Changed your mind?
If you bought as a consumer, you have 14 days from receipt of your order to withdraw, without having to give a reason. Let us know by e-mail at contact@virtuavia.com with your order number (you can use the form in the appendix of the terms of sale).
Returning the product
After your request, we send you the return address (VIRTUAVIA SARL — Service client, BP 483, 38016 Grenoble Cedex 01, France). Return the product within 14 days of your notification, in its original jar, tightly closed and carefully packed: aerogel is fragile. We recommend a tracked shipment; return costs are borne by you, unless we made an error or the product is defective.
The aerogel should only have been handled to establish its nature: any diminished value due to use (broken pieces or pieces reduced to powder, exposure to water) may be deducted from the refund.
Refund
We refund all sums paid, including the initial delivery costs, no later than 14 days after receiving your request, using the same payment method as for the order. The refund may be withheld until we have received the product or proof of its dispatch.
Damaged parcel, non-conforming product
Despite our careful packaging, a parcel may be damaged in transit. Contact us quickly at contact@virtuavia.com with your order number and photos of the parcel and the product. We will replace or refund the product at no cost to you. The legal guarantees of conformity and against hidden defects apply in full.
Business customers and institutions
The right of withdrawal does not apply to purchases made for a professional activity. A return may nevertheless be accepted as a commercial gesture, with prior written agreement, for an unopened product.