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Refund & Returns Policy
Refund & Returns Policy
Last updated: 10/11/2025
Thank you for shopping with Virgilious Online (www.virgiliusonline.co.uk). We aim to ensure every customer is completely satisfied with their purchase. If you are not happy with your order, we’re here to help.
1. Your Right to Cancel (Cooling-Off Period)
1. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your online order within 14 calendar days of receiving your goods for any reason and receive a full refund.
To exercise this right, you must notify us in writing within 14 days of receiving your items. You then have a further 14 days to return the goods to us.
You can notify us by emailing:
info@virgiliusonline.co.uk
Please include your order number and the item(s) you wish to return.
2. Returns Eligibility
To qualify for a refund or exchange:
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Items must be unused, unopened, and in original packaging.
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Any seals, hygiene strips, or protective films must be intact.
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You must include proof of purchase (order number or receipt).
Returned items that do not meet these conditions may not be eligible for a refund.
3. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of receipt with your order number and photos of the issue.
We will arrange a replacement, exchange, or full refund including any shipping costs incurred.
3. Items Excluded from the Right to Cancel
For hygiene, health protection, or safety reasons, the following items cannot be returned or refunded once opened, used, or unsealed — unless they are faulty or incorrectly supplied:
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Hair brushes, combs, and razors
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Hair extensions, wigs, or hairpieces (if packaging has been opened)
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Shaving tools, trimmers, or grooming accessories once used
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Cosmetics, skincare, and personal care products once opened or tested
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Piercing or intimate items
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Gift cards or downloadable digital products
If you are unsure whether your item qualifies, please contact us before returning it.
4. Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged, or incorrect product, please contact us within 7 days of delivery with your order number
and photos of the issue.
We will offer a replacement, exchange, or full refund, including the cost of return shipping if the fault is confirmed.
6. Refund Process
5. How to Return an Item
To initiate a return, please email:
info@virgiliusonline.co.uk
Include:
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Your order number
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Details of the item(s) you wish to return
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The reason for return
Once approved, we will provide return instructions and a return address.
Unless the item is faulty or incorrectly supplied, you will be responsible for the return postage costs.
We strongly recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.
Once we receive and inspect your return, we’ll notify you by email that we’ve received your item and whether your refund is approved. Approved refunds will be issued to your original payment method within 14 days of us receiving the returned goods. If your return is rejected (e.g., item used or packaging unsealed), we will notify you and arrange for the item to be returned to you.
7. Exchanges
We can only exchange items if they are faulty, damaged, or incorrect. If you’d like the same product replaced, please email us before returning the item to confirm stock availability.
8. Late or Missing Refunds
If you haven’t received your refund after 14 days of approval: Check your bank account again. Contact your payment provider (some take longer to process refunds).If you’ve done all this and still haven’t received your refund, please email us at info@virgiliusonline.co.uk.
9. Our Contact Information
Virgilious Online
info@virgiliusonline.co.uk www.virgiliusonline.co.uk
Registered in the United Kingdom
10. Summary of Your Legal Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013. You have the right to goods that are as described, fit for purpose, and of satisfactory quality.