Refund policy

Return and Refund Policy
Last updated: August 6, 2026
Virro operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Virro is powered by Shopify. This Return and Refund Policy describes when and how you may return products purchased through the Services, the conditions that apply to returns and exchanges, and how refunds are processed. This policy applies only to purchases made directly through the Services at virrolife.com. Products purchased through third-party marketplaces, resellers, or other retailers are subject to the return policies of those sellers.

Please read this Return and Refund Policy carefully. By purchasing any product through the Services, you acknowledge that you have read and understand this policy. If there is a conflict between our Terms of Service and this Return and Refund Policy, this Return and Refund Policy controls with respect to returns, exchanges, and refunds.
Our Standard Return Window
You may request a return of an eligible product within 30 days of the date your order is delivered. Return requests made after this window has closed may be declined, except where a longer period is required by applicable law or where a defect is covered under our separate warranty (see "Warranty" below).
To be eligible for a return, your request must be initiated within the return window and the product must meet the condition requirements described in "Condition of Returned Items" below.
Health and Hygiene: Used Units Are Not Returnable
Because our products are sanitation devices intended for the collection and processing of human waste, any unit that has been installed, put into service, or used cannot be returned or refunded for health, hygiene, and safety reasons. A used unit cannot be restored to a sellable condition and cannot be resold. This limitation does not affect your rights under our separate warranty with respect to defects in materials or workmanship, and it does not apply to units that arrive damaged or defective and are reported to us as described below.
Condition of Returned Items
To be eligible for a return, an item must be:
Unused and uninstalled, in the same condition in which you received it;
In its original packaging, including all components, hardware, accessories, manuals, and inserts; and
Free of damage not attributable to a manufacturing defect or shipping carrier.
We reserve the right to decline a return, or to reduce the refund amount, for any item returned outside of these conditions, including items that are missing components, show signs of installation or use, or are not in resalable condition.
Non-Returnable Items
The following items are not eligible for return or refund except where required by applicable law or where the item arrives damaged or defective:
Used, installed, or in-service units, as described above.
Opened consumables, including coco coir, urine stabilizer, and other supplies, once the packaging or seal has been opened. Unopened, sealed consumables may be returned within the standard return window.
Gift cards.
Items marked as final sale, clearance, or non-returnable at the time of purchase.
Custom, personalized, or made-to-order items.
How to Start a Return
To initiate a return, please contact us using the contact details at the end of this policy and include your order number and the reason for your return. Please do not ship any item back to us before receiving a return authorization and instructions from us. Items returned without prior authorization may not be accepted or may be delayed in processing.
Once your return is authorized, we will provide instructions for returning the item, including the return address and any documentation to include with your shipment.
Return Shipping
Unless your return is the result of our error or a damaged or defective product, you are responsible for the cost of return shipping, and any original shipping charges are non-refundable. We recommend using a trackable and insured shipping method, as we cannot process a refund for an item we do not receive.
If your return is the result of our error, or if the product arrived damaged or defective, we will cover the cost of return shipping and arrange for the return or replacement at no cost to you.
Restocking Fee
Returns that are not the result of our error, and that are not for a damaged or defective product, may be subject to a restocking fee of 15% of the purchase price of the returned item, up to a maximum of $50. Any applicable restocking fee will be deducted from your refund. We will inform you of any restocking fee before you return your item.
Damaged, Defective, or Incorrect Items
We inspect and package every order with care. However, if your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number, a description of the issue, and photographs of the product and its packaging. This allows us to file any necessary carrier claims and to make the situation right.
For eligible damaged, defective, or incorrect items, we will, at our discretion and where available, repair the item, send a replacement or missing components, or issue a refund. Damaged or defective items reported to us in this manner are not subject to the restocking fee or return shipping charges described above.
Exchanges
If you would like to exchange an eligible item for a different item, the fastest way is to contact us to return your original item in accordance with this policy and to place a new order for the item you want. This ensures the item you want is secured and shipped to you as quickly as possible.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund. If your return is approved, we will issue a refund to your original payment method, less any applicable restocking fee and non-refundable shipping charges. Please allow 5 to 10 business days after approval for the refund to be processed, and note that your bank or credit card provider may require additional time to post the refund to your account.
If more than the expected time has passed and you have not received your refund, please first check with your bank or payment provider, and then contact us using the details below.
Pre-Orders, Presales, and Order Cancellations
For products purchased on a pre-order or presale basis, your payment (including any deposit) reserves your unit for a future shipment. You may cancel a pre-order or presale order at any time before it ships for a full refund of amounts paid.
In accordance with the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, if we are unable to ship your order within the time period represented at the time of purchase (or within 30 days if no time was represented), we will notify you and offer you the option to consent to a delayed shipment or to cancel your order for a full refund. If you do not consent to a revised shipping date, you are entitled to cancel your order and receive a full refund.
Once an order has shipped, it is governed by the standard return provisions of this policy.
Warranty
This Return and Refund Policy is separate from any product warranty we provide. A warranty claim addresses defects in materials or workmanship over the life of the product and is not the same as a return. If your product develops a defect covered by our warranty, please contact us and we will address it under the terms of that warranty rather than under this Return and Refund Policy.
Changes to This Return and Refund Policy
We may update this Return and Refund Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised policy on this website, update the "Last updated" date, and provide notice as required by applicable law. The policy in effect at the time of your purchase applies to that purchase.
Contact
Should you have any questions about this Return and Refund Policy, or if you would like to start a return, please call +1 419-370-0028 or email us at support@virrolife.com or contact us at Virro, 230 Stanford Pkwy, Findlay OH 45840, United States.