Refund & Returns Policy

We want every customer to feel confident ordering Virdexis. This page explains how returns and refunds are handled for orders placed through the official Virdexis Germany website. Your statutory consumer rights under German and EU law, including the 14-day right of withdrawal for distance purchases, apply to your order in addition to this policy.

1. Where to Request a Refund

Because all orders are processed and fulfilled by the official Virdexis Germany website, refund and return requests are handled by the support team attached to your order. The fastest route is to contact us first by email, Telegram or WhatsApp with your order details, and we will either resolve the issue directly or connect you with the order support team that can process it.

2. 14-Day Right of Withdrawal (EU Consumers)

If you ordered as a consumer within the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise this right, notify us of your decision within that window using the contact details below, and return the product in accordance with the instructions you receive. Unopened products in their original, resalable packaging qualify for a full refund of the purchase price.

3. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery with your order number and, where possible, a photo of the item and packaging. We will arrange a replacement or a full refund, including any applicable shipping costs, at no extra cost to you.

4. How Refunds Are Processed

Approved refunds are issued to the original payment method used at checkout. Processing typically takes 5 to 10 business days after the return is received or the refund is approved, depending on your bank or payment provider. Original shipping charges are non-refundable except where the return results from our error or a defective product.

5. Non-Refundable Situations

• Opened or partially used bottles, unless the product is defective;
• Orders returned without prior notification or beyond the stated windows;
• Products purchased from unauthorised resellers or third-party marketplaces;
• Requests made without an order number or proof of purchase.

6. Cancellations

If you need to cancel an order that has not yet shipped, contact us as soon as possible and we will do our best to stop it before dispatch. Once an order has shipped, please use the return process described above instead.