Return and Refund Policy
■ Regarding Order Cancellations
At the VIRGOwearworks OFFICIAL ONLINE STORE, we do not accept order cancellations due to customer's personal reasons, except for reasons attributable to us, such as initial defects.
We appreciate your understanding.
■ Regarding Returns and Exchanges
While we pay the utmost attention to product quality, in the unlikely event of an initial defect or an accident during delivery, such as those listed below, we will handle returns and exchanges at our expense.
・If the product is damaged/stained
・If a product different from the one ordered was delivered
If you wish to return or exchange a product for the above reasons, please contact us at the inquiry details below within 7 days of product arrival.
In that case, please store the product in its original packaging condition.
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＜Inquiry Contact＞
Mail : store@vgw.jp
Tel : 03-6416-5757
（Business Hours: 12:00 - 20:00）
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After that, we will proceed with the return/exchange process.
If an exchange product is available, we will exchange it for a good product, bearing the shipping costs for return and reshipment.
If an exchange product is not available, we will issue a full refund.
Please be aware of this in advance.
Please note that even if unopened, returns/exchanges cannot be accepted if 7 days have passed since the product arrived.
Please note that we do not accept returns or exchanges due to customer's personal reasons.
Additionally, returns or exchanges will not be accepted in the following cases:
・Products that have been in your possession for 8 days or more since arrival
・Products that have been used by the customer
・Products that have been damaged or stained by the customer
・Products that have been processed or repaired by the customer
・If the product's box, tags, instruction manual, or other accessories have been stained, damaged, or lost
Intentionally damaging a good product that you purchased will not constitute property damage. However, if we confirm malicious intent to damage the product to obtain money by refusing to exchange a good product for another good product, or by deceiving us, or if we confirm actions that turn a good product into a defective one by damaging it, we will take legal action and seek guidance from our legal advisor, the police, and experts.
Furthermore, if any actions that violate our terms of use as described above, or actions deemed inappropriate by us, are confirmed, we may, at our discretion, take measures such as restricting orders or suspending account usage.
＜Remarks＞
・For products purchased outside our online store or directly managed store VIZ store-tokyo (e.g., at retailers or other sales outlets), please contact the store where you made the purchase directly to process returns or exchanges.
Please understand that we cannot handle such cases.
・Product images are samples, so the specifications and processing may slightly differ from the actual product. Please be aware of this in advance.
・The actual product color may appear different depending on the monitor environment you are viewing.
・Sizes are approximate. Please note that errors may occur.
■ Regarding Cooling-Off Period
The cooling-off period is a system applicable to door-to-door sales.
As our products are sold through mail order, which customers access themselves, the cooling-off system does not apply. Please be aware of this in advance.
■ Regarding Repairs
We will undertake repairs for product damage or defects, other than initial defects, purchased at our direct stores, whenever possible.
Please provide proof of purchase, such as a receipt or order screen, and contact us so that we can check the product's condition, estimated delivery time, cost, and feasibility of repair.
▶︎Click here for Terms of Use