Refund policy
Refund and Return Policy
Thank you for choosing VELUNA™.
At VELUNA, we are committed to providing quality products carefully selected to offer convenience, functionality, and value. We want you to feel confident every time you shop with us.
If you are not completely satisfied with your purchase, we offer a clear and customer-friendly return and refund policy.
30-Day Return Policy
We accept eligible returns within 30 days from the date your order is delivered.
To qualify for a return, the item must be:
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Unused and in its original condition
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In the same condition as received
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In the original packaging when possible
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Returned with all included accessories and manuals, if applicable
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Accompanied by proof of purchase, such as your order confirmation or receipt
How to Start a Return
1. Contact Us First
Please contact our customer support team before sending any item back:
Please include your order number and a brief explanation of your return request.
2. Return Approval
Once your return request has been reviewed and approved, we will provide you with the appropriate return instructions.
Important: Please do not send an item back without receiving return instructions from our support team. Unauthorized returns may not be accepted.
3. Securely Package Your Return
Please package the item carefully to help prevent damage during transportation.
We recommend using a shipping service that provides tracking information.
Return Shipping Costs
If the item you received is defective, damaged, or incorrect, VELUNA™ will cover the applicable return shipping costs or provide an appropriate replacement or refund.
If the correct item was delivered and you are returning it because you changed your mind or no longer want the product, the customer is responsible for the return shipping costs.
Refund Process
Once your returned item has been received and inspected:
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We will notify you by email.
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If your return is approved, your refund will be issued to the original payment method.
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Approved refunds are generally processed within 5 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed after your refund was approved and you have not received it, please contact us:
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos or video showing the problem
We will review the issue and work with you to find an appropriate solution as quickly as possible.
Non-Returnable Items
For hygiene, safety, or other specific reasons, certain products may not be eligible for return, including:
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Personal care or hygiene products that have been opened or used
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Intimate apparel
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Gift cards
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Final sale or clearance items
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Products that have been used, altered, or damaged after delivery
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Perishable products, where applicable
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
If you would like to exchange an item, the fastest option is generally to request a return for the original item, if eligible, and place a new order for the replacement item.
Please contact our support team if you need assistance.
Order Cancellation
Orders may be canceled within 6 hours of purchase, provided the order has not already entered processing or fulfillment.
To request a cancellation, contact us as soon as possible:
Once an order has entered processing or fulfillment, cancellation may no longer be possible.
Contact Information
If you have any questions about our Refund and Return Policy, please contact us:
VELUNA Customer Support
📧 contact.tryveluna@gmail.com
We are happy to assist you and help make your VELUNA™ shopping experience as smooth as possible.
Thank you for choosing VELUNA.