Informativa sui rimborsi
At Virela, we are committed to providing the highest quality pet products on the market, ensuring they meet your expectations. We understand that sometimes a product may not meet your needs or expectations, and we want to make the return process as simple as possible.
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.
Return Eligibility
To be eligible for a refund, your item must be in the same condition as when you received it:
- Unused, with tags, in its original packaging, and with all parts included, including any thank-you cards or gifts.
- Please note that returned items that are dirty, broken, damaged, or stained will not be eligible for a refund.
- If your return request is approved, the shipping costs for returning the item to the sender will be the responsibility of the customer.
- You may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
How to Initiate a Return
To start a return, contact our customer service at info@virelapets.com. Please provide your order number and a brief explanation of the reason for the return or how we can improve our products. We ask that you demonstrate your photography skills by capturing images of your order items to prove their eligibility for return.
Return Shipping
The return shipping costs are the responsibility of the customer. Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.
Refunds (If Applicable)
To be eligible for a refund or exchange, you must first email us within 30 days of receiving your products at info@virelapets.com, or use the contact form on our website. Upon receipt of the item, we will send a replacement item if available.
We will notify you once we have received and inspected your return and let you know if the refund has been approved or not. If approved, you will be automatically refunded to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
This policy does not cover orders with an incorrect shipping address.
Order Cancellation
We process orders quickly, so if you need to cancel, you have a 6-hour window from the time of purchase. Simply reach out to our customer support team via live chat if available or email at info@virelapets.com with your order number, and we’ll handle the rest.
Please note that an order cannot be canceled if it has already been processed by our system and assigned a tracking code, even if it has not yet been delivered.
Lost or Stolen Packages
We are not responsible for lost or stolen packages that have been confirmed as delivered by the courier to the address provided in an order. Depending on the logistics company used, we may be able to provide proof of delivery from the courier responsible for the final delivery.
If the courier’s tracking information indicates that the package was successfully delivered, and the shipping details match those entered at the time of purchase, unfortunately, we cannot issue a refund.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange an item, please email us using the contact form on our website.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.
If you do not contact us immediately, we may infer that the damage reported was not caused by a defective product or transportation. We hope this is a friendly reminder to contact us promptly.
Shipping Protection at Check Out
To offer our customers extra peace of mind, we provide optional Shipping Protection at checkout. This service covers your order against damage, loss, or theft during transit. It does not cover issues occurring after the courier marks the parcel as delivered (e.g. porch piracy or misplaced parcels post-delivery).
If you opted in for Shipping Protection and your order is lost or arrives damaged, please contact us at info@virelapets.com within 7 days of the estimated delivery date. We’ll resolve the issue by sending a replacement or refunding your order, depending on availability.
Please note:
- Claims for lost/damaged packages without Shipping Protection are handled on a case-by-case basis and may not be eligible for full coverage.
- Orders marked as “Delivered” by the courier are not covered under this policy.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
- Perishable goods (such as food, flowers, or plants)
- Customized products (such as special orders or personalized items)
- Pets care items (such as beauty products)
For hygiene reasons, we cannot offer refunds on products related to pet hygiene or care.
Please contact us if you have any questions or concerns about your specific item.
Chargebacks & Disputes – Let’s Keep It Friendly!
We always strive to provide excellent customer service and resolve any issues quickly and fairly. If you experience any problems with your order, we kindly ask you to contact us before filing a chargeback or dispute with your bank. Chargebacks can be a slow and complicated process, which may delay your refund or resolution.
By reaching out to us first at info@virelapets.com, we can handle your request faster and more efficiently, whether it’s a refund, replacement, or any other support you need. We believe in friendly, direct communication to ensure the best experience for our customers.
Delays & Unexpected Events
We do our best to continue offering free worldwide shipping, but delays and unexpected events may be more frequent during peak periods. Please allow up to 30 days for delivery before considering order cancellation.