返金ポリシー
We offer 30-day free worldwide returns on all orders.
If you're not completely satisfied with your purchase, you may return it within 30 days of delivery at no cost to you — no matter where you are in the world.
To initiate a return, please contact us at virelux.store@gmail.com with your order number and reason for return. We'll provide you with a prepaid return label and instructions.
Refunds will be processed to your original payment method within 5–10 business days of receiving the returned item.
Missing Information Required for Order Processing: If additional information is required to process or ship your order (such as a phone number, address clarification, or product selection), we will contact you using the email address provided at checkout.
Orders will be placed on hold until the required information is received. If we do not receive a response within 7 days of our initial request, we reserve the right to cancel the order and issue a full refund to the original payment method.
Items must be returned in their original condition and packaging.
Virelux After-Sales Policy
After-Sales Timeframes
Delivered Orders: Claims must be submitted within 7 days after delivery.
Undelivered Orders: Claims must be submitted within 60 days after shipment.
Requests outside these timeframes may not be accepted.
How to Submit an After-Sales Request
To request support, provide:
- Order number
- Tracking number
- Description of the issue
- Supporting evidence (photos, videos, screenshots, etc.)
Order Cancellations
Orders can only be cancelled before shipment. Shipping fees may be refunded first; product refunds depend on supplier approval. Once an order has shipped, cancellations are not possible.
Fulfillment Issues
If an order cannot be fulfilled due to product unavailability, shipping restrictions, or supplier issues, a cancellation and refund request may be submitted.
Product Quality Issues
If a product arrives damaged or has a confirmed manufacturing defect, provide photo/video evidence. Virelux will investigate with the supplier. Approved claims may receive a replacement or refund.
Not considered quality issues: change of mind, personal preferences, product feeling different than expected, or minor differences in appearance.
Incorrect Orders
If the wrong item was shipped due to a fulfillment mistake, provide evidence. Approved cases may receive a replacement or refund.
Shipping Delays
Delays caused by weather, holidays, customs, local courier delays, or other logistics issues are not eligible for compensation. Virelux will assist with tracking updates and courier communication where possible.
Lost Packages
A claim may be submitted if tracking has not updated for 30+ days, or the courier confirms the package is lost. Approved cases may receive a replacement shipment or refund.
Delivery Issues
If tracking shows delivered, refunds are generally not available — customers should contact their local courier. If delivery failed due to an incorrect address, unavailable recipient, or refusal to accept delivery, compensation may not be provided.
Returns
Returns due to change of mind are generally not accepted. Customers requesting a return may be required to cover return shipping costs. Returning products internationally may cost more than the product value and is usually not recommended.
Customs & Import Fees
Customers are responsible for customs clearance requirements and any applicable taxes or fees. Virelux is not responsible for delays or failed deliveries caused by unpaid customs fees or customer refusal to cooperate.
Force Majeure
Virelux is not responsible for delays or damages caused by circumstances outside our control, including natural disasters, strikes, wars, government restrictions, severe weather, or customs inspections.
Important Note
All after-sales requests are reviewed individually and depend on supplier and shipping provider investigation results. Virelux will always work with customers to resolve genuine issues and provide support wherever possible.
Last updated: July 2026