Refund policy

Last updated: August 24, 2026

At Virellian, we want you to shop with confidence. We offer a straightforward 30-day return policy for eligible purchases, including both defective and non-defective products.

This policy applies to purchases made through virellian.shop and is intended to provide clear information about returns, exchanges, refunds, and cancellations.

Nothing in this policy limits or excludes any statutory rights you may have under applicable UK consumer law.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

We accept returns for both defective and non-defective products, subject to the conditions and legal rights described in this policy.

For a product to qualify for a voluntary return, it should be:

In its original condition.
Unused, except where necessary to reasonably inspect the product.
Free from stains, excessive dirt, strong odours, or damage caused after delivery.
Returned with its original accessories, components, and packaging where reasonably possible.
Accompanied by your order number or other proof of purchase.

For larger furniture items, including sofas, sofa beds, and modular seating, we strongly recommend keeping the original packaging until you have decided to keep the product.

2. Free Return Shipping

Virellian provides free return shipping for eligible returns.

Returns are handled by mail or carrier collection, depending on the size and nature of the product.

Before returning an item, please contact us so that we can provide the appropriate return instructions and arrange the applicable return method.

Please do not send a product back to our business address unless we specifically instruct you to do so.

No restocking fee will be charged.

3. How to Request a Return

To request a return, contact us within 30 days of delivery:

Email: adityahu779@gmail.com
Phone: +44 161 391 1650

Please provide:

Your full name.
Order number.
Product name.
Reason for the return.
Photos or videos where relevant, particularly for damaged, defective, or incorrect products.

Once we receive your request, we will provide the appropriate return instructions.

4. Return Shipping and Return Labels

Where a return is approved, Virellian will provide the applicable return shipping arrangements.

Depending on the product and carrier, you may receive a return label or instructions for arranging the return.

For larger furniture items, we may arrange a suitable carrier collection rather than requiring you to send the item through a standard parcel service.

Customers should follow the return instructions provided by Virellian to ensure the product is returned safely and correctly.

5. Returning Furniture

Because many Virellian products are larger furniture items, including sofas, sofa beds, modular sofas, and chaise lounges, additional care should be taken when preparing a return.

Where reasonably possible:

Include all cushions and removable components.
Include all accessories and supplied parts.
Use the original packaging if it is still available.
Protect the furniture appropriately during transportation.
Do not disassemble the product in a way that could cause damage.
Follow any collection or packaging instructions provided by us.

If the original packaging is no longer available, please contact us before attempting to return the product.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or you receive an incorrect product, please contact us as soon as reasonably possible.

Please provide photographs or videos showing:

The product received.
The damage or defect.
The external and internal packaging where applicable.
The order number.

We will assess the issue and determine the appropriate resolution, which may include a repair, replacement, exchange, or refund, depending on the circumstances and your applicable legal rights.

Please keep the product and packaging until we have provided further instructions.

7. Non-Defective Returns

You may also request a return if you simply change your mind, provided the return is made within the applicable 30-day period and the product meets the conditions for a voluntary return.

Where required by law, your statutory cancellation rights may provide additional protections.

For non-defective returns, products should be returned in an appropriate condition and should not have been used beyond what is reasonably necessary to inspect their nature, characteristics, and functionality.

8. Refunds

Once your returned product has been received and inspected, we will process an approved refund.

Refunds will normally be issued to the original payment method used for the purchase.

Virellian does not charge a restocking fee.

Where you are entitled to a refund under applicable law or our voluntary return policy, we will process the applicable amount in accordance with this policy.

9. Refund Processing Time

We aim to process approved refunds within 5 days after the returned product has been received and any necessary inspection has been completed.

After we process the refund, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.

The time taken by a bank or payment provider is outside Virellian's direct control.

10. Exchanges

Virellian accepts exchanges, subject to product availability.

You may contact us if you would prefer:

A different product.
A different colour.
A different configuration.
Another available product of comparable value.

An exchange may require the original product to be returned before the replacement is dispatched.

If the requested replacement is unavailable, we may instead offer another appropriate resolution, including a refund where applicable.

11. No Restocking Fee

Virellian does not charge a restocking fee.

You will not be charged a percentage or fixed restocking fee simply because you return an eligible product.

12. No Final Sale Items

Virellian does not designate products as final sale items under this return policy.

Eligible products remain subject to the applicable return terms and statutory consumer rights.

13. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to stop an order that has not yet been processed or dispatched.

If an order has already been dispatched, you may need to use the applicable return or cancellation procedure.

Where you have a statutory right to cancel an order, that right will apply in accordance with applicable UK consumer law.

14. Products That Have Been Used or Damaged

For voluntary returns that are not based on a product being faulty or otherwise not conforming to the contract, the product should not have been used beyond what is reasonably necessary to inspect it.

If a product has been damaged, soiled, stained, modified, or excessively used after delivery, this may affect the amount refundable where applicable under law.

This does not affect your statutory rights where the product is faulty, not as described, or otherwise fails to meet applicable legal requirements.

15. Statutory Consumer Rights

This policy does not affect your statutory rights under applicable UK consumer protection law.

Depending on the circumstances, you may have rights relating to:

Faulty or defective goods.
Goods that are not as described.
Goods that are not of satisfactory quality.
Goods that are not fit for their intended purpose.
Cancellation rights for distance purchases.
Refunds, repairs, replacements, or other remedies available under applicable law.

Where statutory rights provide a different or greater protection than this voluntary return policy, the applicable statutory rights will apply.

16. Return Address

Please do not send returns directly to the Virellian business address unless our customer service team specifically instructs you to do so.

We will provide the appropriate return address, label, or collection instructions when your return request has been approved.

17. Contact Us

For return, refund, exchange, cancellation, or product-related questions, please contact:

Virellian
18 Purley Knoll
Purley
CR8 3AE
United Kingdom