Refund policy

Refund & Exchange Policy

This Refund & Exchange Policy ("Policy") is effective from 1 January 2026 ("Effective Date").

This Policy has been framed in line with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws of India. It sets out, clearly and in one place, how Virgous handles returns, exchanges, store credit and refunds for products bought from virgous.in.

Virgous is committed to dealing with every Customer fairly and transparently. This Policy is intended to give Customers certainty about their rights before they buy, while protecting Virgous against misuse of the returns process.

1. Definitions

In this Policy, unless the context requires otherwise:

• "Virgous", "we", "us" or "our" means Virgous, the brand operating virgous.in.
• "Customer" or "you" means any person who places an order on virgous.in or any other sales channel authorised by Virgous.
• "Product" means any apparel, accessory or merchandise sold under the Virgous brand.
• "Return Request" means a request raised by the Customer, within the time allowed under this Policy, to return or exchange a Product.
• "Exchange" means the replacement of a returned Product with the same Product in a different size.
• "Store Credit" means a unique, non-transferable, single-use code issued by Virgous in place of a monetary refund, redeemable only on virgous.in.
• "Return and Restocking Fee" means the fee of ₹250 described in Clause 7.
• "Statutory Refund" means a refund to the original payment method, issued only in the cases listed in Clause 8.
• "Reverse Pickup" means the collection of a returned Product from the Customer, arranged by Virgous through its logistics partner.
• "Eligible Product" means a Product that meets every condition in Clause 3.

Headings are for convenience only. Words in the singular include the plural and vice versa.

2. Order Processing

Orders are processed for dispatch within 24 to 48 working hours of payment confirmation, excluding Sundays and public holidays. Where a Product is marked as made to order or pre-order, the dispatch date shown on the product page applies instead. If dispatch will be delayed beyond the stated time, Virgous will inform the Customer in advance.

3. Eligibility for Return and Exchange

A Return Request must be raised within 5 days of delivery, by writing to support@virgous.in or by WhatsApp on +91 73857 38583 with the Order ID. A Return Request is valid only if every condition below is met.

Only one Exchange is permitted per order.

4. Products and Situations Not Eligible

A Return Request will be rejected, and the Product sent back to the Customer at the Customer's cost with no Store Credit or refund issued, where:

• the Product has been used, worn, washed or ironed, or shows stains, fragrance or tampering;
• original tags, labels, packaging or the invoice are missing;
• the Return Request is raised more than 5 days after delivery, or the Product is not handed to the courier within 3 calendar days of approval;
• the damage was caused by the Customer, including improper handling, cutting, staining, or exposure to water or chemicals;
• an Exchange has already been processed on the same order; or
• the Product was bought as "Final Sale" or during a clearance or promotional sale, unless it arrives defective, damaged or incorrect.

The following Products cannot be returned or exchanged for hygiene reasons, unless they arrive defective, damaged or incorrect: caps and headwear, socks, undergarments and innerwear, and any Product marked as non-returnable on its product page. Gift cards are not returnable.

5. Return and Exchange Process

Virgous does not send a courier for a Return Request that has not been approved. Most requests are resolved within 7 to 10 working days of being raised.

6. Wrong Product Delivered and Stock Unavailability

Wrong Product delivered. If you receive a Product that differs from your order in colour, size, design or style, report it within 48 hours of delivery with photos and an unboxing video. Once verified, Virgous will collect it at no cost and, at your choice, send the correct Product, issue Store Credit, or issue a Statutory Refund. No Return and Restocking Fee applies.

Stock unavailability. If the replacement size for an approved Exchange is unavailable, Virgous will inform you and issue Store Credit for the value of the returned Product instead, subject to Clause 7.

7. Store Credit and Return and Restocking Fee

Except where Clause 8 applies, approved returns are settled only as Store Credit. Virgous does not refund change-of-mind or size-related returns in cash, by bank transfer, or to the original payment method.

Return and Restocking Fee. A fee of ₹250 applies to every return settled as Store Credit and to every Exchange, including size exchanges, whatever the reason. For a return, it is deducted from the Store Credit. For an Exchange, it is paid by the Customer before the replacement is dispatched. The only exception is a wrong Product delivered by Virgous, for which no fee is charged.

Store Credit is issued on the following terms:

• its value equals the price paid for the returned Product, excluding original shipping charges and less the Return and Restocking Fee;
• it is valid for 180 calendar days from the date of issue, after which it expires and will not be renewed, extended or reissued;
• it is single-use, non-transferable, cannot be combined with other codes, and can be redeemed only on virgous.in;
• if a new order costs more than the Store Credit, the Customer pays the balance; if it costs less, the unused balance is forfeited; and
• it cannot be exchanged for cash.

8. Statutory Refunds

In line with the Consumer Protection (E-Commerce) Rules, 2020, Virgous will refund the amount paid to the original payment method, and not as Store Credit, where:

• the Product delivered is defective or damaged due to a manufacturing fault;
• the wrong Product was delivered and the Customer chooses a refund under Clause 6;
• the order was not delivered. If the courier partner's proof of delivery shows that the parcel was handed over at the delivery address, the order is treated as delivered and does not qualify for a refund; or
• the order could not be fulfilled, or was cancelled before dispatch.

For Cash on Delivery orders, the refund is made to a bank account or UPI ID provided by the Customer. Statutory Refunds are processed within 7 business days of approval.

9. Shipping Charges

Original shipping charges are non-refundable in all cases, except for a defective Product refunded under Clause 8, where the full amount paid, including shipping, is refunded.

10. Parcels Lost or Damaged After Pickup

Once Virgous's courier has collected a returned parcel and a tracking number is logged, the risk of loss or damage in transit passes to Virgous. If the parcel does not reach Virgous within 10 business days of pickup, Virgous will trace it with the courier partner. If it cannot be traced, Virgous will issue the Store Credit or Statutory Refund as if the Product had passed inspection, no later than 15 business days from pickup.

11. Customer Obligations

The Customer must ensure that any returned Product is unused, unwashed and unworn, free of stains, fragrance and damage, packed with all original tags, labels and packaging, sealed securely, and accompanied by a copy of the invoice. Any Product that fails these conditions will be returned to the Customer at the Customer's cost, without Store Credit or refund.

12. Grievance Redressal

In accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, Virgous has appointed a Grievance Redressal Officer:

A grievance should include your name, Order ID, the nature of the complaint and any earlier correspondence. Virgous will acknowledge it within 48 hours and aim to resolve it within 15 days. Where more time is needed, for example because a courier partner is involved, you will be told the expected timeline.

13. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to the grievance process in Clause 12, the courts at Noida, Uttar Pradesh, shall have exclusive jurisdiction over any dispute arising from it.

14. Amendments

Virgous may amend this Policy at any time. Changes take effect when published on virgous.in and apply to orders placed after that date. Orders are governed by the version of this Policy in force when the order was placed.