RETURN & REFUND POLICY

Last Updated: July 28, 2026

We hope you are satisfied with your Virena purchase. This Return and Refund Policy explains how to request a cancellation, return, exchange, replacement, or refund.

Nothing in this policy limits any mandatory consumer rights that cannot lawfully be excluded in the customer’s country or region.

1. Order Cancellation

You may request to cancel an order within 24 hours after placing it by emailing:

service@virenawear.shop

Please include:

Your order number;
The name used for the order;
The email address used during checkout;
A clear request to cancel the order.

We will make reasonable efforts to process your request. However, once an order has entered preparation, fulfilment, or shipping, cancellation cannot be guaranteed.

If an order can no longer be cancelled, you may request a return after receiving it, subject to this policy.

2. Fourteen-Day Return Period

You may request a return within 14 days after the order is delivered.

The return request must be emailed to service@virenawear.shop before the 14-day period expires.

Submitting a return request does not automatically mean the return has been approved. We will review the request and provide return instructions where applicable.

3. How to Request a Return

Your return request should include:

Your full name;
Your order number;
The item or items you wish to return;
The reason for the return;
Clear photographs if the item is damaged, defective, incorrect, or different from its description;
Any other information reasonably necessary to review the request.

We normally respond within 1–2 business days.

4. Return Authorization Required

Returns must be authorized before they are shipped.

Please do not return an item without receiving written return instructions from us.

Returns sent without prior authorization, sent to the wrong address, or sent using a cash-on-delivery service may be refused.

5. Return Address

Do not return products to our Hong Kong business registration address.

Our registered business address is not a warehouse or general return facility.

After your return request has been approved, we will provide the appropriate return address in mainland China or Hong Kong based on:

Your delivery location;
The item being returned;
The reason for the return;
Warehouse and logistics arrangements.

The return address provided for one order must not be reused for another order without authorization.

6. Return Conditions

Unless the item is defective, damaged, incorrect, or otherwise protected by applicable consumer law, returned items must be:

Unworn;
Unused;
Unwashed;
Undamaged;
Free from stains;
Free from makeup, deodorant, perfume, smoke, pet hair, or other odours;
Returned with original tags attached;
Returned with original packaging where reasonably possible;
In a condition suitable for resale.

Customers may inspect garments in the same way they would reasonably inspect them in a physical shop, but items must not be worn for extended use.

We may refuse a return or reduce the refund where permitted by law if an item has been used, worn, washed, damaged, altered, contaminated, or handled beyond what is reasonably necessary to inspect it.

7. Non-Returnable Items

Unless the item is defective or applicable law provides otherwise, the following items may not be returned:

Underwear and intimate apparel;
Swimwear from which a hygiene seal has been removed;
Earrings or pierced jewellery;
Customized, personalized, or made-to-order products;
Gift cards;
Items marked as final sale or non-returnable before purchase;
Items damaged through misuse, incorrect washing, neglect, alteration, or normal wear and tear.

Where a product is excluded from return for hygiene reasons, the exclusion will apply only where the hygiene protection has been removed, broken, or compromised.

8. Size and Colour

Customers are responsible for checking the product description and size information before ordering.

Measurements may vary slightly because garments are measured manually.

Actual product colours may vary slightly because of lighting, photography, fabric characteristics, screen settings, or manufacturing batches.

A reasonable minor difference in measurement or colour does not automatically mean that the product is defective.

9. Return Shipping Costs

Customers are responsible for return shipping costs when returning an item because of:

Change of mind;
Personal preference;
Unsuitable size;
Incorrectly selected colour;
Incorrectly selected style;
Incorrectly selected quantity;
Other reasons not caused by Virena.

Return shipping costs are not reimbursed for personal-reason returns unless applicable law requires otherwise.

We strongly recommend using a trackable shipping service and retaining the shipping receipt.

Virena is not responsible for a return parcel that is lost, damaged, delayed, or sent to an incorrect address before it reaches the authorized return facility.

10. Incorrect, Damaged, or Defective Items

If you receive an item that is:

Different from the item ordered;
The wrong size or colour because of our error;
Damaged on arrival;
Defective;
Materially different from the product description;

please contact us promptly and provide clear supporting photographs or video.

After verification, we will provide an appropriate solution. Depending on the circumstances and applicable law, this may include:

A replacement;
A full or partial refund;
Reimbursement of reasonable return shipping costs;
Another mutually agreed solution.

Do not dispose of the item or return it without instructions while the claim is being reviewed.

11. Exchanges

Direct exchanges are not guaranteed.

Depending on stock availability and location, we may offer:

A replacement item;
A return followed by a new order;
A refund so that you can place a new order.

Any price difference for a new order will be calculated using the price available when the new order is placed.

12. Return Shipping Deadline

After a return has been approved, the item must normally be shipped within the timeframe stated in the return authorization email.

If the return is not shipped within the stated period, the authorization may expire and a new review may be required.

13. Return Inspection

After the return arrives, we will inspect it to confirm:

The correct item was returned;
The item meets the return conditions;
All required components and accessories are included;
The reason for return is consistent with the condition of the item.

We will notify you if the return is approved, rejected, or requires additional information.

14. Refund Processing Time

Approved refunds will normally be processed within 5 business days after the returned item has been received and inspected.

The refund will be issued to the original payment method.

After we submit the refund, the time required for the money to appear in your account is determined by PayPal, your card issuer, or your financial institution.

15. Original Shipping Fees

For returns caused by personal preference, sizing, or change of mind, the original shipping fee is generally non-refundable, except where applicable law requires otherwise.

Where an entire qualifying order is validly withdrawn under mandatory consumer law, we will refund any amount required by that law.

Additional or upgraded delivery fees may not be refundable beyond the cost of the least expensive standard delivery option offered, where permitted by law.

16. Partial Returns and Free Shipping

If returning part of an order causes the retained order value to fall below the original free-shipping threshold, we may deduct the applicable standard shipping fee from the refund where permitted by law and where this condition was disclosed before purchase.

The standard shipping fee is USD 9.90 for orders below USD 69.

This provision will not be applied where prohibited by applicable consumer law.

17. Promotional and Bundle Items

If an item was purchased as part of a bundle, multi-buy offer, gift promotion, or quantity discount, the refund may be recalculated based on the items retained.

Free promotional items may need to be returned if the qualifying purchase is returned.

If a required promotional item is not returned, its stated or reasonable value may be deducted from the refund where permitted by law.

18. Late or Missing Refunds

If we have confirmed that a refund was processed but you have not received it:

Check your PayPal or card account again;
Contact PayPal, your card issuer, or your bank;
Allow the financial institution’s normal processing time;
Contact us if the refund still cannot be located.

19. Abuse of the Return Policy

We may refuse or restrict returns where there is reasonable evidence of:

Return fraud;
Repeated use and return of worn products;
Altered or falsified evidence;
Substitution of products;
Abuse of promotional offers;
Threats or fraudulent payment disputes;
Other misuse of the return process.

This provision does not affect legitimate claims or mandatory consumer rights.

20. Contact

To request a cancellation, return, or refund, email: