Our Return Policy.
Our Promise
Shop it, buy it, try it! Also check our sizing guides for help. What doesn’t fit you can be returned within 14 days of receipt! As it’s completely understandable that you need to try things on, we will take back your order if it doesn’t fit. We are happy to reimburse you for your returned, unworn items.
The satisfaction of our customers is at the heart of our priorities. We aim to offer customer service tailored to your needs, making your shopping experience even more enjoyable. One less thing to worry about!
1 year warranty: Our swimwear is meant to last. In case you receive an item that doesn’t last longer than one year from date of receipt, we will offer a free of charge repair or exchange, based on the issue at hand.
Customer Service
If you have any questions or would like more information about our products, contact us by email at info@viragoactive.com. We will respond as soon as we can. You can also contact us directly on the online shop form located at the bottom of the website. We are happy to answer all your questions.
TIMES: Please note, we are a one-woman operation. Once we receive your returns, we will NOT immediately work through them. We work on returns once a week on Mondays and will contact you via email conversation, once your items are inspected and approved for a refund.
YOU MUST WEAR UNDIES
With wanting to be sustainable as much as possible, we decided to not add additional hygiene stickers into our swimwear at this stage. However, this comes with your responsibility of trying on your swimwear with your underwear underneath. We trust you on this and know you will understand. However, we also inspect all returned items for hygiene reasons. If swim bottoms are returned with any marks, we won’t be able to refund you.
Return& Exchange Policy
Shop it, buy it, try it! Also check our sizing guides for help. What doesn’t fit you can be returned within 14 days!
Virago Return Policy.
You are able to return all new, unworn items in original packaging state within 14 days of receipt of delivery for a replacement or refund of the product price you paid for the item if it doesn’t fit and you’re 100% unhappy. Unless otherwise stated, original shipping fees for returns are not refunded, we also are being charged a $5AUD return fee via payment provider, which we will charge back to you.
Conditions applying to returns
Unless otherwise stated in this Policy:
All item packaging must be in original condition to be returned with the returned items.
Packaging must be unopened and seals intact - product bags therefore have a reusable sticky seal. For torn and ripped or cut bags, we reserve the right to charge a fee of $10 AUD per order to compensate the damage and extra management fee.
Items must be in new, unwashed and unworn condition with the labels and tags attached to the products.
Any items that, because of customer negligence, misuse or tampering are, damaged, missing parts or in unsellable condition, or torn product bags, will not be accepted for return.
Any items that have been resized, damaged or otherwise altered after delivery will not be accepted for return.
Items purchased on a sale % (excl. 10% intro discount) are excluded from returns.
International sales outside of Australia and New Zealand are excluded from returns.
We are not required to accept change of mind returns on items outside the specified return window or change of mind returns of items that do not comply with this policy.
These conditions apply only to sizing returns and do not apply to items that are returned because they are suddenly unwanted.
We do not cover the cost of shipping for return, change of mind items and recommend sending returns via registered post as we do not accept responsibility for lost items.
Returns
Items that have been worn, washed or damaged by the customer can not be returned under any circumstances. All items on sale are final sales and can not be traded or credited. Gift cards & accessory items such as zinc sticks, surf wax and gift boxes can’t be refunded.
Defective items
We take the time to inspect all items before sending them to you. We are sorry if the goods are not in perfect condition when they are received. If so, please contact us at info@viragoactive.com by sending us a photo of the damaged item. We will send you the return and exchange instructions.
Items Sold out
We strive to update the inventory of the online store regularly. If an item becomes unavailable during the processing of your order, we will contact you immediately by email to keep you informed of the situation and will make a refund on the same method of payment as your purchase as soon as possible. Please make sure to sign up to our waitlist should we sell out as we will aim to restock items within 1-2 months.
Refund (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 original method of payment. We won’t refund the initial shipping cost as well as the stripe or paypal refund fee of $5.00AUD.
Refund Timelines
It may up to 10 business days after we receive the items to process your refund. Once we have inspected your return, we will email you to let you know about the condition of your return and that we have processed your refund. If we haven't let you know, we haven't received or processed your return yet, unless we didn’t receive an email from you to identify your return.
Items returned outside the 14 day return policy aren’t eligible for a refund unless else agreed with us via email.
Gift Boxes
Refunds are not available for gift boxes returns.
However, as it’s completely understandable that you need to try things on, we will take back your order if it doesn’t fit and we will exchange it with a new size or style. The above terms & conditions apply for an exchange in sizes.