Refund policy

Refunds & Returns Policy

At Virelle, we take pride in the craftsmanship and quality of our knives. Our products are made in small batches, with handles created from post-consumer materials, meaning each knife is truly one of a kind.

This policy outlines when refunds, replacements, or repairs are available.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund if a product has a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under Australian Consumer Law.

Before first use

We strongly recommend reviewing our care and use instructions before using your knife for the first time. Following these guidelines helps ensure performance, longevity, and safe use.

Damage caused by use that is inconsistent with the provided care instructions may not be considered a fault under Australian Consumer Law.

Change of mind

We do not offer refunds or exchanges for change-of-mind purchases. This includes:

  • Deciding you no longer want the item

  • Ordering the wrong item

  • Finding the item cheaper elsewhere

  • Minor variations in colour, pattern, or finish

Because our knives are produced in small batches and feature unique handle patterns, no two knives are exactly the same. Variations in appearance are a normal and intentional part of the product and are not considered faults.

Please choose carefully before placing your order.

Faulty or damaged items

If your item:

  • Is faulty

  • Is significantly different from its description

  • Arrives damaged

  • Does not perform as reasonably expected when used in accordance with our care instructions

You may be entitled to a repair, replacement, or refund, depending on the issue.

If the issue is a major failure, you may choose a refund or replacement.
If the issue is not major, we will repair or replace the item within a reasonable time.

What is not considered a fault

The following are not considered faults under Australian Consumer Law:

  • Normal wear and tear

  • Natural patina development on high-carbon steel

  • Minor cosmetic variations due to handcrafted or recycled materials

  • Damage caused by misuse, neglect, improper storage, or failure to follow care instructions

  • Damage caused by inappropriate cutting surfaces or incorrect sharpening

How to request a return

To request a return or assessment, please contact us within 7 days of receiving your order via our contact form.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos where applicable

We will assess your request and advise on next steps.

Return shipping

  • If your item is confirmed to be faulty or damaged, we will cover return shipping costs.

  • If a return is approved for another reason, return shipping costs are the responsibility of the customer.

Exchanges

We do not offer exchanges for change-of-mind purchases.
Where a replacement is provided for a faulty item, the replacement may differ slightly in appearance due to the unique nature of our products.

Pre-orders (if applicable)

If you place a pre-order, estimated delivery dates are provided as a guide only. Delays may occur due to production or supply factors. If we are unable to fulfil your pre-order, you will be offered a full refund.

Contact

If you have any questions about this Privacy Policy or how we handle personal information, please contact us via the contact form.