Return & Refund Policy

Return window

Eligible products may be returned within 30 calendar days after confirmed delivery. Contact us before this period expires to request a return. Eligibility is subject to the conditions below.

Start a return

Email service@usvirelo.com with your order number, the item you wish to return, the reason, and relevant photos or videos where appropriate. For damaged or incorrect deliveries, include the packaging and shipping label.

Do not send a package before contacting support. After an eligible return is reviewed and approved, we will provide the return address and instructions. Our business address is not automatically a return warehouse. Contact us before purchase if you need information about a potential return destination or shipping cost.

Return condition

Preference-based returns should be unused, complete, unaltered, and in their original condition, with included components and proof of purchase. Use the original protective packaging where reasonably possible. Opening the shipping package does not automatically remove eligibility if the item remains otherwise eligible.

Handle crystal points, wire branches, decorative attachments, and stone or glass bases carefully during inspection. These preference-based conditions do not remove remedies for defective or misdescribed products.

Natural variation and appearance preferences

Natural crystal and stone can vary in color, veining, inclusions, transparency, shape, and texture. Hand-assembled designs may also vary slightly in arrangement. These differences are part of the material or construction and are not automatically defects. This does not excuse damage, incorrect materials, or a product that is materially different from its description.

If you prefer a different color appearance, size, arrangement, or style, you may still request a return within the 30-day window. Unless a confirmed problem is attributable to us, it is treated as a preference-based return.

Damaged, defective, incorrect, or incomplete items

Please contact service@usvirelo.com within 7 calendar days after delivery if an item arrives damaged, defective, incorrect, incomplete, or materially different from its description. Include your order number, a description of the issue, and clear photographs or videos where appropriate, including the packaging and shipping label. Once an issue attributable to us is confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other solution without additional costs caused by that error. This reporting request does not limit rights or remedies that cannot lawfully be restricted.

Return shipping and fees

For a change of mind, appearance preference, or incorrect customer selection, the customer generally pays return shipping. Original shipping charges are generally not refundable for preference-based returns.

For a confirmed error attributable to us, we will provide an appropriate solution without requiring you to bear additional costs caused by that error. Eligible original shipping costs will be addressed in the resolution. No restocking fee is charged for approved returns.

Exceptions

If offered and clearly identified before purchase, customized or personalized items, gift cards, and final-sale products may be excluded from preference-based returns. Items materially altered, misused, damaged after delivery for reasons unrelated to an original problem, or returned with missing major components may also be ineligible.

Discounted products remain eligible unless clearly marked final sale or non-returnable before purchase. These exceptions do not remove mandatory consumer rights.

Sending an approved return

Follow the supplied packing and address instructions and use a reliable, trackable service. Keep the receipt and tracking until the process is complete. Customers are generally responsible for preference-based returns until received at the approved destination.

Returns sent without authorization or to an incorrect address may be delayed or may not be received or processed. Contact us if this occurs so we can review the available information.

Inspection and refund timing

Once an approved return has been received, inspected, and approved for a refund, we normally initiate the eligible refund to the original payment method within 5–10 business days. Your bank, card issuer, or payment provider may need additional time to post the credit.

If the original payment method cannot receive a refund, we will work with the provider to determine a permitted alternative. In some cases, support may approve a refund or replacement without requiring a return, depending on the issue and circumstances.

Exchanges

Exchanges depend on current inventory. Natural stone and handcrafted arrangements can vary between units. If a direct exchange is unavailable, we may arrange an approved return and ask you to place a new order.

Cancellations

Email service@usvirelo.com as soon as possible to request cancellation or an address change. We will make reasonable efforts to help before fulfillment begins. Changes or cancellation cannot be guaranteed once processing, packing, or shipment preparation has started. No cancellation fee is charged for an order successfully canceled before fulfillment.

Consumer rights

Nothing in this policy excludes or limits consumer rights, statutory warranties, remedies, or liabilities that cannot be excluded or limited under applicable law.