Return & Shipping Policy

Returns

We take care in the way things are made and we stand behind every product we sell. However, we know plans change and things don't always work out.

Questions?

What is your return policy?

If for any reason you are unsatisfied with your purchase, return it within 30 days of delivery for a full refund of the purchase price*. All return items should be in their original condition and packaging. Original shipping costs and customs are not refundable.
*Some exceptions and conditions apply. 

What are the exceptions and conditions?

We do not accept returns for items that have been damaged. All returned items should be in their original condition. 
*Damages that are caused by incorrect installation or by the user altering the product will void the Warranty and Return Policy.

How do I return my order?

For any orders made online, please contact support@virgohome.io

Note: you will need your order number (this can be found in the order confirmation email you received shortly after placing the order) as well a picture of each item you will be returning.

How long does it take to process a return? 

Our warehouse generally processes returns within 5 business days after the item has been received. 

Once our team has received and processed your request, we will reach out and confirm that it has been completed and issue a refund for the returned items.

Returns will be refunded by the original method of payment used at time of purchase.

Shipping

We take your order seriously, so as we treat our product. Please be mindful Lila Composter is on Pre-order. So we will be ship it out once they are in stock.

Questions?

When will my order ship?

Here’s how it works: currently your order is a pre-order, then we ship it once we have it in stock. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

What if my product arrived damaged?

Thoroughly inspect your Lila Composter at the time of receiving. If you are not satisfied, be sure to promptly report any product defects or damages to support@virgohome.io. If necessary, include photos of issues.

Can I pick up the order myself?

Yes, orders can be picked up Monday - Sunday, 12pm - 6pm at 3600 Steeles Ave E, Markham, ON L3R 9Z7, Canada. But please be mindful, your order is a pre-order right now. Once we have it in stock, an email will be sent when your order is ready for pickup.