Refund policy

Refund & Returns Policy

Last updated: 29 July 2026

At Virelax, we want you to feel confident when shopping with us. This Refund & Returns Policy explains our 30-day return policy and your statutory rights as a UK consumer.

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

1. Our 30-Day Return Policy

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

To be eligible for a change-of-mind return, the product must:

Be in the same condition in which you received it;
Be unused, except for reasonable inspection;
Include its original packaging, accessories, manuals and components; and
Be accompanied by your receipt, order confirmation or other proof of purchase.

To request a return, contact us at:

Email: sumaiya389059@gmail.com

Please include:

Your full name;
Your order number;
The product you wish to return;
The reason for the return; and
Photographs or videos if the product is faulty, damaged or incorrect.

We will review your request and provide the appropriate return instructions.

Please do not send products to an address found online or on the original parcel without contacting us first. Unauthorised returns might not reach the correct returns facility and may delay your refund.

2. UK Statutory Right to Cancel

For most goods purchased online, UK consumers have the right to cancel their order without giving a reason.

You must notify us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

After notifying us of your cancellation, you must normally return the goods within a further 14 days.

You can notify us by email or use the model cancellation form included at the end of this policy. You do not have to use the form, provided that you make a clear statement that you wish to cancel the order.

Our voluntary 30-day return policy is additional to your statutory cancellation rights.

3. Cancelling an Order Before Dispatch

If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible at sumaiya389059@gmail.com.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

If the order has already been dispatched, you can request a return after receiving it in accordance with this policy.

4. Return Instructions and Return Address

Returns must be sent only to the return address provided by our customer service team after your return request has been accepted.

Our returns facility may be different from our business or administrative address. The return location can also vary depending on the product and fulfilment location.

If your return is accepted, we will provide:

The authorised return address;
Packaging and return instructions; and
A downloadable return shipping label where applicable.

We do not charge a restocking fee.

Products returned without first contacting us, or sent to an unauthorised address, might not be accepted and may delay or prevent processing.

This requirement does not affect your statutory rights. Contacting us allows us to provide the correct return destination and instructions.

5. Return Shipping Costs

For approved UK returns, Virelax will provide a free downloadable return shipping label where applicable.

If the product is faulty, damaged, misdescribed or incorrect, Virelax will cover reasonable return shipping costs.

If you choose to use a different or more expensive return service without our prior agreement, we may only reimburse an amount equal to the return method offered by us.

Please retain your return receipt and tracking information until your refund has been completed. We cannot be responsible for returns sent using an unapproved or untracked method when we have provided another return method.

6. Reasonable Inspection and Diminished Value

You may inspect a product in the same way that you reasonably could in a physical shop.

You are responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to establish its nature, characteristics and operation.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by excessive use, damage, missing components or handling beyond reasonable inspection.

Opening the outer delivery packaging alone does not automatically make a product ineligible for return.

7. Health and Hygiene Exceptions

Certain sealed products may not be eligible for change-of-mind returns after the seal has been broken where a legal health or hygiene exception applies.

We will only apply this exception where the product:

Was supplied with an appropriate hygiene or protective seal;
Is genuinely unsuitable for return for health or hygiene reasons after unsealing; and
Meets the applicable legal requirements for the exception.

This exception does not affect your rights if the product is faulty, damaged, misdescribed or incorrectly supplied.

Please contact us before returning any massage or personal-care product so that we can confirm the appropriate return procedure.

8. Faulty, Damaged, Misdescribed or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

The product is faulty;
The product arrives damaged;
You receive the wrong product;
Parts or accessories are missing; or
The product is materially different from its description.

Email sumaiya389059@gmail.com with your order number and clear photographs or videos showing the issue.

Depending on the circumstances and your legal rights, we may offer:

A repair;
A replacement;
A price reduction; or
A full or partial refund.

We will cover reasonable return shipping costs for products confirmed to be faulty, damaged, misdescribed or incorrectly supplied.

Nothing in this section limits your statutory rights under applicable consumer law.

9. Items That Cannot Be Returned

Unless the product is faulty, damaged, misdescribed or incorrectly supplied, we may be unable to accept returns for:

Personalised or custom-made products;
Products that have been materially altered after delivery;
Products damaged through misuse, neglect or failure to follow the instructions;
Products missing essential parts, accessories or components;
Sealed goods that meet a legally applicable health or hygiene exception after being unsealed; and
Gift cards, where applicable.

If you are unsure whether a product is eligible for return, contact us before sending it.

10. Exchanges

The quickest way to receive a different product is normally to return the original product and place a new order after the return has been accepted.

If the product you received is faulty, damaged or incorrect, contact us before placing another order. We will explain the replacement or exchange options available.

Product availability cannot be guaranteed while a return is being processed.

11. Refund Processing

We will notify you after receiving and inspecting your return.

If the refund is approved, it will be issued to the original payment method.

For statutory cancellations, we will process the refund within 14 days after the earliest of:

The day we receive the returned goods;
The day you provide acceptable evidence that the goods have been returned; or
Where no goods were supplied, the day you notify us of your cancellation.

For other approved returns under our voluntary 30-day return policy, we aim to process the refund within 10 business days after the returned product has been received and inspected.

Your bank, card issuer or payment provider may require additional time to display the refund in your account. This processing time is outside our control.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at sumaiya389059@gmail.com.

12. Original Delivery Costs

Where required by law following a statutory cancellation, we will refund the cost of the least expensive standard delivery option offered for the order.

If you selected a more expensive or expedited delivery method, we are not required to refund the additional amount above the standard delivery cost.

Additional delivery charges that are unrelated to a statutory cancellation are refundable only where required by law or expressly agreed by us.

13. Partial Refunds

Where permitted by law, a partial refund may apply if:

The product has been handled beyond what was reasonably necessary for inspection;
The product has been damaged after delivery;
Parts, accessories, manuals or packaging are missing;
The returned product is not the product originally supplied; or
Only part of a multi-item order is returned.

We will explain any proposed deduction and the reason for it.

We will not make deductions that are prohibited by applicable consumer law.

14. Refunds for Promotional and Bundled Products

If a product was purchased as part of a bundle, multi-buy promotion or conditional discount, the refund may be recalculated based on the products retained.

Any recalculation will be explained before the refund is finalised and will not reduce your statutory rights.

Free gifts supplied as part of a promotion may need to be returned with the qualifying product. If the gift is not returned, we may deduct its reasonable value where legally permitted and where the promotion terms made this clear.

15. Refused and Undeliverable Parcels

If a parcel is refused, unclaimed or returned because the delivery information supplied by the customer was incomplete or incorrect, contact us to discuss the available options.

Where legally permitted, reasonable costs directly caused by an incorrect address, refusal or failure to collect may be deducted from a voluntary refund.

No such deduction will be made where the delivery failure was caused by us or the carrier acting on our behalf.

16. Lost Parcels

If tracking indicates that your order has not been delivered within the stated delivery estimate, contact us at sumaiya389059@gmail.com.

We may ask you to confirm your delivery address and cooperate with a carrier investigation.

Risk of loss or damage remains with Virelax until the goods are delivered to you or to a person identified by you to receive them, except where you independently arrange a carrier that we did not offer.

17. Chargebacks and Payment Disputes

If you experience a problem with your order, please contact us first so that we have an opportunity to resolve it.

Nothing in this policy prevents you from exercising any lawful rights available through your payment provider or card issuer.

Submitting intentionally false or misleading information in connection with a payment dispute may be investigated and challenged using the order, delivery and communication records available to us.