Refund policy

VIRTUALITY — RETURN & REFUND POLICY

At Virtuality, we want you to be satisfied with your purchase. Please read this Return & Refund Policy carefully before placing an order.

By purchasing from Virtuality, you acknowledge and agree to the terms below, subject always to any rights you may have under applicable South African law.

1. CHANGE-OF-MIND RETURNS

Virtuality does not offer refunds simply because a customer changes their mind, no longer wants an item, orders the wrong style, or decides that they would prefer a different product.

Where applicable, Virtuality may offer a size exchange in accordance with this policy.

This means that if you ordered the wrong size, you may request an exchange for another available size of the same product, subject to stock availability and the conditions below.

2. SIZE EXCHANGES

To qualify for a size exchange:

The request must be submitted within 7 days of delivery.
The item must be unworn and unused.
The item must not have been washed, altered, damaged, stained, or otherwise modified.
All original tags, labels and packaging should remain attached and intact where applicable.
The item must be returned in a condition suitable for resale.
The requested replacement size must be available.

Virtuality reserves the right to inspect returned merchandise before approving an exchange.

If the requested replacement size is unavailable, Virtuality may, at its discretion, offer an alternative size or another appropriate resolution.

3. RETURN SHIPPING FOR SIZE EXCHANGES

Unless the exchange is required because Virtuality sent the wrong item or an item was defective, the customer is responsible for the reasonable costs associated with returning an item for a size exchange.

Virtuality is not responsible for parcels lost or damaged while being returned by the customer unless otherwise required by applicable law.

Customers should use a trackable delivery service when returning merchandise.

4. WRONG ITEM RECEIVED

If Virtuality sends you an item that is materially different from what you ordered, please contact us as soon as reasonably possible.

Where Virtuality is responsible for the error, we will arrange an appropriate remedy, which may include collection/return of the incorrect item and delivery of the correct item.

5. DAMAGED OR DEFECTIVE PRODUCTS

If you receive an item that is defective, unsafe, or does not meet the applicable quality requirements, please contact Virtuality as soon as reasonably possible after discovering the issue.

Your statutory rights under the Consumer Protection Act 68 of 2008 are not excluded by this policy.

Where the statutory requirements are met, a consumer may have rights to return defective goods and obtain an applicable remedy, including repair, replacement or refund. South African law provides an implied warranty framework for qualifying goods, including the six-month protection contemplated by section 56 of the Consumer Protection Act.

6. ITEMS THAT CANNOT BE ACCEPTED FOR A SIZE EXCHANGE

Virtuality may reject a size-exchange request where the product:

Has been worn;
Has been washed;
Has been altered or customised;
Has been damaged after delivery;
Has stains, odours, marks or other signs of use;
Is missing applicable tags or labels;
Has been intentionally damaged; or
Is otherwise not in a condition suitable for resale.

This does not limit any rights a consumer may have where the goods are defective or otherwise subject to a mandatory statutory remedy.

7. SALE, PROMOTIONAL AND LIMITED-EDITION ITEMS

Unless otherwise stated on the relevant product page, sale, promotional and limited-edition items remain subject to this Return & Refund Policy.

A discounted price does not automatically remove a consumer's statutory rights.

8. REFUNDS

Except where a refund is required under applicable law or otherwise expressly approved by Virtuality, Virtuality does not provide refunds for change-of-mind purchases or ordinary size issues.

Where a refund is legally required, it will be processed using the applicable payment method or another lawful method agreed with the customer.

9. HOW TO REQUEST AN EXCHANGE

To request an exchange, contact Virtuality through the official customer-support contact details displayed on our website.

Please provide:

Your full name;
Order number;
Product purchased;
Size received;
Size requested;
Reason for the exchange; and
Photographs where reasonably requested.

Do not send merchandise back without first following Virtuality's return instructions.

10. INSPECTION

All returned products may be inspected before an exchange or other remedy is approved.

Virtuality reserves the right to refuse an exchange where the merchandise does not satisfy the requirements of this policy, subject to the customer's statutory rights.