Returns & Refunds Policy

Returns & Refunds Policy

At Virelln, we want you to feel confident and satisfied with every purchase. Due to the intimate nature of our products, we maintain strict hygiene and safety standards while providing fair and transparent return options for defective or damaged items.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, the following conditions must be met:

  • The product must be unused, unopened, and in its original sealed packaging.

  • A return request must be submitted within 30 days of delivery.

  • The item must be defective, malfunctioning, or damaged during transit.

  • For hygiene and safety reasons, used intimate products can only be returned if a product defect is confirmed.

Please note: Virelln reserves the right to refuse returns that do not meet the eligibility requirements outlined in this policy.

2. Return & Exchange Process

Step 1: Submit a Return Request

Please contact us at support@virelln.com with the subject line:

“Return Request – Order #[Your Order Number]”

Please include the required information and evidence listed in Section 3.

Step 2: Approval & Return Instructions

Once your return request has been approved, we will provide you with the appropriate return address and shipping instructions.

Please do not send an item back before receiving return instructions from our customer service team.

Step 3: Product Inspection

Once we receive the returned item, our team will inspect it to confirm that it meets the requirements of this Return & Refund Policy.

Step 4: Refund or Replacement

  • Approved refunds will be issued to the original payment method used for the purchase.

  • Replacement items will be dispatched after the returned item has been received and the issue has been confirmed.

3. Required Information & Evidence

To help us process your return or exchange as quickly as possible, please provide:

  • Your order number

  • Clear photos or videos showing the defect or damage

  • Proof of purchase, such as your order confirmation email or a screenshot

  • A brief description of the issue

For products damaged during delivery, please contact us as soon as possible and provide clear photos of both the product and its packaging.

4. Return & Exchange Timeframes

  • Return requests must be submitted within 30 days of receiving your order.

  • Once your return has been approved, the item must be shipped back within 7 days.

  • Approved replacement items are normally processed within 3–5 business days after we receive and inspect the returned product.

5. Refund Method & Processing Time

Approved refunds will be issued exclusively to the original payment method used for the purchase.

After your refund has been approved, please allow approximately 5–10 business days for the funds to appear in your account.

The actual processing time may vary depending on your bank or payment provider. If the refund has been processed by Virelln but the funds have not yet appeared after this period, we recommend contacting your bank or payment provider directly.

6. Restocking Fee

In certain circumstances, a £20 restocking fee may apply, particularly when:

  • The product has been opened or used and can no longer be resold as new;

  • Original packaging, accessories, or instructions are missing or damaged;

  • The return is requested for reasons unrelated to a product defect.

The restocking fee helps cover the costs associated with product inspection, cleaning, repackaging, and restocking.

Unopened and unused items are generally exempt from the restocking fee.

7. Hygiene & Safety

Due to the intimate nature of our products, we cannot accept returns of opened or used items for hygiene and safety reasons unless the item is confirmed to be defective.

This policy helps us maintain appropriate hygiene standards for all of our customers.

8. Need Help?

Our customer service team is happy to assist you with any questions regarding returns, exchanges, or refunds.

Email: support@virelln.com

We aim to respond to all customer enquiries within 24–48 business hours.

At Virelln, we are committed to providing a fair, transparent, and customer-friendly return experience.