Refund Policy

We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. You may return it to us for a full refund, store credit, or an exchange. Please read our return policy carefully to ensure a smooth and efficient process.

Returns
You have the right to return any product purchased from Voirelle within 30 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

Initiating a Return:

To initiate a return, please contact our customer service team at hey@voirelle.com
Provide your order number, a detailed reason for the return, and any supporting images, if applicable.

Return Costs:
Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (variant). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.

Return Orders with Issues: Damage/Wrong Variant
Products that are incorrect, defective, or damaged during transit are eligible for returns. The item must be in its original, unused condition and packaging. Upon reviewing your request, we will issue a Return Authorization (RA) number along with instructions on the return process. Please make sure to ship the return within 14 days of receiving the RA number.

Upon receiving the returned product, our team will inspect it for eligibility. If the return is approved, we will process a replacement or issue a refund, as per your preference.

Exchange Request
Exchanges are only applicable within the specified return period, typically within 30 days from the date of delivery. Ensure that the product is securely packaged to prevent damage during transit. We offer exchanges for products of equal value only. If the exchange item is of a different value, the customer is responsible for paying the price difference. Customers are responsible for the cost of return shipping.

Return Exceptions / non-returnable items

All returns must adhere to the following conditions:

• Unused and Unwashed: Merchandise must remain in its original condition. We are unable to process returns for items that have been used.
• Damage-Free Requirement: Products should exhibit no indications of damage, unless they were received in a damaged condition.
• Special Exception: In specific instances, we may opt to dispatch a replacement item to you without necessitating the return of the original item. Should you find the replacement item unsatisfactory, both the original and replacement items must be returned to be eligible for a refund. Please note that this is a one time exception, and any subsequent replacements will only be issued upon the return of the items.

Restocking Fee:
All returns are subject to a 15% restocking fee. This fee is designed to cover the costs associated with processing returns, restocking inventory, and any potential depreciation of the returned items.

Conditions for Waiver:
Restocking fees may be waived under certain circumstances, such as:
- The item received is defective or damaged upon arrival.
- The wrong item was shipped, and a replacement is unavailable.

Requests for waiver will be evaluated on a case-by-case basis.

Exchange Processing
Upon receiving the item you wish to exchange, we will initiate the exchange process. You will get a new order number and the exchange item will be dispatched once we have verified and processed your exchange request. Please note that the processing time for exchanges may vary.

Refund Processing
After receiving the returned item, we will inspect it and initiate the refund procedure. The refunded amount will be credited to the original payment method. Please note that the duration for the refund to reflect in your account may vary, depending on your bank's processing timeframe. Restocking fees may be deducted, if applicable.

Changes to the Return Policy:
Voirelle reserves the right to modify or update this return policy at any time. Any changes will be effective immediately upon posting on our website.

If you have any questions or concerns about our Return Policy, please contact our customer service team at hey@voirelle.com