Política de reembolso

Return and Refund Policy

At VIORVELLA, we want you to feel confident with your order. If you are not fully satisfied, you may request a return within 14 days from the date your order is delivered.

Return Conditions

To be eligible for a return, the item must be:

- Unworn, unused and in its original condition
- Free from stains, perfume, makeup, deodorant marks or damage
- Returned with all original tags and packaging
- Sent back within the approved return window

Items that do not meet these conditions may be refused or only partially refunded.

How to Request a Return

To start a return, contact us at viorvella.support@gmail.com with your order number and the reason for your return.

Once your return request is approved, we will provide return instructions. Please do not send items back without contacting us first.

Return Shipping Cost

Return shipping costs are the responsibility of the customer.

A flat return shipping fee of €7.00 may be deducted from your refund when we provide a return label, unless the item is defective, damaged or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method. Please allow several business days for your bank or payment provider to process the refund.

Original shipping costs are non-refundable unless the return is due to a defective, damaged or incorrect item.

Restocking / Handling Fee

A restocking or handling fee may apply only where permitted by law and only if the item is returned used, damaged, missing tags, missing packaging or not in its original condition.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective or incorrect, contact us at [EMAIL] within 48 hours of delivery with photos of the item and packaging.

If the issue is approved, we will offer a replacement, store credit or refund.

Non-Returnable Items

We do not accept returns for:

- Items that have been worn, washed or altered
- Items with stains, perfume, makeup or signs of use
- Gift cards
- Final sale items, when clearly marked as final sale
- Personalised or custom-made items

Exchanges

We do not guarantee exchanges. If you need a different size or style, we recommend returning the item and placing a new order.

Cancellation Policy

Orders may be cancelled only before they are fulfilled or shipped.

If your order has already been processed, fulfilled or shipped, it cannot be cancelled and you will need to follow the return process after delivery.

Contact

For any return or refund question, contact us at:

viorvella.support@gmail.com