Refund policy

Cancellations
Order cancelations for custom order products must be made within 48 hours of purchase.  After that if you request a cancelation, it will incur a 15% restocking fee, per extra 24 hours after the original purchase time. (ie: canceling 5 days after your initial order time: 3 days X 15%/day = 45% restocking fee).  Canceling orders from items listed from an "Outside Vendor" is not possible, but returns can be made on a case by case basis.

Returns
We do not accept returns or exchanges for custom order products.  Exceptions made be made on a case by case basis (ie: if the item received is damaged or defective).  For returns and exchanges, you must contact us within 3 days of delivery.  Items being sent back must be in the same condition as you received it, unworn and in it's original packaging.  The item must be shipped back to us with tracking, and marked as shipped within 7 days of delivery.  Otherwise we don’t guarantee that we will receive your returned item.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, unless they arrive damaged or defective.  We do not accept returns or exchanges for products that are: custom or personalized items, intimate or sanitary goods, gift cards, downloadable software products, health and personal care items.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

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

Refunds (if applicable)
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 a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at: virtuosew@hotmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at virtuosew@hotmail.com and send your item to: 195 Second Ave, Moncton NB E1C7Y5, Canada.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 195 Second Ave, Moncton NB E1C7Y5, Canada

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping and/or customs fees, import taxes, duty charges, 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.