Return and Refund Policy

Last updated: October 27, 2026

We want the return process to be clear. The arrangements below apply to purchases from Virellozav and do not replace any non-waivable consumer rights.

Request a return within 30 days

Contact us within 30 calendar days after confirmed delivery to request an eligible return. Supply your order number, the item and the reason for returning it. For preference-based returns, goods should be unused, unaltered and undamaged, with included components and original packaging where reasonably applicable. Please retain proof of purchase.

These condition requirements for preference returns do not prevent you from reporting an item that arrived damaged, defective, incorrect or materially different from its description. Your mandatory rights may continue beyond our voluntary return-request period.

Before posting a parcel

Wait for our return instructions and the correct destination. The registered business address is not a return warehouse, and the outbound parcel label may not show the correct return location. Protect the item for transport; a tracked service and proof of posting can help resolve any delivery question. We will explain any relevant instructions for your particular return.

Return costs and product problems

For a change of mind or other preference-based return, the buyer pays the return shipping cost. If the issue is caused by us or fulfillment, including a damaged, defective, incorrect or materially misdescribed product, we cover reasonable costs needed to resolve that error. Contact us with a description and helpful photographs so we can assess the appropriate remedy.

For an approved preference return, we refund the eligible returned item amount actually paid. Original shipping charges, if any, are generally not refunded for preference returns, except where required by law. For a seller or fulfillment error, we will include the shipping or other amounts required for the applicable remedy. Any proposed deduction will be explained and must be legally permitted.

Refund timing

After the returned goods are received and inspected, we will communicate the outcome. Approved refunds are generally initiated to the original payment method within 5–10 business days after receipt and inspection. Your bank or payment provider may take additional time to post the credit. Contact us if you have not received the expected refund, so we can check its status.

Cancellation and dispatch delays

Request an ordinary cancellation as soon as possible. We will try to stop fulfillment but cannot guarantee a change after it begins. If an unshipped order is cancelled because we cannot meet the promised dispatch time, the applicable full and prompt refund is handled separately; it is not subject to a return, inspection or the ordinary returned-goods timetable.

We do not require you to accept store credit instead of a monetary refund when a refund is owed. Contact us to discuss an exchange; availability must be confirmed rather than assumed.

Business details and support

Virellozav is operated by Zhongshan Huajian Cross-Border E-Commerce Co., Ltd.

Registered business address: Room 306, 3rd Floor, No. 23, Xiangxing West Street, Shunxing South Road, Henglan Town, Zhongshan, Guangdong, China
Website: virellozav.com
Email: service@virellozav.com
Telephone: +86 760 2368 1082
Support hours: Monday–Friday, 9:00 AM–6:00 PM, Beijing Time (UTC+8)
Customer support replies: within 1–2 business days.

This registered address is not a return warehouse. Please obtain return instructions from us before sending goods.