Refund policy
REFUND & RETURN POLICY
Last updated: 30 August 2026
At Virrelle, we want you to feel confident trying our products. This policy explains our returns, refunds and 30-Day Money-Back Guarantee.
Nothing in this policy limits any rights you may have under applicable consumer law, including the Australian Consumer Law.
If you have any questions, contact us at oscar@virrelle.com.
30-DAY MONEY-BACK GUARANTEE
Products advertised as covered by our 30-Day Money-Back Guarantee may be eligible for a refund if you are not satisfied with your purchase.
To request a refund under the guarantee, contact us within 30 days of receiving your order and provide:
- your order number;
- the email address used for the order; and
- a brief explanation of the issue.
For consumable products, the guarantee is intended to allow you to reasonably try the product.
Where an order contains multiple units of the same product, the guarantee may cover one opened unit, while additional units may need to remain unopened and be returned before those additional units are refunded.
We may request reasonable photographs or other information to verify your order and process the claim.
The 30-Day Money-Back Guarantee is provided in addition to any rights you have under applicable consumer law.
It does not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet a legal consumer guarantee.
CHANGE-OF-MIND RETURNS
If you change your mind about an unopened product, you may request a return within 30 days of receiving your order.
To be eligible for a change-of-mind return, the product must generally be:
- unused;
- unopened;
- in its original sealed packaging where applicable; and
- accompanied by proof of purchase.
For health, hygiene and safety reasons, opened consumable products such as gummies, supplements, drink powders and similar products cannot generally be returned simply because you have changed your mind.
This does not affect claims made under our 30-Day Money-Back Guarantee or your rights where a product is faulty or otherwise fails to comply with applicable consumer law.
HOW TO START A RETURN
Before returning any item, contact us at:
Please include your order number and the reason for your return.
If your return is approved, we will provide:
- return instructions;
- the appropriate return address; and
- any other information required to process your return.
Do not send a return to an address found elsewhere on our website or packaging unless we specifically instruct you to do so.
Because we fulfil orders internationally, the appropriate return location may vary depending on the product and your location.
Items returned without first contacting us may experience delays or may not be identifiable.
RETURN SHIPPING COSTS
For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless we agree otherwise or applicable law requires otherwise.
Original shipping charges, customs duties and import fees are generally not refundable for change-of-mind returns unless required by law.
If a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise fails to comply with an applicable consumer guarantee, we will provide the remedy and cover or reimburse reasonable return costs where required by law.
Under Australian Consumer Law, if a product is confirmed to have a problem, customers may be entitled to reimbursement of reasonable return costs. ACCC
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order when it arrives.
If your order is:
- damaged in transit;
- defective;
- unsafe;
- materially different from its description;
- missing an item; or
- not the product you ordered,
contact us as soon as reasonably possible at oscar@virrelle.com.
Please provide:
- your order number;
- a description of the issue; and
- photographs of the product and packaging where reasonably possible.
We will assess the issue and provide an appropriate remedy.
Depending on the circumstances and applicable law, this may include:
- replacement;
- refund;
- repair where relevant; or
- another appropriate solution.
You do not need to retain original packaging in order to exercise consumer rights relating to a faulty product, although keeping the packaging where possible may help us investigate shipping damage. Australian consumer guarantees cannot be excluded by store policy. ACCC
CONSUMABLE, FOOD AND WELLNESS PRODUCTS
Because Virrelle may sell consumable products, additional safety and hygiene considerations apply.
Opened consumable products normally cannot be physically returned for a simple change of mind.
However, this does not prevent you from:
- making a claim under an applicable Virrelle money-back guarantee;
- reporting a damaged or defective product;
- reporting an adverse or unexpected product issue;
- reporting contamination, tampering or packaging concerns; or
- exercising rights available under applicable consumer law.
If you believe a consumable product may be unsafe, contaminated or defective, do not continue using it and contact us promptly.
We may ask you to retain the product, packaging, lot/batch information and photographs while we investigate.
PRODUCTS THAT CANNOT GENERALLY BE RETURNED FOR CHANGE OF MIND
Unless otherwise stated or required by law, we generally do not accept change-of-mind returns for:
- opened consumable products;
- products with broken safety or hygiene seals;
- personalised or custom-made products;
- gift cards;
- products that cannot safely be resold for health or hygiene reasons; or
- products damaged after delivery through misuse or improper storage.
These exclusions apply only to voluntary change-of-mind returns.
They do not remove rights relating to faulty, unsafe, misdescribed or incorrectly supplied goods.
SALE AND PROMOTIONAL ITEMS
Sale, promotional and discounted products remain covered by applicable consumer guarantees.
A discounted price does not remove your legal rights if a product is faulty or does not match its description. ACCC
Change-of-mind returns for promotional products may be subject to the terms disclosed with the relevant promotion.
