Refund & Resolution Policy

Last Updated: July 25, 2025

Thank you for choosing Virelune Pets. Providing a positive shopping experience is important to us. If you experience a problem with an order, please reach out to our customer service team at support@virelunepets.com before taking any further action.

When contacting us, please provide your order number and the email address associated with your purchase so that our team can locate your order and assist you efficiently.

Please read the policy below carefully to understand the conditions that apply to refunds, replacements, and order-related claims.

Final Sale Policy

All purchases made through our store are considered final sale.

As a general rule, we do not accept product returns or exchanges. Exceptions may only be considered when an item has a confirmed quality defect or when the product delivered to you is different from the product you ordered.

Damaged, Defective, or Incorrect Products

We take product quality seriously and want to address legitimate order issues appropriately.

If an item arrives damaged, defective, or incorrect, please contact our customer service team before taking any other action. We will review the circumstances and work with you toward an appropriate resolution.

Customers are responsible for inspecting their order promptly after delivery. Any issue covered by this policy must be reported to us within 7 days of the delivery date.

To submit a claim, email support@virelunepets.com and include the following:

• Your order number and the email address used to place the order
• A clear explanation of the problem
• Clear photographs or video footage showing the damage, defect, or incorrect product

Providing complete information and supporting evidence will allow our team to review your request more efficiently.

Once your claim has been assessed, we will determine the appropriate resolution based on the individual circumstances. Depending on the nature of the issue, an approved resolution may consist of a replacement, partial refund, or full refund.

Refund Processing

When a full or partial refund is approved, the applicable amount will be returned to the original payment method used for the purchase.

Approved refunds generally take approximately 7–12 business days to appear in your account.

Please keep in mind that the exact time required for funds to become available may vary depending on your bank, card issuer, or payment provider. Processing times controlled by these financial institutions are outside our direct control.

Exchanges and Replacements

We do not provide standard product exchanges.

A replacement may only be considered when an item arrives defective or damaged and the related claim has been reviewed and approved by our customer service team.

Returns Without Prior Authorization

Please do not mail or ship any product back to us unless our customer service team has specifically instructed you to do so.

Before any return-related action is taken, you must first contact support@virelunepets.com and submit a claim for review.

Products sent back without contacting us in advance or without an approved claim will not be accepted as authorized returns. We are unable to issue refunds, replacements, or other resolutions for merchandise returned without prior approval.

Contact Us

If you have questions about this policy or need assistance with an order, please contact our customer service team directly.

For the fastest handling of an order-related issue, include your order number and the email address used when placing your order in your message.

Website:virelunepets.com

Customer Support Email:support@virelunepets.com
Customer Service:+1 (213) 664-0364
Company Name:Hongkong Flying Ideal Limited
Company Address:Room 917B, Block A, 9/F, New Mandarin Plaza, No. 14 Science Museum Road, Tsimshatsui, Kowloon, Hong Kong

Our customer service team will review your request and make reasonable efforts to provide an appropriate solution in accordance with this policy.