Return & refund policy

14 Days Return & Refund Policy

Change of Mind

We offer a 14-day 100% money-back guarantee (excluding the shipping fee) if you had a change of mind. We will process your refund after we receive the returned products, provided they are returned within 14 days of purchase and unopened (still plastic wrap around the product). For any products that are not damaged, you will need to pay the cost of the return, and we encourage you to use a trackable service as any lost returns cannot be reimbursed. Kindly let us know you will be returning the product(s) within 14 days after delivery, by e-mailing us or use the contact form.

Incorrect, damaged or Faulty Products

If you have received incorrect, damaged or faulty products, please provide details (including photos) within 14 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order number in the subject line so we can find your order easily and process your request quickly.

Missing Order or Item

If your order is missing, please look up your tracking number received by either/or SMS and email. Please contact us at support@virena.eu with your order number if the tracking doesn’t help.

If any item is missing from the order, please contact our customer care at support@virena.eu so we can organise replacements for missing products. Please include your order confirmation number in the email so we can find your order easily and process your request promptly.

Other Issues

If you’re experiencing any other issue with our product(s), please provide details by using the contact form or sending us an email.

How to Return Products

If you need to return products and it is in accordance with this Policy, please contact us by using the contact form or send us an email, to find out how to return the product(s) to the nearest warehouse.

Kindly always include your order confirmation number in the email as well as pictures of the products you wish to return.

Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

Still need help?

We are happy to help and will get back to you within 1-3 business days.