Refund Policy

The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific refund policies that you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Refund Policy.

Refund Policy - the basics

1. Refund Eligibility

Refunds are permitted within 7 calendar days of delivery under these conditions:
✅ Approved Reasons:

• Proven inauthenticity (verified by authorized brand service center)

• Significant undisclosed damage (e.g., cracked crystal, moisture ingress)

• Incorrect item received (doesn't match order confirmation)

• Package tampering during transit (with unboxing video evidence)

❌ Non-Eligible Cases:

• Buyer's remorse / change of mind

• Minor cosmetic flaws disclosed in product description (e.g., hairline scratches)

• Strap/bracelet sizing issues (we provide sizing guides)

• Normal wear of preloved items

2. Refund Process

Step-by-Step Procedure:

1. Notification:

   • Email returns@virgunashop.com within 7 days with:
     • Order number
     • Photo/video evidence
     • Proof of authenticity concern (if applicable)

   • Response time: 24 business hours

2. Return Authorization:

   • We issue a Return Authorization Number (RAN)

   • Prepaid shipping label provided for Indonesian returns

   • International returns: Buyer pays return shipping

3. Return Shipment:

   • Must include:
     • Original packaging & security seal
     • All documentation (warranty card, authenticity cert)
     • RAN visibly displayed

   • Use tamper-evident packaging (we recommend DHL/JNE)

4. Inspection:

   • Our watchmakers verify condition within 3 business days

   • Note: Altered serial numbers void eligibility

5. Refund Issuance:

   • Approved claims: Refund processed within 14 business days

   • Method: Original payment channel (bank transfer/card reversal)

   • Deductions: Shipping fees non-refundable; 15% restocking fee for international returns

​

3. Refund Timeline

​

A --> [Request Submitted] -->B [Pre-Approval <24hrs]

B --> C [Return Received]

C --> D [Inspection <3 Days]

D --> E [Refund Processed]

E --> F [Funds Clear <14 Days]

​

4. Warranty Claims

For watches within 12-month warranty period:

• Email warranty@virgunashop.com

• We cover:
  • Movement malfunctions
  • Water damage (if water-resistant rating failed)

• Repair or replacement offered (no cash refund)

5. Special Cases

ScenarioResolution

Dead on ArrivalFull refund + return shipping covered

International DutiesNo refund of customs fees

Fraudulent ClaimBlacklist + legal action under UU ITE

6. Contact Information

Refund Support Team
📧 returns@virgunashop.com