Returns | Exchanges | Refunds

The below information is applicable for purchases made on www.vosego.org and www.virtuosobears.com . For purchases made on Amazon, a separate set of rules applies which is regulated by Amazon itself. 

----

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with the instructional card inside.

Please note that you will be responsible for paying for your own shipping costs for returning your item. The initial shipping, return shipping and handling charges are non-refundable.
We do not accept returns of sale items. Only items purchased at regular price can be returned and eligible for a refund. 

To proceed with a return of your item, please contact us at hello@vosego.org with an email subject 'Return Inquiry'. 

Exchanges
We only exchange items if they are defective or damaged. You can exchange your item within 30 days of purchase.  To process an exchange of a defective item, please contact us at hello@vosego.org with an email subject "Exchange of Defective Item". Please be ready to provide photos and/or video showing the damaged part/function as well as your order number. 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If we are unable to exchange your damaged item due to the product being out of stock, we will issue a refund instead. 

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. The initial shipping, return shipping and handling charges are non-refundable.
If you are approved, then your refund will be processed within 20 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  

Warranty
Items are covered by a 90 days warranty. It applies to defects in materials and workmanship for 90 days from the date of receipt of the product. Please refer to "Exchanges" information above.   

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@vosego.org with an email subject "Late Refund" . 

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

When shipping items back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

----