Refund policy

30-day returns

You have 30 days after receiving your order to request a return. To begin, email contactvirellostore@gmail.com with your order number and the item you wish to return.

Do not send an item back before receiving return instructions. Returns sent without prior contact may be delayed or refused where permitted by law.

Eligibility

Items must be unused, in the condition received and, where possible, in their original packaging. You will need proof of purchase. The 30-day Virello return offer does not reduce any mandatory right available under consumer law.

EU right of withdrawal

If you are a consumer in the European Union, you generally have a statutory 14-day right to withdraw from an online purchase without giving a reason, subject to legal exceptions. The period normally begins when you receive the goods. To exercise this right, send us a clear statement before the deadline.

Unless an item is faulty, damaged, incorrect, or we agree otherwise, you are responsible for the direct cost of returning it. If you use the statutory right of withdrawal, eligible payments including the standard outbound delivery cost are refunded as required by law; extra costs for an upgraded delivery method are not refundable.

Damaged, defective or incorrect items

Inspect your order after delivery. If an item arrives damaged, defective or incorrect, contact us promptly with your order number and clear photos of the item and packaging. We will assess the issue and provide the appropriate remedy. Mandatory rights concerning defective goods are unaffected.

Exceptions

Some goods may be excluded from withdrawal or return where the law allows, including personalised items and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Gift cards cannot be returned except where required by law. Contact us if you are unsure about a specific item.

Exchanges

The simplest way to exchange an item is to return the original item following the process above and place a new order after the return has been accepted.

Refunds

We will confirm once a return has been received and inspected. Approved refunds are sent to the original payment method. Bank and payment-provider processing times vary. For a statutory withdrawal, we may withhold the refund until the goods are received or you provide evidence that they have been returned, as permitted by law.

If an approved refund has not appeared after 15 business days, contact contactvirellostore@gmail.com