Refund policy

Returns and Refunds Policy

30-Day Return Policy

We offer a 30-day return policy, providing you with 30 days from the date of receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. Additionally, you'll need to provide the receipt or proof of purchase.

To initiate a return, please contact us at return@thevirela.com. All returns should be sent to the following address: Austria, Tyrol, Salzstraße 18, 6402 Hatting.

If your return is accepted, we will send you a return shipping label along with detailed instructions on how and where to send your package. Please note that items sent back without prior return authorization will not be accepted.

Feel free to reach out to us at support@thevirela.com for any return-related queries.

Damages and Issues

Upon receiving your order, please inspect it promptly. If the item is defective, damaged, or if you have received the wrong item, contact us immediately. This allows us to assess the issue and make it right.

Exceptions / Non-Returnable Items

Certain items are not eligible for return, including perishable goods (such as food, flowers, or plants), custom products (like special orders or personalized items), and personal care goods (such as beauty products). Additionally, returns are not accepted for hazardous materials, flammable liquids, or gases. For inquiries regarding specific items, please get in touch.

Unfortunately, we cannot process returns for sale items or gift cards.

Exchanges

For a quick exchange process, we recommend returning the unwanted item. Once the return is approved, proceed to make a separate purchase for the desired item.

European Union 14-Day Cooling Off Period

For merchandise shipped into the European Union, you have the right to cancel or return your order within 14 days, without providing a justification. The conditions for return remain the same as mentioned above.

Refunds

Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically to your original payment method within 10 business days. Keep in mind that the processing time by your bank or credit card company may affect the actual posting of the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@thevirela.com.