We hope every Virexoo™ memo note, sticker, and collage material becomes something you enjoy opening, using, and keeping.
If a product does not suit your needs, or your package arrives damaged, incomplete, or incorrect, contact us using the steps below. We distinguish change-of-preference returns from product issues and provide clear instructions about eligibility, costs, and refunds.
This policy applies to physical products purchased at www.virexoo.com, which is owned and operated by Shenzhen Kejingzhi Technology Co., Ltd.
1. Return Request Window
Eligible products may be returned by submitting a request within 30 calendar days after delivery.
This period is based on actual delivery. If your order arrives in separate packages, identify the item you wish to return and its delivery date. Any legally required method of calculating the period takes priority.
Send a clear return request within the applicable window rather than waiting until the item has already been shipped back. Keep a record of your request to help establish when it was submitted.
This ordinary return window does not limit your statutory rights concerning defects, inaccurate descriptions, or other product issues.
2. Condition Requirements for Preference-Based Returns
If you are returning an item because you changed your mind, prefer a different style, or no longer need it, the product should be unused, complete, and suitable for resale.
For journaling stationery and collage supplies, this means:
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Memo notes have not been written on, used, or removed from the package;
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Stickers have not been peeled, applied, or placed back onto their backing;
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Paper materials have not been cut, torn, folded for crafting, or marked;
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Embossed paper and die-cut cards have not been crushed through handling, attached, or altered;
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Set components, materials, and necessary packaging remain complete.
Reasonable inspection differs from actual use. Opening packaging to check its contents will not, by itself, automatically result in rejection. We will consider the product’s actual condition.
If the original packaging arrived damaged, explain this in your request. You do not need to conceal transit damage to meet packaging requirements.
3. How to Submit a Request
Email service@virexoo.com using the suggested subject line:
Return Request | Order Number
Include:
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Your order number and checkout email address;
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The product names, designs, and quantities you wish to return;
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The delivery date;
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The reason for your request;
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The current condition of the items;
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Relevant photographs if the issue involves damage, incorrect items, or missing contents.
For preference-based returns, explaining your reason helps us understand your request, but you do not need to establish a particular reason to apply.
We will review your order and the product details, then explain the applicable return steps, address, and costs.
4. Obtain Return Instructions Before Shipping
Do not send products directly to our business address or the sender address on your package.
Our company registration address, dispatch location, and return receiving facility may differ. Customer support will provide the appropriate address and instructions for your order.
If a return requires international shipping, we will identify the destination country or region and explain known requirements before you decide to send it, so you can assess the cost.
Contact us to coordinate the return. However, a legally valid withdrawal notice does not require separate customer support approval to take effect.
5. Return Shipping Deadline & Packaging
For ordinary preference-based returns, send the items within 14 calendar days after receiving return instructions, unless applicable law provides a different deadline.
If delayed instructions, an unclear address, or another reasonable circumstance prevents timely shipment, contact us. Delays caused by us will not automatically be attributed to you.
Use packaging that protects paper and decorative materials from moisture, bending, and compression. Include the relevant components of a set as explained in your return instructions.
We recommend a trackable shipping method and keeping proof of shipment. The absence of tracking will not automatically result in refusal of a refund, but it may make shipment verification more difficult.
6. Who Pays Return Shipping?
Changes of Mind or Personal Preference
Return shipping for an ordinary preference-based return is generally the customer’s responsibility.
If you use a paid return label supplied by us, we will explain its cost and whether it will be deducted from your refund before you use it. We will not deduct undisclosed shipping charges.
Damage, Defects, Incorrect Items, or Material Description Differences
If an item arrives damaged, defective, incorrect, or materially different from its description, we will provide an appropriate solution and cover necessary return shipping costs.
This may involve a prepaid label, collection arrangements, or prior agreement to reimburse reasonable shipping costs. Obtain instructions first rather than independently selecting an unnecessarily expensive service.
7. What If an Item Arrives Damaged?
Creased paper, compressed embossed details, or broken die-cut edges may require an assessment of both the product and its packaging.
Keep the items and packaging, and provide:
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Photographs of the overall package;
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Clear photographs of the damage;
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Necessary shipping-label details;
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The names and quantities of affected products.
Report the issue promptly to help us investigate transit conditions. However, failure to report within a very short period will not automatically remove your statutory rights.
An unboxing video is not mandatory. Clear photographs and other reasonable information may be used to investigate the issue.
8. Missing Items, Incorrect Designs & Quantity Issues
If products do not match the designs, quantities, or package contents in your order, first check whether the order has been split into separate shipments, then contact us.
Other designs shown in a collection photograph are not necessarily included in your selected product. We will compare the received contents with the product description and options selected at purchase.
For verified shortages or incorrect items, we will coordinate a missing-item shipment, replacement, refund, or another appropriate solution. We will not substitute a different design without your agreement.
