Refund policy
Return & Refund Policy
Thank you for shopping with Virellees. We want you and your pet to be happy with your purchase. If something isn't quite right, we're here to help.
RETURNS
You may request a return within 14 calendar days of receiving your order.
To be eligible for a return, the item must:
Be unused and in the same condition in which it was received
Be free from pet hair, stains, odors, scratches, damage, or signs of use
Not have been washed, altered, or assembled incorrectly
Be returned with its original packaging and accessories, where applicable
Include proof of purchase or your order number
For hygiene reasons, pet products that have been used directly on an animal may not be eligible for return unless they are defective or damaged upon arrival.
Please contact our customer service team before returning any item. We will provide you with the correct return address and return instructions.
Do not return products without contacting us first.
RETURN SHIPPING
If you are returning an item because you changed your mind, ordered the wrong item, or no longer need the product, the customer is responsible for return shipping costs.
Original shipping fees are non-refundable unless the return is due to an error on our part.
If you received:
A damaged item
A defective product
The wrong item
An item that significantly differs from your order
please contact us with your order number and clear photos or videos of the issue.
If the issue is confirmed to be our responsibility, we will arrange an appropriate solution and you will not be responsible for the return shipping cost.
DAMAGED OR DEFECTIVE ITEMS
Please inspect your order after delivery.
If your product arrives damaged, defective, or incorrect, contact us as soon as possible and provide:
Your order number
Photos or videos showing the issue
A brief description of the problem
Once reviewed, we may offer a replacement, exchange, partial refund, or full refund, depending on the situation.
Please do not discard the product or packaging before contacting us, as we may need additional information to process your claim.
PET HYGIENE & USED PRODUCTS
Because many of our products are designed for direct use with pets, we cannot accept returns of products that show signs of use for hygiene and safety reasons.
This may include products that:
Have been used on a pet
Contain pet hair or fur
Have been washed or cleaned
Have visible stains or odors
Show bite marks, scratches, or other pet-related damage
This restriction does not apply if the item arrived defective, damaged, or incorrect.
NON-RETURNABLE ITEMS
The following items may not be eligible for return:
Used pet-care or grooming products
Products with visible pet hair, stains, odors, scratches, or bite marks
Personalized or custom-made products
Gift cards
Items damaged due to misuse or improper care
If you are unsure whether your item is eligible for return, please contact us before sending it back.
REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow approximately 3–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank, credit card provider, PayPal, or other payment provider.
Please note that shipping and payment-provider processing times are outside our control.
EXCHANGES
If you would like to exchange an eligible item, please contact our customer service team first.
The fastest option may be to return the original item and place a new order after the return has been approved.
If you received a defective, damaged, or incorrect item, please contact us before placing another order.
ORDER CANCELLATIONS
You may request to cancel your order before it has been shipped.
Please contact us as soon as possible after placing your order.
Orders are normally processed within 2–3 business days.
If your order has already been processed or shipped, we may no longer be able to cancel it. In this case, you may request a return after receiving the package, subject to the return conditions above.
There is no fixed cancellation deadline as long as the order has not yet been shipped.
RETURN ADDRESS
Please do not send your return to the address shown on your package unless instructed to do so.
Return addresses may vary depending on the product and fulfillment location.
Please contact our customer service team first to obtain the correct return address.
Packages returned to an unauthorized address may not be eligible for a refund.
QUESTIONS
If you have any questions about returns, refunds, exchanges, or cancellations, please contact our Support Center before returning your item.
We are happy to help resolve any issue with your order.