To be eligible for a return, you must request the return within 30 days of receiving your order.

Unless the item is defective, damaged or incorrect, returned products should normally:

• Be unused and in their original condition.
• Include the original packaging where reasonably possible.
• Include all accessories, components and documentation supplied.
• Show no signs of misuse, damage or excessive wear.
• Be accompanied by proof of purchase or your order information.

We reserve the right to decline a return where the product does not meet the applicable return conditions, subject to your statutory consumer rights.

To request a return, contact us at contact@veluna-store.com .

Please include:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Photos or videos where relevant to the issue.

Our team will review your request and provide further instructions where the return is eligible.

Please do not send products to our registered company address unless our support team specifically instructs you to do so.

Please inspect your order after delivery and contact us as soon as possible if an item arrives damaged, defective or different from what you ordered.

To help us investigate the issue quickly, we may ask you to provide photographs or videos showing:

• The product.
• The issue or damage.
• The product packaging.
• The shipping label or parcel where relevant.

After reviewing the information, we may offer an appropriate solution, such as a replacement, refund or other remedy depending on the circumstances.

If you are returning an eligible product because you changed your mind or no longer want the item, return shipping costs may be your responsibility.

If the return is required because the product was damaged, defective or incorrectly supplied, we will provide the appropriate return or resolution instructions.

Original shipping charges are generally non-refundable unless required by applicable law or where the return results from an error for which Veluna is responsible.

Certain products may not be eligible for return for hygiene, safety, personalisation or other legal reasons.

Examples may include:

• Personalised or custom-made products.
• Gift cards.
• Products marked as final sale where legally permitted.
• Products that have been significantly used or damaged after delivery.
• Opened personal-care or hygiene-sensitive items where resale would be inappropriate.
• Items missing essential parts, accessories or components due to customer handling.

These exclusions do not affect your rights where a product is faulty, damaged, misdescribed or otherwise protected under applicable consumer law.

Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.

If approved, the refund will normally be issued to the original payment method used for the purchase.

Once we issue a refund, your bank, card provider or payment processor may require additional time to process and display the funds in your account.

In certain circumstances, a partial refund may be appropriate where legally permitted.

This may include situations where a returned product:

• Shows signs of use beyond what is reasonably necessary to inspect it.
• Has been damaged after delivery.
• Is missing parts or accessories.
• Is returned in a substantially different condition from when supplied.

Any reduction will be assessed reasonably and in accordance with applicable consumer law.

If you need a different item, variation or replacement, please contact our support team.

Depending on product availability and the circumstances, we may arrange a replacement or advise you to complete a return and place a new order.

If you wish to cancel an order, contact us as soon as possible after placing it.

Because some Veluna products are sent directly to our manufacturing partners or suppliers for processing and fulfillment, we cannot guarantee that an order can be cancelled once fulfillment has begun.

If cancellation is no longer possible, you may still be able to request a return after delivery subject to this policy and your applicable statutory rights.

Some Veluna products are shipped directly from our manufacturing partners or suppliers.

As a result, the return address may be different from the address shown on your original parcel or from our registered company address.

Always contact our support team before sending a return so that we can provide the correct return instructions.

Products within the same order may occasionally be fulfilled by different suppliers or fulfillment locations.

If you need to return more than one product, different return instructions may apply to individual items.

Please follow the instructions provided by our support team before sending any products back.

If we have confirmed that your refund has been issued but you have not yet received it, please allow time for your bank or payment provider to complete its processing.

If a reasonable processing period has passed and the refund still does not appear, please contact your payment provider and then contact us at contact@veluna-store.com if further assistance is required.

Nothing in this policy is intended to limit or exclude any mandatory consumer rights that apply to you under applicable law.

Depending on your location and the nature of the purchase, you may have additional rights to cancel an online purchase within a statutory cooling-off period.

Certain types of products may be excluded from statutory cancellation rights, including some personalised, sealed hygiene-sensitive or other exempt goods.

Veluna reserves the right to review return and refund requests for suspected fraud, abuse or misuse.

We may refuse claims that are demonstrably fraudulent or abusive where legally permitted, while continuing to respect all applicable consumer protection rights.

We may update this Returns & Refund Policy from time to time to reflect changes to our services, fulfilment processes, business operations or legal obligations.

The latest version will always be published on this page.