Shipping & Return Policy

How does shipping work?

VirealOne partners with global suppliers in order to provide you the best prices and the most interesting products. Because we ship directly from our partners in these countries, your item may take 2-30 days to arrive. Please don't panic if it doesn't show up immediately, it's on its way :)

This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc.

All orders are backed by our no questions-asked 100% Satisfaction Guarantee - if you don't love your VirealOne items, we'll send replacements for free (or give you a full refund).

What if I need to return something?

No worries! Contact us right away by email at returns@vireal.one and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back. We stand by our products - that's why we offer returns for 14 days after you receive your purchase.

ALL returned items MUST be returned in LIKE NEW condition with all original packaging and instructions and in the same condition that we sent them to you. Damaged original outer boxes, Original boxes with tapes or labels, stains, pet hair, folded cards, broken seals/plastic foiling, missing parts will not be accepted.

All returns or exchanges are subject to a third-party verification process. If the condition of the product shipped back to us is not in an acceptable condition, we reserve the right to not refund or exchange.

ALL CLAIMS OR REQUESTS FOR RETURNS OF DEFECTIVE PRODUCTS MUST BE MADE BY THE CUSTOMER TO VirealOne WITHIN 72 HOURS OF THE RECEIPT OF THE PRODUCT(S) BY THE CUSTOMER VIA EMAIL.

To complete your return, we require a receipt or proof of purchase emailed to you when purchased. Please do not send your purchase back to the manufacturer. Please do not send your item without prior notification. You can notify us by emailing us at returns@vireal.one

How is the refund processed?

Once your return is received and inspected by a third party, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within 5-10 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We do not refund postage for lost, unclaimed, refused, or undelivered packages.

If a package is returned as undelivered/unclaimed, it is the customer's responsibility to follow up with the postal carrier. If a package is returned or abandoned for refusing to pay the country's legal Import tax, it is the customer's responsibility, and we reserve the right to refuse the refund. If a package is refused by the customer after it was shipped, we reserve the right to refuse the refund. Please note shipping fees are not refundable (if initially covered by us, they will be deducted from the return payment).

Do you have any delivery claims?

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact the carrier to file a claim. VirealOne is not responsible for packages that have been reported stolen, lost, or misplaced if carrier marks are delivered and are not obligated to issue a refund or store credit for these packages. VirealOne is willing and happy to assist in finding the best solution to get the product to the recipient.

Do you have any late or missing refunds?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@vireal.one

What about items on sale?

Only regular priced items may be refunded, unfortunately, all items discounted by 40% or more are considered final sale and cannot be returned for store credit or refunded to the original form of payment.

What does the exchange process look like?

We only exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@vireal.one

Is order cancellation possible?

Customers have 4 hours to cancel their order if they changed their mind for any reason. Unfortunately, we cannot cancel orders as we dispatch all orders within 4 hours. If you wish to cancel your UNSHIPPED order after 4 hours, we will charge a 6% cancellation fee as payment providers charge this to us to reverse a payment. In order to cover these costs, they will be solely the customer's responsibility.

How does the return process work?

Once we received your initial email request for return, upon approval, you may return your product to the address we will provide via email within 7 days. Unfortunately, if 7 days pass we are unable to accept the return. PLEASE DO NOT SEND YOUR ITEMS WITHOUT PRIOR NOTIFICATION, WE HAVE A RIGHT TO REFUSE THE RETURNED ITEMS IF FAILURE TO DO SO. You will be responsible for paying for your own shipping costs for returning certain items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable, Signature Required shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.