Refund Policy
Last updated: 16 December 2025 (Asia/Jerusalem)
We want you to love your VIRTUS candles. If something isn’t right, this policy explains how returns, exchanges, and refunds work.
Eligibility
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Condition: Items must be unused, unopened, and in original packaging (including labels, accessories, and any gift packaging).
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Time window: Requests must be initiated within 14 days of delivery.
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Proof of purchase: Order number, receipt, or confirmation email is required.
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Non‑returnable items: used candles, partially burned candles, opened fragrance oils, and custom-made or personalized products.
returns – How to Start
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Email info@virtuslux.com with your order number, item(s), and reason.
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We’ll reply with return instructions and a return authorization (RMA) if eligible.
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Pack safely. Returned items remain your responsibility until received by us.
Return address (by appointment): Pinkas Street, Tel Aviv, Israel (exact details provided in RMA). Drop‑off by appointment only.
Shipping Costs for Returns
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Change‑of‑mind: Return shipping is paid by the customer. You may use your own courier or request our courier service (we’ll deduct the courier fee from your refund).
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Damaged/defective or wrong item: We’ll cover reasonable return shipping once the issue is verified (see Section 5).
Refunds
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Method: Refunds are issued to the original payment method only.
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Timing: Approved refunds are typically processed within 7–10 business days, and no later than 14 days as required by applicable law.
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Deductions: Original shipping charges are non‑refundable unless we made an error. If you used our courier for the return, we deduct the courier fee as agreed.
Damaged, Defective, or Incorrect Items
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Please inspect your order on arrival.
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If an item is damaged in transit, defective, or not what you ordered, email shachargilbar@gmail.com within 48 hours of delivery with clear photos of the packaging and item. We will arrange a replacement, exchange, or refund.
Exchanges
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Fastest method: return the item per Sections 1–4 and place a new order for the desired item.
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Where stock allows, we can process a direct exchange once we receive the original item.
Gifts
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Items marked as gifts and shipped directly to the recipient can be returned for a store credit to the recipient (subject to eligibility), or refunded to the original purchaser.
International Orders
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Cross‑border orders may be subject to duties/taxes that are non‑refundable. Return shipping and customs paperwork are the customer’s responsibility. Please mark returns clearly as “Returned Goods.”
Statutory Rights
For customers in Israel, your statutory rights under applicable law remain unaffected. We aim to align with Israeli Standard 5568 for accessibility and comply with the Consumer Protection Law, 5758‑1998 and relevant regulations.
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For certain remote transactions, you may have a legal right to cancel within 14 days of receiving the goods, subject to conditions in the law (e.g., product not used, original packaging intact, no custom‑made items). In some cases a cancellation fee of up to 5% of the transaction price or 100₪ (the lesser of the two) may apply, as permitted by law.
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Exclusions may apply under the law (e.g., goods custom‑made for the consumer, items that cannot be returned due to their nature, etc.).
Note: This policy is a user‑friendly summary and does not constitute legal advice. If there is any inconsistency between this policy and applicable Israeli law, the law will prevail.
Need Help?
Email shachargilbar@gmail.com Please include your order number and photos (if relevant). We aim to acknowledge within 2 business days and resolve promptly.
VIRTUS Team
Contact us
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​054-3392689
Where to fined us?
Online store only
Local pickup is available from Pinkas Street, Tel Aviv, by prior arrangement
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