Shipping & Returns

Shipping

Service Area

We deliver to all locations within the United Arab Emirates and across the GCC region (Bahrain, Kuwait, Oman, Qatar, and Saudi Arabia).

Shipping Costs

Shipping charges are calculated at checkout based on the weight, dimensions, and destination of the items in your order. The amount displayed at checkout is the final shipping cost.

Dispatch & Delivery Times

• UAE (domestic) — 2–7 business days
• GCC countries — 4–22 business days
• Orders are typically dispatched within 2 business days of payment confirmation.
• Our operations run Sunday to Thursday during standard business hours. We are closed on UAE national holidays.
• Delivery timelines are estimates and not guaranteed. Delays may occur due to factors beyond our control, including customs processing, carrier delays, or adverse weather conditions.

Stock Availability

All orders are subject to stock availability. If an item is out of stock after you place your order, we will contact you to offer either a back-order (with an estimated restock date), an alternative product, or a full refund.

Order Tracking

Once your order is dispatched, you will receive a tracking link via email so you can follow the progress of your shipment.

Address Changes

Delivery address changes can only be accommodated before dispatch. Please contact us as soon as possible if you need to update your delivery address.

P.O. Box Deliveries

Deliveries to P.O. Box addresses are available via postal services only. Courier delivery to P.O. Boxes is not available due to carrier restrictions.

Duties & Taxes

• UAE orders: All prices on our Site are inclusive of applicable VAT.
• GCC & international orders: Import duties, taxes, and customs charges at the destination are the customer's responsibility. These charges are determined by the destination country's customs authority and are not included in our product prices or shipping costs.
• If you refuse delivery due to customs charges, the items will be returned to us at your expense. We will refund the product value minus the return shipping cost. Original shipping charges are non-refundable.

Damaged Parcels

If your parcel arrives visibly damaged:

• At delivery: Reject the parcel and contact us immediately at info@virtusfitness.com.
• After acceptance: Contact us as soon as possible with photographs of the damage. We will work with the shipping carrier to resolve the issue.

Lost Parcels

If your order has not arrived within the estimated delivery window, please contact us. We will investigate with the shipping carrier and arrange a refund or replacement once the carrier confirms the parcel is lost.

Insurance

Standard shipments are not insured for loss or damage in transit. For high-value orders, please contact us to discuss insured shipping options.

Returns

Return Window

We offer a 60-day return policy. You have 60 days from the date you receive your item to request a return.

How to Initiate a Return

1. Contact us at info@virtusfitness.com with your order number and the reason for the return.
2. Our team will review your request and, if approved, arrange courier pickup of the item(s).
3. Items returned without a prior return request will not be accepted.

Return Conditions

To be eligible for a return, items must be:

• In their original packaging
• Unused and in the same condition as received
• In resellable condition with all accessories, manuals, and parts included

Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Items that have been assembled, installed, or modified
• Items showing signs of use, wear, or damage not caused in transit

Defective or Damaged Items

Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, contact us immediately. We will arrange a replacement or full refund at no additional cost to you.

Refunds

Change-of-Mind Returns

For returns where you have simply changed your mind (item is not defective), refunds will be issued as store credit via email. Store credit does not expire.

Warranty & Defective Item Returns

If an item is returned due to a defect or warranty claim, you may choose one of the following:

• Full refund to your original payment method
• Store credit
• Replacement item (subject to availability)

Warranty claims must be submitted within 60 days of receipt. Claims are processed within 7 business days of receiving the returned item.

Refund Processing

Once we receive and inspect your return, we will notify you of the approval status. If approved:

• Payment method refunds: Processed automatically to your original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your financial institution.
• Store credit: Issued via email within 2 business days of approval.

Exchanges

We offer exchanges for items of equal or greater value (you pay the difference for higher-value items). To initiate an exchange:

1. Contact us at info@virtusfitness.com with your order number and the item you'd like to exchange for.
2. Once approved, we will arrange courier pickup of the original item and delivery of the replacement.

Exchanges are subject to stock availability. If the requested replacement is unavailable, we will offer a refund or store credit instead.

Order Cancellations

Orders may be cancelled at any time before dispatch for a full refund. Once an order has been dispatched, cancellation is no longer possible — please refer to our return policy above.

To cancel an order, contact us immediately at info@virtusfitness.com with your order number.

Contact Us

For any questions about shipping, returns, refunds, or exchanges:

VIVO General Trading LLC

Level 3, The Bridge Tower, Sports City, Dubai, UAE

Email: info@virtusfitness.com

Last updated: 2026-03-02