1. Right to withdraw from the purchase
A buyer who is a consumer may withdraw from the purchase without giving a reason within 15 days of the day the parcel was received. To exercise this right, the buyer notifies us at info@virtuspro.mk or by phone at +389 2 620 1106 and states the order number.
The relationship with legal entities (companies, hospitals) is governed by the contract, the quote and these terms.
2. Conditions for returning a product
The product is returned within 15 days of the withdrawal notice, unused, undamaged, in its original packaging and with all labels.
The following cannot be returned:
- products made or customised at the buyer's request, for example with a logo, embroidery or special measurements;
- medical clothing and footwear, if the hygienic packaging has been opened.
3. Return costs
The cost of sending the product back is paid by the buyer. If the product is defective or the wrong product was sent, Virtus Pro pays the return cost.
4. Refunds
We refund the money to the same payment card used for payment, through Stopanska Banka AD Skopje, no later than 14 days after we receive the returned product. If the buyer paid by invoice, we refund the money to their account within the same period. When the amount appears in the account also depends on the buyer's bank.
5. Product exchange
An exchange for another size, colour or model is possible under the same conditions and deadlines as a return, if the requested product is in stock. The buyer pays the cost of sending the product back.
6. Complaints (defective product)
If the product is defective or does not match the order, the buyer has the right to file a complaint under the Consumer Protection Law.
How to file a complaint:
- Send a message to info@virtuspro.mk or call +389 2 620 1106.
- State the order number, a description of the defect and, if possible, photographs.
- We will respond within the period set by law.
In case of a defect, the buyer has all the rights granted by the Consumer Protection Law. If the product has a warranty card, the warranty period stated in it applies.
7. Made-to-order products
Before production begins, the buyer accepts the quote, including the price, quantity and product description. A made-to-order product cannot be returned or exchanged unless there is a production defect or it does not match the accepted quote; in that case the complaint procedure in section 6 applies.