Please avoid using an incorrect item in a project before requesting an ordinary return. If you discover the issue only after use, explain what happened so we can assess the circumstances.
9. Used or Altered Materials
Products that have been written on, cut, torn, attached, or substantially altered generally do not meet the condition requirements for ordinary preference-based returns.
For example, applying a sticker and then returning it to its backing, or cutting a design from a full sheet, may prevent restoration to its original condition.
However, we will not automatically reject a request solely because an item has been used if the issue concerns an existing defect, an inaccurate description, or a problem revealed through normal use.
We will distinguish damage caused by use from problems with the product itself and assess the request under applicable requirements.
10. Sets, Promotions & Special Products
An ordinary return of a complete set generally requires all components to be returned, unless we agree to a partial return or the request concerns a defect, missing component, or similar issue.
If a partial return is accepted, the refund will be reasonably calculated using the amount paid and applicable discounts. We will explain the calculation before processing it.
Discounted products are not automatically excluded from all return rights. Any restrictions on ordinary returns must be clearly disclosed before purchase and comply with applicable requirements.
If we offer customized or personalized products in the future, relevant restrictions must be stated on the product page. Selecting an ordinary predesigned option does not automatically make an item customized.
11. Exchanges
If you would like a different design, option, or collection, explain this in your request.
Exchange availability depends on stock and the order circumstances. We will explain which items must be returned, any price difference, and shipping arrangements.
If a direct exchange is unavailable, an eligible return and refund may be arranged, after which you can decide whether to place a new order.
Where an exchange is necessary because of an incorrect shipment or product issue, we will not treat necessary resolution costs as an ordinary preference-based exchange expense.
12. Inspection & Refund Processing Time
For ordinary returns requiring shipment back to us, approved refunds are typically initiated within 5–10 business days after the returned items are received and inspected.
Inspection confirms whether the products, quantities, and condition match the request. If a concern affects the refund, we will explain the specific reason rather than issue an unsupported refusal.
For refunds not requiring a return, or cancellations before dispatch, processing time generally begins when the resolution is confirmed.
If applicable law requires an earlier refund, specifies a different calculation, or permits proof of return shipment to establish refund eligibility, those requirements will apply.
13. Refund Method & Amount
Refunds are generally issued to the original payment method. Unless you expressly agree or an applicable special circumstance exists, we will not require you to accept store credit or a voucher instead of money that must be refunded.
Refunds are calculated using the amount actually paid. The effect of discount codes, bundle discounts, or partial returns will be reasonably calculated and explained.
Original shipping charges are generally not refunded for preference-based returns, except where required by law or expressly promised by us.
For refunds arising from our errors, product issues, or failure to fulfill an order, related delivery charges will be handled according to the circumstances and applicable requirements. Shipping charges are not universally nonrefundable.
We do not charge a fixed restocking fee or an undisclosed handling fee.
14. Refund Posting & Currency Conversion
The date a refund is initiated may differ from the date it appears in your payment account. Banks and payment providers may require additional time to update statements.
If you receive a refund notification but cannot see the funds, check the original payment account and contact the payment provider. You can also send us your order number and refund notification for assistance.
If your payment account and order use different currencies, exchange-rate changes or payment provider charges may affect the amount displayed. Conversion arrangements are determined by the relevant institution.
Receiving a refund does not require an additional payment or sharing a password or verification code with customer support.
15. Cancellations & Orders Not Received
If your order has not shipped, contact us promptly to request cancellation. Availability depends on processing status and applicable requirements. We will not automatically impose an undisclosed cancellation penalty.
Dispatched orders may not be recallable, but we can coordinate further steps under our shipping and return policies.
For lost packages, extended delays, or tracking that shows delivery without receipt, contact us under our Shipping Policy. You do not need to return an item you never received to report the issue.
If an order cannot be fulfilled or an investigation establishes that a refund is appropriate, we will provide a suitable resolution rather than automatically refuse assistance because a carrier is involved.
16. Consumer Rights & Policy Consistency
The ordinary return arrangements in this policy do not limit statutory withdrawal rights, product guarantees, or other remedies available under applicable law.
For example, consumers covered by EU distance-selling rules generally have a statutory withdrawal period. Product inspection, return shipment, and refunds must follow the applicable requirements rather than being refused solely under our ordinary return conditions.
If a product page, FAQ, or another page provides conflicting return information, contact us for clarification. We will not simply choose the version most favorable to us.
Later policy updates will not automatically reduce rights applicable to an existing purchase retroactively.
17. Contact Customer Support
Legal Company Name: Shenzhen Kejingzhi Technology Co., Ltd.
Brand Name: 𝒗𝒊𝒓𝒆𝒙𝒐𝒐™
Website: www.virexoo.com
Customer Support Email: service@virexoo.com
Customer Service Phone: +86 184 6620 3678
Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)
Keep follow-up information in the same email thread so we can review your request consistently. When sending product or packaging photographs, conceal personal information unrelated to resolving the issue.