Our Approach to Returns
At CarryVirex, we understand that sometimes things may not go as expected. If you receive a product that is defective or different from what you ordered, we have a return process designed to be simple and fair.
We offer a 30-day return window from the date of delivery.
This applies only to items that arrive with defects or if the wrong product
has been delivered. To begin a return, you can contact us at:
Email:
help@carryvirex.com
What Qualifies for a Return
A return request may be accepted under the following situations:
- The product received is damaged or has a manufacturing issue
- The item delivered does not match your order
We may request basic details or images to understand the issue and proceed with your request smoothly.
Return Process
Once your return request is reviewed and approved, we will arrange a pickup from your preferred location. There is no need for you to pay any return shipping cost , and there are no restocking fees involved.
We aim to make this step as convenient as possible by coordinating the pickup based on your availability.
Inspection After Return
After we receive the returned item, we take 1 business day to inspect it. This step helps us confirm the reported issue and proceed with the next steps.
Following inspection, we will contact you to confirm whether you would prefer a replacement or a refund, depending on product availability and your preference.
Exchanges
If you choose an exchange and the item is available, we will arrange for a replacement. The delivery timeline for exchanged items follows the same structure as our shipping process, which typically takes 2–3 business days , including processing time.
Please note that exchanges are subject to product availability at the time of request.
Refund Process
If a refund is selected, we will proceed after confirming the returned item. Since we operate on a Cash on Delivery (COD) model, refunds are issued through bank transfer.
Here’s how it works:
- We will request your bank details via email after the return is approved
- Once we receive your details, we take 1 business day to process the refund
- After processing, it may take 8–10 business days for the amount to reflect in your bank account
The refunded amount will match exactly what you paid at the time of delivery.
No Hidden Charges
We do not apply any return fees or restocking charges. The return and refund process is handled without additional cost to you when your request meets the stated conditions.
Data Privacy and Security
To process returns and refunds, we may collect certain personal details such as your name, contact information, address, and bank details. This information is handled in accordance with Hong Kong’s Personal Data (Privacy) Ordinance (PDPO) .
Your data is used only for completing the return or refund process and is not shared beyond what is necessary. We take reasonable steps to keep your information secure throughout this process.
Contact Us
If you have any questions or would like to initiate a return, feel free to reach out:
Email: help@carryvirex.com