When a detail
needs putting right.
Return request period：30 calendar days after delivery.
Approved returned merchandise：Refund initiated within 5–10 business days after receipt and inspection.
Restocking charge：None for approved returns.
01. The request window
Contact us within 30 calendar days after delivery to request an eligible preference return, such as a change of mind or an unsuitable selection when the supplied product matches its description.
This standard preference-return window does not restrict mandatory remedies for defective, incorrect, incomplete, or materially misdescribed goods.
02. Condition and included contents
Preference returns should be unused, unaltered, and complete with supplied tools, components, sheets, materials, instructions, and original packaging. Explain missing packaging or contents when requesting assistance.
Disclose pressing, cutting, gluing, staining, moisture exposure, contamination, consumed materials, or damage. Opening packaging alone is not proof of misuse. A defect discovered during proper preparation or use is assessed separately.
03. Starting a request
Email service@virelash.com with your order number, product and variant, reason, condition, and relevant photographs or video where useful and safe.
For missing contents, identify the component or quantity promised in the listing. For a functional concern, describe relevant preparation and use steps. Wait for approval and instructions before mailing.
04. Authorized return destination
Do not send returns to our registered business address unless customer service specifically instructs you to do so. The sender address on the original parcel is not automatic return authorization.
After approval, we provide the appropriate destination, reference, and return instructions. Ask for clarification if any details are incomplete.
05. Preference-return costs
Customers pay postage for preference returns. Original outbound shipping charges are not refunded for these returns unless legally required.
No restocking fee applies to approved returns. Any lawful product-specific restriction must be disclosed before purchase. A sale price alone does not make an item non-returnable.
06. Damaged, defective, or incorrect items
Contact us promptly about damaged, defective, incorrect, incomplete, or materially misdescribed products. Include relevant details and evidence that can be obtained safely. No arbitrary reporting cutoff removes mandatory rights.
For a verified issue attributable to us, the appropriate remedy and required return shipping are provided without additional cost. Relevant outbound shipping is refunded when an entire order is refunded because of our error.
07. Used materials and natural variation
Consumed, cut, glued, permanently mounted, contaminated, or altered materials may not qualify for a standard preference return. Clearly disclosed personalized or final-sale products, if offered, may have lawful restrictions.
Natural differences in plant shape or color and variations in creative results do not by themselves establish a defect. A materially inaccurate listing, wrong supplied material, or genuine product fault is assessed separately. These conditions do not override mandatory rights.
08. Packing and inspection
Protect delicate plant materials, paper edges, glass, tools, and small components where supplied. Follow the authorized instructions and retain tracking or proof of postage.
Do not include your own fresh plants, personal specimens, or unrelated materials. Tell support about unsafe damage or contamination before dispatch. We inspect against the applicable conditions and explain any eligibility concern.
09. Refund method and timing
Approved return refunds are initiated to the original payment method within 5–10 business days after receipt and inspection. When no return is required, refunds are initiated within 5–10 business days after approval.
Provider posting time may be additional. Shorter mandatory deadlines prevail. An approved monetary refund is not replaced with store credit without agreement. If the original method cannot receive funds, we will coordinate a lawful alternative.
10. Exchanges
Exchange availability depends on stock and the requested product. Any applicable price difference or postage is explained before you agree.
If a direct exchange is unavailable, we can explain eligible return and reorder options. Check dimensions, sheet sizes, materials, and included contents before choosing a replacement.
11. Cancellations
Request cancellation immediately. It can be accommodated only before fulfillment begins; packing or dispatch preparation may prevent cancellation. Successful cancellations have no fee.
Captured payment is refunded through the original method within 5–10 business days after cancellation confirmation, or sooner where legally required. No return is required for an unshipped canceled order.
12. Further review and consumer rights
If you disagree with an assessment, reply with your order number, earlier correspondence, and the facts you want reconsidered.
Nothing here excludes mandatory consumer protections, applicable warranties, or rights that cannot lawfully be limited. Contact service@virelash.com for assistance.