Return Policy
Returns
We only accept returns of unused items within 30 calendar days of the date they were delivered.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please include all pieces of the order you wish to return including any parts deemed faulty. We must be notified of any faulty items within 7 days of delivery.
Several types of goods are exempt from being returned:
- Gift cards
- Downloadable products
- Clothing without original packaging/labels/original condition
To begin the return process please email service@virtualrun.com with the following:
- Full name (as placed on order)
- Order number
- Address
- Item(s) and reason for return
Please do not send any items back to us without notification as this cannot be tracked or identified.
-There are certain situations where only partial refunds are granted (if applicable)
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-10 working days depending on your bank.
Return Shipping:
Once your return has been processed you will receive an email containing your shipping label. Please print this off and attach this to your return package. You must write the tracking number and order number on the outside of your return parcel for this to be valid. Please make sure this is easily visible. Failure to do so will result in your return being void as the package can not be identified.
Replacements:
Virtual Run are happy to replace any incorrect items as long as notified within 7 days of delivery via email.
You will be responsible for paying for your own shipping costs for returning the item (unless the item is deemed incorrect or faulty). Original shipping costs are also non-refundable. If you decide to use our trackable returns label, $5 will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you decide not to use our shipping label and are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item. You must also write the tracking number and order number on the parcel of your return.
