the item, we can also allow a return.

The customer is responsible for the shipping fee for an exchange, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products), any product not in the original condition or manufacturer’s packaging. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (without original shipping fee) on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@virginautouk.com

Order Cancellation
Your order will be fully refunded before shipment，Please submit a help ticket from Contact Us if you decide to cancel the order. If the order have already been shipped，We will NOT accept order cancellation request in principle,  please apply for return after arrival.

We recognize that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, vizodream may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.