Refund policy
Returns & Refunds Policy — ViralCartel
At ViralCartel, we want you to love what you ordered. If something isn't right, here's how returns work.
1. Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item(s), without giving any reason.
- The cancellation period expires 14 days after the day you (or someone you nominate) receives the goods.
- To cancel, email us at hello@viralcartel.co.uk with your order number and a clear statement that you wish to cancel.
- Once you've told us you want to cancel, you then have a further 14 days to send the item(s) back to us.
2. How to Start a Return
- Email hello@viralcartel.co.uk with:
- Your order number
- The item(s) you'd like to return
- The reason for return (optional but helps us improve)
- We'll reply within 2 business days with return instructions and, where applicable, a return address.
- Pack the item securely in its original packaging where possible, including any accessories, tags, or manuals.
3. Condition of Returned Items
To be eligible for a full refund, items must be:
- Unused and in the same condition you received them
- In original packaging, with tags/labels attached (if applicable)
- Accompanied by proof of purchase (order confirmation or number)
Items that are damaged, used, or missing parts due to reasons not caused by us may be refused a refund or receive a partial refund reflecting the reduction in value.
4. Non-Returnable Items
For hygiene, safety, or practical reasons, the following cannot be returned unless faulty:
- Pierced jewellery and earrings
- Cosmetics, skincare, or personal care items with broken seals
- Underwear and swimwear with the hygiene seal removed
- Perishable or made-to-order/personalised items
- Digital downloads or gift cards
(Adjust this list based on what you actually sell.)
5. Return Shipping Costs
- Change of mind returns: the customer is responsible for return shipping costs, unless the item is faulty, damaged, or not as described.
- Faulty or incorrect items: we'll cover return shipping — email us for a prepaid label or reimbursement instructions.
- We recommend using a tracked shipping service, as we can't take responsibility for items lost in transit back to us.
6. Refunds
- Once we receive and inspect your return, we'll email you to confirm it's been received.
- Approved refunds are processed within 14 days of us receiving the item back (or, if earlier, 14 days from when you provide evidence of sending it back).
- Refunds go back to your original payment method. Please allow 3–5 business days for it to appear, depending on your bank/card provider.
- Original standard delivery charges are refunded in full; premium/express delivery upgrades are refunded only up to the cost of our standard delivery option.
7. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or different from what you ordered:
- Email hello@viralcartel.co.uk within 48 hours of delivery with your order number and photos of the issue.
- We'll offer a full refund, replacement, or repair, in line with your rights under the Consumer Rights Act 2015.
- You won't be charged for return shipping in these cases.
8. Exchanges
We don't currently offer direct exchanges. If you'd like a different size, colour, or item, please return your original item for a refund and place a new order.
9. Late or Missing Refunds
If you haven't received your refund within the expected timeframe:
- Check your bank account again.
- Contact your card issuer — it can take time before a refund shows officially.
- Still nothing after 10 business days? Email us at hello@viralcartel.co.uk and we'll look into it.
10. Contact Us
For any return, refund, or order questions, reach us at:
We aim to respond to all emails within 2 business days.