EXCHANGES
Where an exchange is available, contact us before returning the product.
In many cases, the fastest way to receive a different product will be to return the eligible item for a refund and place a new order.
Availability of replacement products cannot be guaranteed.
EUROPEAN UNION — 14-DAY RIGHT OF WITHDRAWAL
Where applicable EU consumer law applies to your purchase, you may have the right to cancel an eligible online purchase within 14 days of receiving the goods, without giving a reason. European Union
You should contact us within the applicable withdrawal period if you wish to exercise this right.
The EU right of withdrawal is subject to legal exceptions. Depending on the product, these may include certain:
- rapidly perishable goods;
- personalised goods; and
- sealed goods that cannot be returned for health or hygiene reasons once unsealed. European Union
Where the statutory right applies and no exception applies, you will be informed of the applicable return procedure and return-shipping responsibility.
These rights are separate from Virrelle's voluntary 30-Day Money-Back Guarantee.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. ACCC
Virrelle's 30-Day Money-Back Guarantee is an additional benefit and does not replace these rights.
REFUNDS
Once your refund has been approved, it will generally be issued to your original payment method.
Please allow up to 10 business days after we process the refund for it to appear, depending on your bank, card issuer or payment provider.
Once we issue a refund, the time taken for it to appear in your account is controlled by your financial institution.
If more than 15 business days have passed since we confirmed that your refund was processed, contact us at:
REFUND AMOUNTS
Approved refunds will generally cover the amount paid for the eligible product.
Original shipping charges, customs duties, taxes or import fees may not be refundable for voluntary change-of-mind returns unless required by applicable law.
Where a product is faulty or another mandatory consumer right applies, the refund and associated costs will be handled in accordance with applicable law.
ABUSE OF THE MONEY-BACK GUARANTEE
Virrelle reserves the right to reject claims that are reasonably determined to be fraudulent, abusive or made in bad faith.
Examples may include repeated guarantee claims across multiple orders, falsified order information or claims relating to products not purchased from Virrelle.
We will not use this provision to deny legitimate rights under consumer law.
CHANGES TO THIS POLICY
We may update this Refund & Return Policy from time to time to reflect changes to our products, fulfilment arrangements or legal requirements.
The current version will always be available on this page.
CONTACT US
For questions about returns or refunds:
Virrelle
oscar@virrelle.com
https://virrelle.com
One business decision I’d lock before launch
The only part I’ve intentionally made slightly flexible is the money-back guarantee on multi-packs.
I recommend:
Customer can open and try one bottle/pouch. Additional units must remain unopened if they want the entire bundle refunded.
That gives you a real “try it risk-free” offer without someone ordering a 6-pack, consuming all six and demanding their money back on day 30.
And I would remove your Scarborough return address from the public policy. Once you’re fulfilling internationally, you want to give the correct return address after the customer contacts you rather than paying to have US returns shipped all the way back to WA.
they can return up opened goods that are in original condistion
Yep — then I’d make the policy simpler and explicitly state that unopened goods in original condition are eligible for return within 30 days.
Use this wording:
CHANGE-OF-MIND RETURNS
If you change your mind about your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, the product must be:
- unopened and unused;
- in the same condition in which you received it;
- in its original packaging and with any seals intact; and
- accompanied by proof of purchase.
For consumable products such as gummies, supplements, drink powders and similar products, opened products cannot be returned for a simple change of mind.
This does not affect your rights if the product is damaged, faulty, incorrectly supplied or otherwise covered by applicable consumer law.
Then your 30-day money-back guarantee can remain a separate thing if you want customers to be able to actually try one unit before requesting a refund.
So effectively:
Unopened product → normal 30-day return
Opened product → only covered if your money-back guarantee says it is
That distinction is much cleaner.
give me the full complete paste
Yep — given your rule is 30 days, unopened/unused, original condition, I’d use this version so the policy matches how you actually intend to operate.
REFUND & RETURN POLICY
Last updated: 30 August 2026
At Virrelle, we want you to feel confident when ordering from us. This policy explains when products may be returned and how refunds are handled.
Nothing in this policy limits any rights you may have under applicable consumer law.
For any return or refund questions, contact us at oscar@virrelle.com.
30-DAY RETURN POLICY
We accept eligible returns requested within 30 days of receiving your order.
To be eligible for a return, your item must be:
- unopened and unused;
- in the same condition in which you received it;
- in its original packaging;
- with any seals, labels or protective packaging intact; and
- accompanied by a receipt or proof of purchase.
Products that have been opened, used or consumed are not eligible for a change-of-mind return unless the product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law.
HOW TO START A RETURN
To request a return, contact us at:
Please include:
- your order number;
- the email address used to place your order; and
- the reason for your return.
If your return is accepted, we will provide you with return instructions and the appropriate return address.
Please do not send products back without contacting us first.
