Refund policy

Last updated: 3 August 2026

Thank you for shopping with Virex. Please read this Return and Refund Policy carefully before placing your order.

60-Day Money-Back Guarantee

We stand behind our products and offer a 60-day money-back guarantee on eligible first-time purchases.

To request a refund under this guarantee, you must contact us at support@virex.care within 60 days of the date your order was delivered.

Your request must include:

  • Your full name
  • Your order number
  • The email address used to place the order
  • A brief explanation of why you are requesting a refund
  • Any photographs or other information reasonably requested by our support team

The 60-day guarantee is limited to one approved claim per customer, household, delivery address, payment method or product, unless otherwise agreed by Virex.

Approved refunds apply to the purchase price of the eligible product. Original shipping fees, priority processing fees, duties, taxes and other delivery-related charges are non-refundable unless required by law.

No Physical Returns Required

For hygiene, safety and operational reasons, we generally do not accept physical product returns.

Please do not mail a product back to us unless our support team has specifically instructed you to do so. Products sent to us without prior approval may not be received or processed.

Change-of-Mind Purchases

We do not offer refunds, returns or exchanges simply because you:

  • Changed your mind
  • Ordered the wrong product or quantity
  • No longer want the product
  • Found the product elsewhere at a lower price
  • Dislike the taste, smell, texture, colour or packaging
  • Did not use the product as directed
  • Experienced results that differed from your personal expectations

However, an eligible first-time purchase may still qualify under our 60-day money-back guarantee.

Repeat and Bulk Orders

Unless required by law, the 60-day money-back guarantee does not apply to:

  • Repeat purchases of a product previously ordered
  • Subscription renewal orders
  • Wholesale purchases
  • Resale purchases
  • Unusually large or bulk orders
  • Orders that appear to involve abuse of the guarantee
  • Multiple claims from the same customer, household, address or payment method

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

Contact us at support@virex.care as soon as possible if your order is damaged, defective, missing an item or contains the wrong product.

Include your order number and clear photographs of:

  • The item received
  • The shipping packaging
  • The shipping label
  • Any visible damage or defect

We will assess the issue and, where appropriate, provide a replacement, refund or another remedy.

Lost or Missing Deliveries

Customers are responsible for providing a complete and accurate delivery address.

Virex is not responsible for orders delivered to an address incorrectly entered by the customer. We are also not responsible for parcels that are stolen or lost after the carrier records them as delivered, unless required by law.

If tracking has not updated for an extended period or the carrier confirms that a parcel has been lost in transit, contact us at support@virex.care.

Order Cancellations

We begin processing orders shortly after they are placed.

We cannot guarantee that an order can be changed or cancelled after checkout. Contact us immediately at support@virex.care and we will try to assist.

Once an order has entered processing or has been dispatched, it cannot ordinarily be cancelled.

Refund Processing

Approved refunds are issued to the original payment method.

Please allow up to 10 business days after approval for your bank or payment provider to display the refund. Processing times are controlled by the relevant financial institution.

We are not responsible for delays caused by banks, card providers or payment processors.

Fraud and Abuse

Virex may reject a claim where there is evidence of:

  • Fraudulent activity
  • Repeated or excessive refund requests
  • False or misleading information
  • Chargeback abuse
  • Product resale
  • Use of multiple identities, addresses or payment methods to obtain additional refunds
  • Failure to provide reasonably requested evidence

Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Contact

For refund or order-related questions, contact:

Virex
Email: support@virex.care