Returns & Exchanges Policy

Returns and Exchanges within the Continental US

Please use our new RETURNS PORTAL to start your return. 

Exchange Policy: 30 Day Return Window

Verillas exchanges are quick and easy. Simply return your item to us in new condition with tags.  See the returned item condition policy below, as we only except items in new condition with tags for return / exchange  (including potentially defective items that you want to return).  

You may return any item (excluding custom orders) within 30 days of its delivery to you!

Return / Refund Policy: 30 Day Return Window

*Special orders & Pre-ordered items are non-refundable 48 hours past order date. Exchanges are sometimes allowed on a case-by-case basis.

Store credit is our default method of processing refunds for items sent back to us. Refunds of any kind can only be sent once. If you requested store credit, and your credit is rewarded, we cannot reverse that refund back to your original payment. 

We use the Loop Return App so that you can monitor your return. We check returned items to make sure they meet the quality standards below and we try to approve them within a week of receiving them. We are a company of less than 10 people so please bear with us during our busiest months. 

Returns must be in their original condition (new and unwashed) in which it was originally shipped to you. Items may be tried on indoors and still be eligible for return, but once they have been worn outdoors they are not eligible for return. 

Returned Item Condition Details:

We reserve the right to refuse a refund, credit, or exchange for items that are not in a re-sellable condition - regardless of whether the item was worn or not. 

Any item returned with: 

• Pet hair
• Dirt from wearing outdoors/loose packaging
• Wear and tear from use
• Bad odor/Smoke smell/Pet smell 
• Destroyed/missing parts 
• Missing tags

will NOT be eligible for return or exchange. If you are unsure about whether your item is eligible for return due to condition, email us photos before shipping your item back so that we can avoid the loss of shipping fees. If your return arrives with any of the above conditions, your item will be shipped back to you. 

We will request a shipping fee from you to ship back your item. If left un-claimed/un-paid for 14 days past the fee being sent to you, your item will be disposed of. The shipping fee will be equal to the calculated amount to ship to wherever your address is and NOT the flat shipping fee we offer with purchases. 

Items Lost or Damaged in Transit

We strongly encourage you to purchase Route Package Protection offered at checkout on every purchase. The customer is responsible for the wellbeing of their item from the time it is picked up by any courier. If you do not purchase Route Package Protection or some other form of your own shipping insurance we are unable to replace, refund, or otherwise service your transaction. Route, in our experience, is a very inexpensive way to guarantee that every shipping scenario is covered with extremely rapid response. Please refer to your order confirmation email to interact with Route in the event of a missing or damaged item during transit.

*International Customers and customers who live in Alaska or Hawaii must pay for return shipping to return or exchange items.

*Handling Fee ($5) is non refundable for all orders. This fee helps us offset the logistical costs of processing returns and restocking gear at our Richmond warehouse. It allows us to keep our exchange process simple and accessible for the entire community.

*Shipping charges are non refundable.