Refund policy

 

All items that are purchased from the LAST CHANCE or that are purchased for 50%+ off MSRP (including orders that used a discount code), are FINAL SALE. Those orders and items are not eligible for a refund but returns, exchange or store credit is allowed if customers opt into REDO at checkout. 

**All customizations (VIRUS ID) are FINAL SALE. After 24 hours from when the order was placed, no more edits can be requested.

If you are unsatisfied with your purchase, or there is a defect, or if the wrong item was received, you may return the qualifying, unused item(s) for a refund, exchange, or store credit within 30 days after the order has been placed, through our Re:do return portal.

We offer returns, exchanges or store credit via the Re:do return portal. Checkout with Re:do to get free shipping on unlimited returns on all eligible items in your order (available currently for domestic USA, CAN and UK customers ONLY).

Why opt into REDO? Not only does it provide extra package protection, but even if you buy a final sale item, you still get the option to exchange that item for something else or store credit. Shop with ease of mind, you won't be stuck with anything you're not happy with! All final sale items are not eligible for refunds - only store credit if there are defects, damages, or if you opted into REDO. Items that are not eligible for refunds are those purchased from the Last Chance section, VIRUS ID, purchased for 50% off or more, or are outside of the 30 days window from the delivery date.

About Re:do: We work with Re:do to provide easy and convenient options for any returns, exchanges, or store credit inquiries. Simply check the Re:do box at checkout and pay a fee per order to secure free unlimited returns for eligible items in your order (available to domestic USA customers only). If you choose not to checkout with Re:do, then you will be responsible for purchasing your own return label at your local courier of choice, or you can simply purchase a label through Re:do who provides discounted shipping rates. 

If you purchased REDO protection at checkout:

  • Returns for refund:

    • You can send items back for a refund to your original payment method.

    • An $8 restocking fee will be deducted from your refund to cover inspection, repackaging, and processing.

  • Exchanges or store credit:

    • Redo covers your return shipping label for free to send back to us.

    • You are responsible for shipping costs on your new item(s).

    • As a thank‑you for choosing an exchange or store credit instead of a refund, you get a 10% bonus to the value of the items you return, applied as store credit toward your new purchase.

If you did NOT purchase REDO at checkout:

  • Returns for refund:

    • You can send items back for a refund to your original payment method.

    • An $8 restocking fee will be deducted from your refund to cover inspection, repackaging, and processing.

    • You are responsible for the cost of shipping the items back to us.

  • Exchanges or store credit:

    • Restocking fee is waived but you are responsible for shipping costs both ways - sending your items back to us and shipping the new item(s) to you.

    • When you choose an exchange or store credit instead of a refund, we’ll still give a 10% bonus to the value of the items you return, applied as store credit to your new purchase.

When we waive restocking & shipping fees:

  • If your item is damaged, defective, or we shipped the wrong product, we’ll cover the return shipping and you will not be charged any restocking fee. We’ll exchange or refund you in full once we verify the issue.

Prepaid return labels are not provided for the following: International orders, Guam, Puerto Rico, and any non-domestic US territories. But these customers can still use the Re:Do portal to track order information. 

Please note that the following conditions apply:

  • Once you have processed your return through the Re:do Returns Portal, your return will be completed as soon as it has been dropped off at the USPS location nearest you or marked as "delivered" at our returns center (We suggest keeping your tracking number so you know when we receive the item(s)).
  • Original shipping charges are not refunded.
  • Items must be in new, clean and unused condition. Clothing items must have tags attached to be returnable and items CANNOT have any alterations or damages.
  • Securely pack your merchandise. We are not responsible for items that are damaged or lost while in transit to our fulfillment center.
  • Within 14 days of obtaining the return label, drop off the package to the nearest carrier, USPS if you use Re:do.
  • Once the package has been processed, we will send you an email notification containing the refund receipt or store credit code.
  • For International customers, for any items eligible for return, the customer is responsible for paying the return label fee to return the product to the United States - if it is an exchange, VIRUS will re-ship the new item for free but the customer still needs to pay for the label to return the garment back. For any damages, customers must submit proof to help@virusintl.com and our team will go through each situation on a case by case basis. 

    For any other unresolved questions, please contact help@virusintl.com.