Refund policy
Returns & Refunds Policy
Last updated: October 2026
At Velune, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, cancellations and refunds are handled for orders placed through our online store.
This policy applies to customers internationally. Nothing in this policy limits, excludes or replaces any mandatory consumer rights that may apply to you under the laws of your country or region. Where applicable law provides greater rights than those described here, the applicable law will prevail.
1. 30-Day Returns
Velune offers a 30-day voluntary return period from the date you receive your order.
To be eligible for a voluntary return, the product must be returned in the same condition in which it was received:
- The product must be new and unused.
- It must not have been used, washed, damaged or altered.
- It must include all original accessories and components.
- It should be returned in its original packaging where reasonably possible.
- The product must be in a condition suitable for resale.
You may inspect the product to the extent reasonably necessary to determine its nature, characteristics and functionality.
If a product has been used or handled beyond what is reasonably necessary to inspect it, and this results in a loss of value, Velune may reduce the refund where applicable law permits.
Important: Our 30-day voluntary return policy does not affect any statutory rights you may have regarding defective, damaged, incorrect or non-conforming products.
To request a return, contact us at:
Please include your order number and the product(s) you wish to return.
Do not send any product to an address unless Velune has provided or confirmed the return instructions.
2. Statutory Cancellation and Withdrawal Rights
Where the law in your country provides a statutory right to cancel or withdraw from an online purchase, that right remains fully applicable.
European Union / EEA
Consumers in the European Union generally have a 14-day statutory right of withdrawal for online purchases, beginning when the consumer or a person designated by them receives the goods.
This right generally allows the consumer to withdraw without giving a reason, subject to legally applicable exceptions.
Our 30-day voluntary return policy is additional to, and does not replace, the statutory withdrawal rights that apply to consumers.
Where a statutory withdrawal right applies, the customer's legal rights will prevail over the conditions of our voluntary 30-day return policy.
3. Defective, Damaged or Incorrect Products
If your product arrives:
- defective;
- damaged;
- incorrect;
- materially different from the product description; or
- otherwise not in conformity with your order,
please contact us at:
Please provide your order number and, where appropriate, photographs or other information that helps us assess the issue.
Depending on the circumstances and the applicable law, you may be entitled to a repair, replacement, price reduction or refund.
Mandatory consumer guarantees and remedies are not excluded or limited by this policy.
4. Products Not Eligible for Voluntary Return
Our voluntary 30-day return policy requires the product to be returned new, unused and in the same condition in which it was received, as described above.
However, certain statutory exceptions or special rules may apply depending on the country where you live.
Where applicable law provides a statutory right of withdrawal or other consumer protection, those legal rights will prevail.
5. Sale Items and Discounted Products
Products purchased during a sale or promotional period do not lose any mandatory consumer rights because they were purchased at a discount.
Our 30-day voluntary return policy also applies to discounted products, provided the product meets the return conditions described in this policy.
6. Exchanges
If you would like to exchange a product for another item or available variation, contact us at:
Exchanges are subject to availability.
If an exchange cannot be provided, we may ask you to return the original product and place a new order.
This does not affect any statutory rights relating to defective or non-conforming products.
7. Return Shipping Costs
For voluntary returns made under our 30-day return policy, the customer is generally responsible for the direct cost of returning the product, unless Velune expressly states otherwise or applicable law requires Velune to cover those costs.
If the product is defective, damaged, incorrect or otherwise non-conforming and applicable law requires the seller to cover the return costs, Velune will cover those costs.
Where a statutory withdrawal right applies, return shipping costs will be handled according to the applicable law and the information provided to the customer before purchase.
8. Refunds
Once we receive and inspect your returned product, we will notify you whether your refund has been approved.
If approved, the refund will generally be issued to the original payment method used for the purchase, unless applicable law requires or permits another method.
The time required for the refund to appear in your account may depend on your bank, card issuer or payment provider.
Where applicable law requires a refund within a specific period, Velune will comply with that requirement.
9. Late or Missing Refunds
If you have been notified that your refund has been issued but you have not received it:
- Check your bank account or original payment method.
- Contact your bank or payment provider.
- Allow the applicable processing time.
If you have completed these steps and still have not received your refund, contact us at:
Please include your order number.
10. How to Request a Return or Refund
To request a return or refund, contact:
Velune
Email: velune.ceo@gmail.com
Please include:
- Your order number
- The name used for the order
- The product you wish to return
- The reason for the return, where applicable
- Photos or supporting information if the product is damaged, defective or incorrect
We will provide the appropriate instructions based on your request and the applicable consumer laws.