Refund and Returns Policy

1. Return Period & Eligibility

This Refund and Returns Policy applies to purchases made through viretina.com and fulfilled by VIRETINA, LLC. Customers may request a return within 30 days from the date the order is delivered, based on the delivery information recorded by the applicable shipping carrier. Return requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.

Customers may reasonably inspect an item after delivery to confirm its appearance, condition, compatibility, and suitability. However, merchandise intended for return must not be used beyond what is reasonably necessary for inspection. Submission of a return request does not automatically guarantee approval, and returned merchandise must satisfy the conditions described in this policy.

2. Return Conditions

To qualify for a return, merchandise must be returned in a condition that allows us to reasonably inspect it and, where appropriate, make it available for resale. Returned items should be clean, complete, undamaged, and accompanied by any original packaging, labels, protective materials, accessories, manuals, inserts, or other components supplied with the product where applicable.

Returned merchandise must not show signs of extended use, alteration, installation damage, misuse, contamination, staining, excessive wear, modification, accidental damage, missing components, or other customer-caused deterioration. Products that have been materially changed from the condition in which they were delivered may be refused or may qualify for a reduced refund where permitted by applicable law.

3. How to Request a Return

To request a return, please contact us at [email protected] within the applicable return period. The request should include the order number, the email address used to place the order, the item being returned, and the reason for the return. Where a request concerns damage, incorrect merchandise, missing components, or another fulfillment-related issue, photographs or other supporting information may also be requested.

After reviewing the request, we will provide the applicable return instructions. Customers should not send merchandise to an address without first contacting us and receiving the appropriate instructions. Unauthorized returns or merchandise sent to an incorrect location may experience additional processing delays.

Customers should retain the return shipping receipt and tracking information until the return and refund have been fully completed. Tracking information may be required to confirm that the merchandise was returned to the designated location.

4. Return Shipping Costs

If a return is requested because the customer changed their mind, selected an unsuitable item, no longer requires the merchandise, or for another reason that is not attributable to VIRETINA, LLC, the customer is generally responsible for the applicable return shipping costs.

If merchandise arrives materially damaged, an incorrect item is received, or the return is required because of an error attributable to us, we will review the circumstances and, where appropriate, arrange or reimburse reasonable return shipping costs. As stated in our Shipping Policy, damaged or incorrect merchandise should be reported to [email protected] within 48 hours of delivery together with supporting photographs and relevant order information.

Original shipping charges are generally non-refundable where the order was correctly delivered and the return is based on customer preference, except where otherwise required by applicable law or where we determine that a different resolution is appropriate based on the circumstances.

5. Return Inspection & Approval

Once returned merchandise is received, we will inspect the item to confirm its identity, condition, completeness, and compliance with this policy. The review may include comparison with the original order record, fulfillment information, photographs, shipping information, return tracking, and other documentation reasonably relevant to the return.

If the merchandise satisfies the applicable return conditions, the refund will be approved. If merchandise is returned damaged, incomplete, materially altered, extensively used, missing supplied components, or otherwise in a condition inconsistent with reasonable inspection, we may refuse the return or reduce the refund amount where permitted by applicable law.

We will communicate the result of the return review using the contact information associated with the order. Customers should retain relevant return, shipping, and transaction documentation until the matter has been fully resolved.

6. Refund Method & Processing Time

Approved refunds will be issued to the original payment method used to complete the purchase. We do not normally issue refunds to a different card, bank account, digital wallet, or unrelated payment method.

Once a return has been received, inspected, and approved, we will submit the applicable refund within 7 business days. Refunds processed through Stripe, PayPal, card networks, banks, or digital wallet providers will be returned through the original payment channel.

After we submit the refund, additional posting time may be required before the funds appear in the customer's account. Such processing periods are determined by the applicable bank, card issuer, Stripe, PayPal, payment network, digital wallet provider, or other financial institution and are outside the direct control of VIRETINA, LLC.

7. Damaged, Incorrect, Missing or Defective Items

Customers should inspect their order promptly after delivery. If merchandise arrives damaged, an incorrect item is received, merchandise is missing from the shipment, or a product appears materially defective upon delivery, please contact [email protected] within 48 hours of delivery.

The customer should provide the order number, a clear description of the issue, and photographs showing the merchandise, outer packaging, shipping label, internal packaging, and any visible damage where relevant. Customers should retain the affected merchandise and original packaging while the matter is reviewed, as supporting evidence may be required for a carrier, fulfillment, or product-related investigation.

After reviewing the available information, we may provide an appropriate resolution, which may include replacement, return instructions, refund, or another reasonable remedy depending on the circumstances. Nothing in this policy limits any rights available to customers under applicable consumer protection laws.

8. Payment Disputes, Chargebacks & Return Records

We encourage customers to contact us at [email protected] before initiating a payment dispute or chargeback so that we have an opportunity to review and, where possible, resolve the issue directly. Customers should provide the relevant order number and sufficient information for us to identify the transaction and understand the concern.

To document orders, returns, refunds, delivery matters, and payment-related issues accurately, VIRETINA, LLC may retain relevant records including order confirmations, payment-status records, shipment tracking, delivery confirmation, return tracking, customer communications, photographs submitted in connection with a claim, inspection results, and refund confirmation records.

If a dispute or chargeback is submitted through Stripe, PayPal, a card issuer, bank, or another authorized payment provider, we may provide relevant transaction and order records to the applicable provider for the purpose of reviewing the dispute. Such information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

A payment dispute does not automatically replace the return procedure described in this policy. Where appropriate, merchandise may still be required to be returned before a refund can be completed. Returns, refunds, payment disputes, and delivery matters will be reviewed using available order records and the terms disclosed in connection with the applicable purchase.