At VIRTUE Shop, we approach your satisfaction with the same scientific precision we apply to our hair care formulations. We understand that finding the perfect products for your specific hair type—whether you have Bouclés, Crépus, Ondulés, or Frisés hair—is essential to your hair care journey.

If our products don’t meet your expectations, we’re here to help with a straightforward returns and exchanges process designed with your convenience in mind.

Key Policy Highlights

  • Return Window: 15 days from delivery date
  • Condition: Products must be unused and in original packaging
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Processing: 5-7 business days after we receive your return

Our Return & Exchange Process

1

Initiate Your Return Request

Within 15 days of receiving your order, contact our customer care team at [email protected] with the following information:

  • Your order number
  • Product(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange
2

Wait for Authorization

Our team will review your request and email you a Return Authorization Number within 24-48 hours. Please do not ship items back without this authorization.

3

Package Your Items

Securely package the unused products in their original packaging, including all components for Kits & Sets. Include a copy of your order confirmation or the return form we provide.

4

Ship Your Return

Ship your package to our fulfillment center at:

VIRTUE Shop Returns
210 Long Hill Court
Pasadena, US 21122

We recommend using a trackable shipping service and retaining your proof of postage.

Return Request Template

To streamline your return process, you can use the following template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear VIRTUE Shop Customer Care Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Order Date: [Order Date] Products I wish to return/exchange: – [Product Name 1] – [Reason for Return] – [Product Name 2] – [Reason for Return] I would prefer: [Refund / Exchange for (specific product)] My hair type is: [Bouclés/Crépus/Ondulés/Frisés/Other] Please send me the Return Authorization Number and further instructions. Thank you, [Your Full Name] [Your Email Address]

Refunds & Processing Time

Once we receive and inspect your returned items:

  • Refund Processing: 5-7 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Exchange Processing: We’ll ship your replacement product within 1-2 business days after receiving your return

Please note that your bank or payment processor may require additional time to post the refund to your account.

Non-Returnable Items

To ensure the safety and hygiene of all our customers, the following product categories cannot be returned or exchanged:

  • Opened Bodycare products – For health and safety reasons
  • Used Hair treatments – Once opened, we cannot resell these specialized formulations
  • Fragrance Free products that have been unsealed
  • Dry shampoo cans that have been activated
  • Any product not in its original condition or missing protective seals

International Returns

As we serve customers globally (excluding Asia and certain remote regions), international returns follow the same policy. Customers are responsible for return shipping costs and any customs fees associated with the return.

Need Assistance?

Our customer care team is here to help with any questions about returns, exchanges, or finding the perfect products for your hair type.

Email: [email protected]

Address: 210 Long Hill Court, Pasadena, US 21122

Response Time: Typically within 24 hours

Thank you for choosing VIRTUE Shop. We’re committed to ensuring your complete satisfaction with both our products and your shopping experience.