Return and Refund Policy
Return & Refund Policy
At VIRELLENA, we want every customer to feel confident when making a purchase. Our aim is to manage return requests, product issues, exchanges, and refunds in a clear, reasonable, and timely way.
This policy explains the conditions and procedures that apply when you want to return a product, report an issue, request an exchange, or receive a refund.
1. Return Eligibility
VIRELLENA provides a 30-day return period. You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, the product must:
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Remain in the condition in which it was received
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Be unused and unworn
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Include original tags, where applicable
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Be returned in its original packaging
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Be accompanied by a receipt, order confirmation, or other acceptable proof of purchase
Products that do not satisfy these requirements may not be accepted for return.
2. How to Request a Return
Before sending any item back, you must first contact our customer support team at:
Please include your order number, the product you would like to return, and the reason for your request.
If your return is approved, VIRELLENA will provide:
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A return shipping label
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The authorized return destination
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Instructions for preparing and sending the package
Items returned without prior authorization or without following the provided return instructions may not be accepted.
3. Damaged, Defective, or Incorrect Items
Please inspect your order shortly after it is delivered.
Contact VIRELLENA as soon as possible if:
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The product arrives damaged
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The item is defective
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You receive an incorrect product
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The contents of your order do not match what you purchased
Our customer support team will review the information provided and determine the appropriate solution.
To help us evaluate the issue efficiently, we may ask for photographs of the product, packaging, shipping label, or any visible damage.
4. Items Not Eligible for Return
Certain products cannot be returned because of their nature, hygiene requirements, safety considerations, or conditions of sale.
Non-returnable products may include:
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Perishable goods, including pet food and treats
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Customized, personalized, or made-to-order products
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Personal care, grooming, hygiene, or sanitary items
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Hazardous materials
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Flammable liquids
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Flammable or pressurized gases
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Gift cards
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Clearance or sale items
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Original shipping charges paid at checkout
If you are unsure whether a particular product can be returned, please contact us before completing your purchase.
5. Exchanges
For most exchange requests, the fastest approach is to return the original item and place a separate order for the preferred replacement.
Once your return has been approved and accepted, you may submit a new order for the desired product, size, style, or variation.
We cannot guarantee that a particular product or variation will remain available while your return is being processed.
6. European Union Cancellation Rights
Customers whose orders are delivered within the European Union may cancel or return an eligible purchase within 14 days after receiving it.
During this statutory cooling-off period, eligible products may be returned without the customer needing to provide a specific reason.
The returned product must:
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Be unused
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Remain in its original condition
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Be returned in its original packaging
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Include valid proof of purchase
These cancellation rights are provided in addition to any other protections available under applicable consumer law.
7. Refund Processing
After a returned package is received, VIRELLENA will inspect the product and notify you whether your refund request has been approved or declined.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for VIRELLENA to process an approved refund.
Your bank, credit card issuer, or payment provider may require additional time before the refunded amount appears in your account. Processing periods imposed by financial institutions are outside VIRELLENA’s control.
If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact us at:
8. Return Destination
Please do not send any product directly to the address below unless VIRELLENA has first authorized the return and provided the applicable return shipping label.
Unauthorized returns may be rejected, delayed, or returned to the sender.
Legal Entity:
Finnovate Hong Kong Limited
Return Address:
16/F, CENTRAL PLAZA, 18 HARBOUR ROAD
WAN CHAI, HONG KONG
Customer Support Email:
support@virellena.com