Returns & Refunds

If it is not right, send it back. We would rather have a customer than a sale.

The short version

30 days from delivery to start a return, for any reason.
Unflown and in its original packaging: full refund, including what you paid for standard shipping.
Flown once and not for you: full refund minus return postage. Yes, really — a kite you cannot judge without flying is not a kite you can judge in a box.
Faulty, mis-shipped or damaged: we pay postage both ways.

How to start one

Email support@virtuskites.store with your order number and one line about what happened. You will get a prepaid label or a return address the same business day. There is no form and no return-authorisation number to chase.

When the money comes back

Refunds are issued to the original payment method within two business days of the parcel arriving with us, and your bank then takes its own time — usually three to five business days, occasionally up to ten for a debit card. We will email you when we issue it so you know the clock has started.

What we cannot take back

Line that has been cut to length.
Repair patches and adhesives once the seal is broken.
Anything obviously destroyed by a crash into a tree, a pier or the sea. We will still help you source a replacement spar.

Exchanges

We do not process formal exchanges, because they are slower for you than the alternative: we refund the returned item as soon as it lands and you order the replacement whenever you like, so you are never waiting on two parcels to cross in the post.