Refund policy

Return & Refund Policy

1. Statutory Right of Withdrawal (EU Customers)

If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period will expire 14 days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. by email).

Contact:
hello@virellacosmetics.com

2. Conditions for Returns

Returned items must meet the following conditions:

  • Unused, unopened and in the same condition as received

  • In original packaging

  • With all seals and hygiene protections intact

  • Proof of purchase required

3. Exclusion of the Right of Withdrawal (Hygiene & Cosmetics)

The right of withdrawal does not apply to:

  • Sealed cosmetic, skincare, haircare, hygiene or personal care products if the seal has been removed after delivery, for reasons of health protection and hygiene

  • Soaps, skincare, sunscreens, oils and hair care products once opened or unsealed

  • Candles if used or damaged after delivery

4. Limited Editions & Sale Items

  • Sale items and discounted products are non-returnable

  • Limited Edition products are excluded from returns, unless the item is defective or incorrect

5. Return Procedure

Returns must be requested in advance.

To initiate a return, please contact us at:
📧 hello@virellacosmetics.com

Returns sent without prior approval will not be accepted.

Approved returns must be sent to the return address provided by us after approval.

6. Return Shipping Costs

  • Customers are responsible for return shipping costs, unless:

    • The item is defective, or

    • The wrong item was delivered

In these cases, we will cover the return shipping costs.

7. Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us immediately after receipt so we can resolve the issue quickly and fairly.

8. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued either to the original payment method or as store credit, at the customer’s choice

  • Shipping costs are refunded only for standard shipping

  • Refunds are processed within 10 business days

Please note that banks or payment providers may require additional time to process the refund.

9. International Orders (Non-EU)

For customers outside the European Union, returns are handled in accordance with this policy, except where local consumer laws require otherwise.

Customers are responsible for:

  • Return shipping costs

  • Any customs duties, taxes or fees related to the return

10. Contact

If you have any questions regarding returns or refunds, please contact us at:
📧 hello@virellacosmetics.com