Refund policy
At Velune Studio, we want to provide a transparent and fair shopping experience. Please read our return and refund policy carefully before making a purchase.
1. Right of Withdrawal
In accordance with distance selling regulations, customers have the right to request a return within 14 calendar days from the date of delivery, without providing a reason.
After this 14-day period, standard returns may no longer be accepted.
2. Return Eligibility
To be eligible for a return, the item must:
- Be unused and in its original condition
- Be returned in its original packaging whenever possible
- Show no signs of damage caused by misuse or improper handling
Velune Studio reserves the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
The following items cannot be returned:
- Personalized or custom-made products
- Gift cards
- Products damaged due to improper use
- Items that cannot be returned for hygiene or safety reasons after opening (when applicable)
4. Return Process
Before returning any item, customers must contact us at:
Please include:
- Order number
- Full name
- Reason for return
- Photos if the item is damaged or defective
Returns sent without prior approval will not be accepted.
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the following cases:
- The product arrived damaged
- The wrong item was shipped
- The order contains an error on our side
In these situations, Velune Studio will cover return-related costs or provide an appropriate alternative solution.
6. Damaged or Defective Items
Please inspect your order as soon as it arrives.
If your item is:
- Damaged
- Defective
- Incorrect
Contact us within 48 hours of delivery and provide clear photos.
Each case will be reviewed individually, and we will offer a fair solution, which may include:
- Replacement
- Partial refund
- Full refund
7. Refunds
Once the returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 5 to 14 business days, depending on your bank or payment provider.
Original shipping costs are non-refundable unless the issue was caused by our mistake.
8. Order Cancellation
Orders may only be canceled if they have not yet been processed or shipped.
Once an order has been shipped, it can no longer be canceled and must follow the standard return process.
9. Shipping Delays
Velune Studio works with international suppliers and shipping partners.
Delays beyond our control may occur due to:
- Customs clearance
- Shipping carriers
- Peak seasons
- Unexpected global events
A shipping delay alone does not automatically qualify for an immediate refund.