Returns & Refunds

Last updated: October 13, 2026

We want you to feel confident shopping with Virgo Vélis. If an item arrives damaged, defective, incorrect, or there is another concern with your order, please contact us at primehome365@gmail.com with your order number, a description of the issue, and clear photos or video where relevant.

When to contact us

Please contact us as soon as reasonably possible after delivery. For visible damage, defects, or an incorrect item, contacting us within 48 hours of delivery helps us investigate with the supplier or delivery partner. This request does not limit any rights you may have under applicable law.

Eligibility and approval

Return or replacement requests are reviewed case by case. Items generally need to be unused, in their original condition, and returned with original packaging and included accessories where applicable. Some items may not be eligible for change-of-mind returns for hygiene, personalization, supplier, or other legitimate reasons; any such restriction will be communicated where applicable and will not override mandatory legal rights. Please contact us and receive return instructions before sending an item back.

Return shipping

If an item is incorrect, damaged, or defective, we will review the evidence and explain the available resolution and return arrangements. For approved change-of-mind returns, return shipping costs may be the customer's responsibility unless applicable law requires otherwise or we agree differently in writing.

Refunds and replacements

After an approved return is received and assessed, we will confirm whether a refund, replacement, or another resolution is available. Approved refunds are normally issued to the original payment method where possible; processing times can depend on the payment provider or bank. Shipping charges are assessed based on the circumstances of the order and applicable law.

Order cancellations

If you need to cancel an order, contact us promptly. Cancellation may not be possible once an order has been processed, dispatched, or handed to a supplier or courier. We will explain the available options based on the order status and applicable law.