Refund policy

Return and Refund Policy

Overview

Our return and refund terms differ depending on whether your order is an individual consumer order or a bulk business (B2B) order. Please review the sections below carefully, as different conditions apply.

Individual Consumer Orders (1–5 Units)

We offer a 1-year return policy for individual consumer purchases, which means you have 365 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be in its original packaging

  • You must provide a receipt or proof of purchase

To start a return, contact us at contact@thevirtusproject.com.
Returns must be sent to the following address once approved:

79 Butterwick Fields
Horwich
Bolton
BL6 5GY
United Kingdom

Items sent back without prior return approval will not be accepted.

Refunds

If your return is approved, you will receive either:

  • A full refund to your original payment method, or

  • A replacement, if requested

Refunds are processed within 10 business days after inspection. If more than 15 business days have passed since approval, please contact us.

Damages and Issues (All Orders)

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can assess and resolve the issue.

Exchanges (Individual Orders Only)

The fastest way to receive a different item is to return your original purchase (if eligible) and place a new order once the return is accepted.

Business and Bulk Orders (UK B2B Only – 6+ Units)

Definition of Bulk Orders

For the purposes of this policy, a Bulk Order is defined as any order of 6 units or more of a product. All bulk orders are treated as business-to-business (B2B) transactions.

No Returns or Refunds

Bulk and B2B orders are final and non-refundable once delivered. We do not accept returns for:

  • Used or partially used items

  • Opened, damaged, or worn packaging

  • Normal wear and tear

  • Overstock, unsold inventory, or changes in business demand

This policy exists due to the nature of bulk commercial purchasing and inventory handling.

Manufacturer Defect Replacement (6-Month Coverage)

For bulk B2B orders, we offer a replacement-only warranty for manufacturer defects:

  • Replacement coverage applies for up to 6 months from the delivery date

  • The remedy is limited strictly to replacement of defective units only

  • Refunds, credits, or returns are not available for bulk orders

Defects caused by misuse, handling, storage, or normal wear are excluded.

European Union Orders (Individual Consumers Only)

If you are an individual consumer located in the European Union and your order is not a bulk order (1–5 units), you have the right to cancel or return your order within 14 days of delivery, without providing a reason.

Returned items must be:

  • Unused and unworn

  • In original packaging

  • Accompanied by proof of purchase

EU cooling-off rights do not apply to bulk or business orders.

Contact

For any questions regarding returns, refunds, or replacements, contact us at:
contact@thevirtusproject.com