RETURNS & SHIPPING

How do I return goods?

 

Counting from the date your order is received, you have 15 (fifteen) working days in which to return the products ordered. Returns to shops are not accepted. Returns can only be made by adhering strictly to the procedure below. you must complete and print the Returns Slip using the returns form, and enclose it with your parcel. Connect to My Account/My offers to fill in

this form. Without this returns slip, the return will not be accepted by Virebent. Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been damaged. The returns address is shown on the returns form that you can download.

For Virebent to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items. The Customer is exclusively responsible for the cost of returning items.

If the above conditions are met, the total amount of the items returned, including VAT, will be refunded.

Your refund will take effect within thirty (30) days of receiving the items. You will be refunded by crediting the bank account used for your payment.

 

Is it possible to return my item or/and get reimbursed at the store?

No, items can only be returned following the procedure described above.

 

Can I pick up my order in the store?

 Orders placed on our website are shipped from our logistics center, so you cannot pick up your order in the store.

 

Have you received my returns?

 You will receive an email as soon as your parcel is received at our logistics center. If you have not received an email confirming receipt within 10 days of returning your items, please contact the Customer Service Department and we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

 

What should I do if my parcel is damaged on arrival?

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may either: refuse the parcel, in which case it will be returned straight to our logistics center: or ask for it to be delivered to your post office so that you can open it in the presence of an authorized officer.

If your parcel has been accepted by an unknown third party, you can fill in the Post Office contact form. A customer advisor will look into your request and you will be sent a response within 2 working days. In any case, you may not accept the parcel whilst expressing reservations.

 

My item has a fault

 

Virebent pays particular attention to the quality of its products. However, should you find any fault despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund. Please follow the returns procedure and state the reason for returning.

If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will be at our expense.

 

Where is my order?

 You can follow your order in your customer account as soon as your order is given to the carrier.

Your tracking number will also be sent to the email address you gave for the subscription.

If you can not find this tracking number, or if you can not follow your order, contact our customer service which will give you the information you need.

 

Has my order been taken into account?

 On acceptance of your payment, you are redirected on our website to a screen of your order confirmation. Then a few minutes after, you will get an email confirmation summarizing the details of your order.

If you do not receive this email, please contact our Customer Service indicating the time, date and amount of the order. We will then confirm if the order has been properly taken into account or if it is necessary to validate it.

 

Can I buy a product that is no longer available?

 We only sell products that are available in stock. Contact our Customer Service to find out where to buy this item: in stores, or on our website after a certain period. We will take your information to contact you when the product becomes available again.

 

I still have not received my order, is this normal?

 First, check that your order has been taken into account: after the acceptance of your payment, you should have received an email order confirmation.

An email was sent to inform you of the shipping of your order. If after 10 days you have not received any notice of transit by the Post Office in your mailbox, contact Customer Service.

 

I want to order in large quantities, what do I do?

 You can contact Sales Management of Virebent at the following address: commercial@virebent.com.

 

Can I change/cancel my order?

 To ensure timely delivery, we prepare and ship your order within hours of confirmation of your cart, therefore we cannot change your order.