Refund policy

Virella Living Return, Refund & Exchange Policy
Thank you for shopping at Virella Living. We take great pride in our premium skincare, cosmetics, and hair extensions. Because our products are hygiene-sensitive and personal in nature, our policies are designed to protect both our customers and our business safety standards.
1. Exchanges & Store Credit (Change of Mind)
We DO NOT offer Exchanges or Store Credit. 
  • Strict Hygiene Conditions: Due to public health and hygiene regulations, skincare, cosmetics, and hair extensions must be returned completely unopened, unused, uncut, unaltered, and with all original factory tags and seals intact.
  • Opened Items: Any product that has been opened, tested, swatched, or unsealed cannot be returned, exchanged, or credited under any circumstances.
  • Courier Fees: The customer is entirely responsible for the courier costs associated with returning the item to us and shipping out the replacement item.
  • Exclusions: Items bought on sale, during clearance promotions, or as part of a custom bundle are final sale and cannot be exchanged.
2. Damaged, Defective, or Incorrect Goods
If your items arrive broken (e.g., cracked makeup palettes, leaking skincare bottles) or if you received the wrong product, we will resolve the issue immediately at no extra cost to you.
  • 3-Day Reporting Window: You must report any transit damage or delivery mistakes within 3 days of receiving your package.
  • Required Proof: Email us at virellaliving@gmail.com with your order number and clear photographic or video evidence of the damaged product and its outer packaging.
  • Resolution: Once our team verifies the damage, we will arrange for our courier to collect the defective item. You will be given the choice of a full refund to your original payment method, store credit, or an immediate replacement at our expense.
  • Important: Please do not discard the item or its packaging until your claim has been processed and approved.
3. Nationwide Shipping & Delivery Disclaimer
We partner with reliable third-party local courier networks to deliver your orders across South Africa.
  • Transfer of Risk: Risk of loss or damage to the products transfers to you, the buyer, the moment the package is successfully marked as delivered and signed for at your designated shipping address.
  • Liability Limitations: Virella Living is not legally liable for delivery delays or failures arising from third-party courier backlogs, civil unrest, adverse regional weather conditions, or incorrect address information supplied during checkout.
  • Unclaimed Packages: If a courier attempts delivery and is unable to reach you after multiple attempts, any secondary delivery re-routing or storage costs will be billed entirely to the customer.
4. Product Usage & Safety Disclaimer
  • Mandatory Patch Test: Because everyone’s skin and hair profiles differ, individual clinical results will vary. We highly recommend completing a standard 24-hour skin patch test before utilizing any cosmetic or active skincare product.
  • Not Medical Advice: Store descriptions and advice do not serve as a substitute for professional medical diagnoses, dermatological treatments, or clinical consultations. Stop use immediately and consult a medical practitioner if an adverse reaction occurs.
5. How to Initiate an Exchange or Report Damage
  1. Send an email to virellaliving@gmail.com
  2. State your Order Number and the reason for your request (Exchange or Damage).
  3. Attach photos if the item is damaged.
  4. Our support team will respond within 24–48 hours with shipping instructions.