Returns & Replacements
We guarantee 100% satisfaction.
We hope you love our products as much as we do.
If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or refund within 14 days of receiving the order via our return portal on the right-hand side of the website.
Please note that the following conditions apply:
- Sale items are eligible for exchange only if we have other sizes in stock.
- You are responsible for paying to return the item(s) to our fulfillment center. Please note, that we don´t supply prepaid return labels. Nevertheless, there is no additional charge when we ship your exchange items to you.
- Shipping charges are not refunded when you return an item.
- Items must be in new, unused and resalable condition. Clothing items must have tags attached to be returnable and in their original product bags.
- Please allow us 3-4 business days after reception of your returned item(s) for processing.
- After accepting the return and receiving the product(s), we will inform you and exchange the product(s) as mentioned in the notes in your return request.
- There is no additional charge when we ship your exchange item(s) to you.
- If we do not have your requested exchange item on hand, we may issue a refund for your returned merchandise instead. We will make every effort to fulfill exchange requests whenever possible.
- We are not able to fulfill exchange requests if the exchange item requested costs more than the item being returned. Because we do not store our customers' credit card information on file, we are unable to charge your card for any difference in price.
- We can only process exchanges for like-quantities. For example, if you return (1) T-shirt, we cannot process an exchange for (2) T-shirts, even if the total merchandise value is the same.
- After accepting the return and receiving the product(s), we will refund the purchased amount to your account.
- We refund the credit card used with the purchase to prevent credit card fraud.
- Please send us an email with your order number and the product name.
- Attach some pictures of the damage.
- Write "Damaged" on the parcel if the product needs to be sent back.
- Inform us via our Return portal in our EU website or at https://eu.virusintl.com/a/returns about the item(s) you would like to return and the reason (Exchange/Refund/Damage). For that, you must indicate your order number (without #) and email address.
- For exchanges, please write in the "Notes" the needed information (size, color, etc.).
- After having accepted your request, our below return instructions will be then sent to you by email. Please follow carefully all the steps for sending your package:
- Securely pack your merchandise. We are not responsible for items that are damaged while in transit to our fulfillment center.
- Make sure to pack the item in the right product bag.
- Enclose the return note together with the product. If you miss it, please include a copy of the invoice or reference to the order number.
- Make sure to secure a tracking number or delivery confirmation number for your shipment in the case that the package is not received by our fulfillment center.
- Don´t send your parcel to a pick-up service point but to the below address.
- Return address:
Attn: VIRUS Intl. Europe