Return & Refund Policy
Company Name: Chongqing Zhixi Traceability E-Commerce Co., Ltd.
Email: service@virexaia.com
At Virexaia™, we want every customer to feel confident when shopping with us. If your purchase does not meet your expectations, this policy explains our return process, refund procedures, and related conditions.
1. Return Period & Eligibility
We offer a 30-day return window. Customers may request a return within 30 days after receiving their order.
To qualify for a return, the item must meet the following requirements:
✔ The product is in its original condition
✔ The item has not been used, damaged, or altered
✔ Original packaging and accessories are included
✔ Proof of purchase or order information is provided
Items that do not meet these conditions may not be accepted for return.
2. How to Request a Return
To begin the return process, please contact our customer support team:
Email:
service@virexaia.com
Please provide:
- Order number
- Reason for return
- Photos or additional details if there is a product issue
Once your request has been reviewed and approved, we will provide return instructions.
⚠️ Please do not send products back before receiving return authorization. Unauthorized returns may not be processed.
3. Damaged, Defective, or Incorrect Items
We carefully inspect and prepare every Virexaia™ order before shipment. However, if your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue quickly:
✔ Contact us after receiving your package
✔ Include photos of the product and packaging if applicable
✔ Describe the problem clearly
Our team will evaluate the situation and provide an appropriate solution, such as replacement assistance or other support options.
4. Items Not Eligible for Return
Certain products cannot be returned due to their nature, including:
- Customized or personalized items
- Products that have been used or modified
- Items without original packaging
- Clearance or final-sale products
- Gift cards
- Products restricted by hygiene or safety considerations
Shipping charges paid during checkout are generally non-refundable.
If you are uncertain whether your item qualifies, please contact us before submitting a return request.
5. Product Exchanges
Currently, we recommend the following process for exchanges:
- Request a return for the original item
- Complete the return process after approval
- Place a new order for the desired replacement product
This allows you to receive the replacement item more efficiently.
6. European Union Customers – 14-Day Right of Withdrawal
For orders delivered to the European Union, customers may have the right to cancel or return their purchase within 14 days after receiving the product, without providing a specific reason.
Returned items must:
✔ Remain unused and in original condition
✔ Include original packaging and accessories
✔ Include proof of purchase
This right applies in addition to other return protections required under applicable EU consumer regulations.
7. Refund Process
Once your returned item arrives and passes inspection, we will send a confirmation regarding your refund status.
If approved:
✔ Refunds will be issued to the original payment method
✔ Processing may take up to 10 business days
✔ Additional processing time may be required by your bank or payment provider
If you have not received your refund after the processing period, please contact us at:
8. Return Shipping Information
A return must be approved by Virexaia™ before any item is shipped back.
After approval, our team will provide the necessary return instructions and shipping details.
Please ensure all returned items are securely packaged to prevent damage during transit.
Thank you for choosing Virexaia™.
We appreciate your trust and are committed to providing thoughtful products and dependable customer support throughout your shopping experience.
