Returns & Refund Policy

 

Effective Date: 29 July 2025

1. Bespoke Products — No Change-of-Mind Returns

• All our Goods are made to your specifications (e.g. custom dimensions, finishes, design).
• Under UK law, bespoke or personalised items are excluded from the 14-day cooling-off (change-of-mind) right. GOV.UKFSP LawFarringford Legal
• Therefore, we do not accept returns or cancellations solely because you change your mind.

2. Faulty or Non‑Conforming Products

If your product is faulty, damaged or not as described, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Please contact us as soon as possible, ideally within 30 days of delivery.

3. How to Report a Fault

To report a fault, please contact us at hello@virrelli.com, providing:

• Your order reference or estimate number
• Description and, where possible, photographs of the issue
• Date of delivery

We aim to respond promptly and may request proof (photos or inspection) to assess the fault.

4. Returning Items

If a return is required due to a fault or other valid reason, we will advise how to return the product or arrange collection where appropriate. Goods must be returned in suitable condition and packaging. If the issue is confirmed, we will cover reasonable return or collection costs.

5. Cancelling Bespoke Orders

• Once an order is confirmed and production has commenced, you cannot cancel it without liability.
• If you wish to cancel before production starts, please notify us promptly. We may charge a reasonable cancellation or restocking fee, especially if materials have already been procured.

6. Consumer Rights Reminder

This policy does not affect your statutory rights. For more information on your consumer rights, visit www.gov.uk