Refund policy
RETURN & EXCHANGE POLICY
Your statutory rights
Nothing in this policy limits your rights as a consumer under EU and Portuguese law, including the legal guarantee on faulty goods and your 14-day right of withdrawal on distance purchases.
1. Change of Mind (14-day withdrawal)
You have 14 days from the day you receive your order to tell us you want to return it, no reason needed. You then have 14 more days to send it back. Items must be unworn, unwashed, and with all original UN_VIRAL tags attached.
Return shipping for a change of mind is at your own cost. Once we receive and inspect the piece, we'll refund the full amount you paid, including standard outbound shipping, within 14 days, using the same payment method as your purchase.
To avoid sizing issues, please check the size guide on each product page before ordering.
2. Defective or Incorrect Items
If your piece arrives with a defect or doesn't match what you ordered, contact us and we'll make it right: repair, replacement, or a full refund, including all shipping costs. This is covered by the legal guarantee of conformity and is separate from the 14-day withdrawal window above. Please keep the original UN_VIRAL tags where possible and include photos.
These remedies do not affect your statutory rights.
3. Gifts
If you received a piece as a gift and it has a defect, the return must be initiated by the person who placed the original order. Please contact them so they can reach out to us directly. If a defect is confirmed, the full amount will be refunded to the original payment method.
How to Return
Step 1. Email info@un-viral.com with your order number, telling us whether it's a change of mind or a defect. For defects, include photos.
Step 2. We'll reply within 2 business days with confirmation and the return address.
Step 3. Pack the item in its original UN_VIRAL packaging or any cardboard box in good condition. Seal it and ship it to the address provided.
Step 4. Once we receive and inspect the piece, we'll process your refund within 14 days, using the same payment method as the original purchase, unless otherwise agreed.
Exchanges
You have 14 days from delivery to request an exchange. The piece must be unworn, unwashed, and with all original UN_VIRAL tags. Exchanges are subject to availability: our drops are limited and don't come back, so if your size is sold out we'll work with you to find the best solution (including a refund).
Shipping for an exchange is at your own cost, both ways — returning the original piece and sending out the replacement. This applies to size and preference exchanges only; faulty or incorrect items are covered by us under section 2.
Reactive Ink
Our pieces use reactive ink that fades uniquely with each wash. This is intentional, not a defect. Each piece ages differently. That's the point.
Questions? Email info@un-viral.com. We respond within 24 hours.