Because Virrelle may fulfil orders from different locations, the correct return address may vary depending on your order and location.
Items returned without prior approval may experience delays in processing.
RETURN SHIPPING
For change-of-mind returns, customers are generally responsible for the cost of returning the product unless otherwise stated.
We recommend using a tracked shipping service, as Virrelle cannot be responsible for return packages that are lost before reaching the designated return location.
If your product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law, we will provide an appropriate remedy and cover or reimburse reasonable return costs where required by law.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order when it arrives.
Contact us as soon as reasonably possible if your order:
- arrives damaged;
- is defective;
- is unsafe;
- contains the wrong product;
- is missing an item; or
- is materially different from what you ordered.
Email oscar@virrelle.com and include:
- your order number;
- a description of the issue; and
- photographs of the product and packaging where reasonably possible.
We will assess the issue and work with you to provide an appropriate solution.
Depending on the circumstances and applicable consumer law, this may include a replacement, refund or another appropriate remedy.
Products do not need to remain unopened or in their original packaging for a legitimate claim relating to faulty, damaged or incorrectly supplied goods.
CONSUMABLE AND WELLNESS PRODUCTS
For health, hygiene and safety reasons, opened consumable products such as gummies, supplements, drink powders and similar products cannot be returned simply because you changed your mind.
Unopened consumable products may be returned within the 30-day return period provided they remain:
- unused;
- sealed;
- in their original condition; and
- in their original packaging.
This restriction does not affect your rights if a product is faulty, damaged, contaminated, unsafe or incorrectly supplied.
If you believe a consumable product may be unsafe, contaminated or defective, stop using it and contact us at oscar@virrelle.com.
We may ask you to retain the product, packaging, batch or lot information and photographs while the issue is investigated.
NON-RETURNABLE ITEMS
Unless required by applicable consumer law, we cannot accept change-of-mind returns for:
- opened or used consumable products;
- products with broken hygiene or safety seals;
- personalised or custom-made products;
- gift cards;
- products damaged after delivery through misuse or improper storage; or
- products that cannot safely be resold for health or hygiene reasons.
If you are unsure whether your item is eligible for return, contact us before sending it back.
SALE AND PROMOTIONAL ITEMS
Products purchased during a sale or promotion may still be returned under our standard 30-day return policy provided they meet the eligibility requirements above.
Sale or discounted products also remain covered by any mandatory consumer rights that apply to faulty, damaged or incorrectly supplied goods.
Gift cards are not eligible for change-of-mind returns unless required by applicable law.
EXCHANGES
We do not guarantee direct exchanges.
The fastest way to receive a different product is generally to return the eligible item and, once your return has been approved, place a separate order for the replacement product.
If you received an incorrect or faulty item, contact us and we will assist you directly.
EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD
If your order is shipped into the European Union and applicable EU consumer law applies, you may have the right to cancel or return an eligible online purchase within 14 days of receiving the goods, without providing a reason.
To exercise this right, contact us at oscar@virrelle.com within the applicable period.
Returned products must generally be in the condition required by applicable law.
Certain products may be excluded from this cooling-off right, including some sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
This section does not limit any additional rights you may have under applicable EU consumer law.
AUSTRALIAN CONSUMER RIGHTS
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Virrelle's voluntary 30-day return policy is provided in addition to these rights.
REFUNDS
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed by your bank, card issuer or payment provider after we issue it.
If more than 15 business days have passed since we confirmed that your refund was processed, contact us at:
REFUND AMOUNTS
Approved change-of-mind refunds generally cover the amount paid for the eligible returned product.
Unless required by applicable law:
- return shipping costs are not refundable;
- customs duties and import charges are not refundable by Virrelle; and
- other third-party charges imposed by customs authorities or financial institutions may not be refundable.
Where a product is faulty, damaged or otherwise covered by mandatory consumer protections, refunds and associated costs will be handled in accordance with applicable law.
REFUSED OR UNCLAIMED ORDERS
If an order is returned to us because it was refused, unclaimed or could not be delivered due to incorrect address information supplied at checkout, contact us at oscar@virrelle.com.
Refund or reshipment eligibility will depend on the circumstances and any costs incurred in returning or reshipping the order.
Nothing in this section limits rights that cannot lawfully be excluded.
RETURN ABUSE OR FRAUD
We reserve the right to refuse return requests that we reasonably determine are fraudulent, abusive or made in bad faith.
This may include falsified order information, returning a different product from the one purchased, or repeated misuse of the return process.
This provision will not be used to deny legitimate rights under applicable consumer law.
CHANGES TO THIS POLICY
We may update this Refund & Return Policy from time to time to reflect changes to our products, fulfilment arrangements or legal obligations.
The current version will always be available on this page.
CONTACT US
For questions about returns or refunds:
Virrelle
Email: oscar@virrelle.com
Website: https://virrelle.com