Refund & Return Policy
At Velluna, customer satisfaction is very important to us. We carefully select our products to ensure quality, comfort, and reliability. However, if for any reason you are not completely satisfied with your purchase, we are here to help.
1. Eligibility for Returns
You may request a return or refund within 7 days of receiving your order, provided that:
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The item is unused, unworn, and in its original condition
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The item is returned in its original packaging
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Proof of purchase (order number or receipt) is provided
Items that do not meet these conditions may not be eligible for a refund.
2. Non-Returnable Items
Certain items are non-returnable, including but not limited to:
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Items that have been used, damaged, or altered after delivery
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Personal care items for hygiene reasons (if opened or used)
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Items purchased on clearance or promotional sales
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Gift cards or digital products
3. Damaged or Defective Products
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To process your request, we may ask for:
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Clear photos or videos showing the issue
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Your order number
Once confirmed, we will offer:
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A replacement at no extra cost, or
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A full or partial refund, depending on the situation
4. Return Process
To initiate a return, please contact us at:
📧 support@venulla-shop.com
Include the following information:
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Order number
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Reason for return
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Photos (if applicable)
Do not return items without contacting us first. Unauthorized returns may not be accepted.
5. Shipping Costs for Returns
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Customers are responsible for return shipping costs unless the item is defective or incorrect
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Original shipping fees (if any) are non-refundable
6. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be issued to the original payment method
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Processing time may take 5–10 business days, depending on your bank or payment provider
7. Late or Missing Refunds
If you haven’t received a refund yet:
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Check your bank account again
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Contact your credit card company
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Contact your bank
If the issue persists, please contact us at support@venulla-shop.com.
8. Order Cancellations
Orders may be cancelled within 12 hours of purchase.
Once an order has been processed or shipped, cancellation is no longer possible.
9. International Orders
Delivery times may vary depending on location. We are not responsible for delays caused by customs, postal services, or external factors beyond our control.
10. Contact Us
For any questions regarding returns or refunds, please contact us:
📧 support@venulla-shop.com
We are happy to assist you and ensure a positive shopping experience with Velluna.
We are happy to assist you and ensure a positive shopping experience with Velluna.