🔄 return policy
Veluna
Order Confirmation & Policy Agreement
By placing an order on Veluna, you confirm that you have read, understood, and agreed to our Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You have reviewed and accepted our return conditions and timeframes.
- You agree to follow the return procedure as outlined below.
- In the event of a chargeback or dispute, this policy, together with order confirmations, tracking details, and communication records, may be used as supporting evidence.
Returns
If you are not completely satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the following conditions are met.
Eligibility Requirements
- The item must be unused, unworn, and unwashed.
- The item must be returned in its original packaging and original condition.
- Only standard inspection and handling of the product is permitted.
- The customer is responsible for return shipping and handling costs.
Returns are processed within 7 business days after we receive the item.
Veluna reserves the right to refuse returns if products show signs of misuse, excessive wear, damage, or any condition not caused by us.
How to Initiate a Return
To request a return:
- Email us at info@veluna.com.ag within 30 days of delivery.
- Include the following information:
- Order number
- Reason for return
- Photos of the product (if damaged or defective)
- Your full name and shipping address
- Wait for our return instructions before sending the product back.
⚠️ Do not ship items back without prior approval. Unauthorized returns may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.
Defective or Damaged Items
If your item arrives damaged or defective, please contact us within 2 days of delivery at info@veluna.com.ag and provide:
- Your order number
- A short description of the issue
- Clear photos or a short video showing the defect
Once reviewed and approved:
- We may offer a replacement depending on availability and the nature of the issue.
- In certain cases, a return may not be required.
Replacement processing typically takes 7–14 business days.
Lost or Unclaimed Packages
If your package is lost in transit:
- Contact us with your order number and tracking details.
- We will assist in filing a claim with the courier.
- If confirmed lost, we will arrange a replacement or refund.
If a package is refused upon delivery, unclaimed, or returned due to an incorrect address provided by the customer, an administrative and shipping fee may be deducted from the refund.
Cancellations & Right of Withdrawal
You may cancel your order within 30 days of receipt, in accordance with applicable consumer protection laws.
Please note:
- Once an order has been shipped, it cannot be cancelled.
- If already dispatched, you may initiate a return after delivery.
To cancel an order before shipment, email info@veluna.com.ag with a clear cancellation request.
Return shipping costs remain the responsibility of the customer.
Chargebacks & Disputes
If you experience any issues with your order, please contact us first. We are committed to resolving concerns quickly and fairly.
In the case of a chargeback or payment dispute, we may provide your payment provider with supporting documentation, including:
- Order confirmation
- Tracking information
- Email correspondence
- Submitted photos
Filing a chargeback without prior communication may delay resolution.
Important Information
- Returns must be shipped to our designated fulfillment center at the customer’s expense.
- Veluna is not responsible for transit delays or customs clearance issues.
- For hygiene-related products, items returned in used or unsanitary condition will not be accepted.
- Return shipping costs are not covered by Veluna.
Contact Us
If you have any questions about this Return & Refund Policy, please contact our Customer Support Team at:
We are always happy to assist you.