Returns Policy
At VIRENNE Eyewear, we want you to feel confident when ordering from us. If something is not quite right, your rights and our returns process are set out below.
Your Right to Cancel
If you place an order online, you have the right to cancel it within 14 days of receiving your goods, without giving a reason.
If you choose to cancel within this period, you then have 14 days from the date you tell us to return the item to us.
To exercise your right to cancel, please contact us through our Contact page or by email, quoting your order number and clearly stating that you wish to cancel your order.
Condition of Returned Items
Returned items should be sent back in their original condition, with the original packaging, and without unnecessary handling beyond what is reasonably needed to inspect them.
We may reduce the refund amount if the value of the item has been diminished by handling beyond what is necessary to establish the nature, characteristics, and function of the goods.
Return Shipping Costs
Unless an item is faulty, incorrect, or not as described, the customer is responsible for the cost of returning the item.
We recommend using a tracked return service, as we cannot be responsible for return parcels lost in transit.
Refunds for Cancelled Orders
Once we receive the returned item, or proof that it has been sent back, we will process any refund due within 14 days.
Where applicable, this refund will include the cost of the standard outbound delivery originally paid by the customer. If a premium delivery option was selected, we are only required to refund the cost of our standard delivery option.
Refunds will be made to the original payment method.
Faulty, Damaged, Incorrect, or Not as Described Items
If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible with your order number and clear photos where relevant.
Where an item is faulty or not as described, your statutory rights under UK consumer law apply. Depending on the circumstances, you may be entitled to a repair, replacement, or refund.
Incorrect Address or Failed Delivery
If an order is returned to us because the shipping address provided at checkout was incomplete or incorrect, we may ask the customer to pay the redelivery cost before the order is sent again.
How to Request a Return
To request a return, please contact us via our Contact page before sending anything back. Please include:
- your order number
- your full name
- the reason for the return
- photos, if the item is faulty or damaged