Refund policy

Returns window

30 days from delivery. If the rug isn't right, you can return it for a full refund.

Condition

The rug must be in original condition, with all tags attached and the original packaging intact. A rug that has been worn (other than briefly to check fit on the horse) can't be returned.

How to return

Email hello@virollaco.com with your order number and we'll send return instructions, including the return address and a postage label where available.

Please don't return anything before you've heard back from us - returns sent without prior arrangement can't be processed.

Damaged or wrong item

Inspect on delivery. If the rug arrives damaged, defective, or isn't what you ordered, email hello@virollaco.com within 7 days of delivery with your order number and a photo. We'll replace it or refund you in full, including any return postage.

Refund timing

Once we receive and inspect the returned rug, we'll confirm the refund within 5 working days. Refunds are issued to the original payment method and typically clear within a further 5 to 10 working days, depending on your bank.

Sale items and gift cards

Items bought on sale and gift cards can't be returned for a refund.

EU and UK 14-day cancellation right

If you're an individual consumer in the European Union or the United Kingdom, you have a statutory right to cancel your order within 14 days of receipt, for any reason. The condition requirements above still apply. This right doesn't override our broader 30-day policy - if you're inside 30 days, you're covered whether or not the 14-day window has closed.

Customers under a separate supply agreement

Where a customer has a written supply or wholesale agreement with Virolla, the returns terms in that agreement apply in place of this policy for orders placed under it.