Refund policy

Return & Refund Policy

Last updated: 24 April 2026

At VELUNE, we want you to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges and refunds work for orders placed through veluneofficial.com.

This website is operated by VELUNE. For any questions about returns, refunds, or exchanges, please contact us at support@veluneofficial.com.

1. Return Period

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be in new or lightly used condition, with no signs of misuse, customer-caused damage, or excessive wear.

We accept returns for both:

defective products;
non-defective products.

We also accept exchanges, subject to product availability.

2. Items That Can Be Returned

You may return an item if:

you received the wrong product;
the product arrived damaged or defective;
the item does not fit as expected;
you changed your mind within the 30-day return period;
the item is unused, new, or only lightly used and suitable for return.

We do not classify any products as final sale unless this is clearly stated on the product page before purchase.

3. How to Request a Return

To request a return or exchange, please contact us by email at support@veluneofficial.com within 30 days of receiving your order.

Please include the following information in your email:

your full name;
your order number;
the email address used to place the order;
the item you would like to return or exchange;
the reason for the return;
photos or videos, if the item is damaged, defective, or incorrect.

Our support team will review your request and provide return instructions by email. Please do not send any item back before receiving our return instructions.

4. Return Shipping

Returns are made by post. The customer is responsible for arranging and paying the return shipping costs.

We do not provide prepaid return labels.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items sent without tracking.

5. Restocking Fees

We do not charge any restocking fees.

6. Exchanges

We accept exchanges within the 30-day return period, subject to product availability.

If you would like to exchange an item for a different size, colour, or product, please contact us at support@veluneofficial.com.

If the requested replacement item is unavailable, we may offer a refund or an alternative product, depending on your preference.

7. Refund Process

Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 days.

Please note that your bank, card provider, or payment provider may take additional time to display the refund in your account.

8. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@veluneofficial.com.

Please include your order number and clear photos or videos showing the issue. This helps us review your case quickly and provide the correct solution.

Depending on the situation, we may offer a replacement, exchange, or refund.

9. Non-Returnable Cases

We may refuse a return if:

the return request is made after 30 days from delivery;
the item shows signs of misuse, intentional damage, or excessive wear;
the item has been altered, washed excessively, or damaged after delivery;
the customer sends the item back without first contacting us and receiving return instructions.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@veluneofficial.com.

We cannot guarantee cancellation once the order has already been processed, packed, or shipped.

11. Shipping Charges and Refunds

Original shipping charges, including any paid priority shipping option, are generally non-refundable unless the refund is due to an error on our side, such as an incorrect, damaged, or defective item.

If a refund is approved, it will apply to the eligible returned item and will be processed to the original payment method.