Return & Refund Policy
Returns & Refunds
We want you to feel confident when ordering from Velune Apparel. If something is not right, this page explains how to request a return, what conditions apply, how refunds are handled, and what to do if an item arrives damaged, incorrect or incomplete.
Please read the information below before sending anything back. Returns should not be sent without first contacting our support team.
Contact Us First
Before returning an item, contact sales@veluneapparel.shop with your order number and reason for the request.
Keep Items Unworn
Eligible returns should remain unused, unworn and in their original condition with applicable tags and packaging.
Use Approved Instructions
Do not send parcels to an address found elsewhere online. Follow the return instructions provided by our support team.
Refund After Review
Approved refunds are processed after the returned item has been received and inspected where a physical return is required.
Is your item eligible for a return?
Eligibility depends on the condition of the item, the reason for return, the timing of the request and any exclusions that apply to the product or transaction.
Generally Eligible
Items may generally be considered for return when they are unworn, unused, unwashed and returned in substantially the same condition in which they were received.
Original tags, labels, protective packaging and accessories should remain attached or included where applicable.
May Not Be Eligible
Items showing signs of wear, washing, fragrance, stains, damage caused after delivery, modification or missing components may not qualify for return.
Certain products may also be excluded where required for hygiene, customization or other legally permitted reasons.
Wrong Size or Change of Mind
Please contact us before returning the item. Return eligibility and shipping responsibility will depend on the circumstances and applicable consumer rules.
Damaged or Incorrect Item
If you believe the item arrived damaged, defective or different from what you ordered, contact us promptly and provide clear photographs so we can review the issue before any return is arranged.
From request to resolution.
Following the correct process helps us identify your order, understand the reason for return and provide the appropriate instructions.
Contact Customer Support
Email sales@veluneapparel.shop with your order number, item name and reason for the return request.
Provide Supporting Information
If the request concerns damage, defects or an incorrect item, include clear photographs of the product, affected area and packaging where relevant.
Receive Return Instructions
If a return is appropriate, our team will provide the relevant instructions. Please do not send a parcel before receiving this information.
Return the Item
Package the item carefully and use the approved return method or address provided to you. We recommend retaining proof of shipment.
Inspection & Resolution
Once the return is received, the condition of the item may be reviewed before the refund or other approved resolution is completed.
Return Conditions
To help ensure that a returned item can be accepted, please keep it in original, resalable condition until your request has been reviewed.
Where applicable, products should be returned with original tags, labels, packaging, accessories and other components included with the order.
Returned items should generally be:
- unworn and unused;
- unwashed and unaltered;
- free from stains, fragrance, makeup, pet hair or other signs of use;
- returned with original tags and packaging where applicable;
- packaged carefully to avoid damage during return transit.
We reserve the right to reject or reduce a refund where legally permitted if an item is returned in a condition that materially differs from the condition in which it was supplied.
Return Request Timing
Please contact us promptly after receiving your order if you wish to request a return. The permitted return period may depend on your location, the nature of the purchase and mandatory consumer law.
Where a specific return period is stated during checkout or elsewhere on our website, that period should be read together with any statutory cancellation or consumer rights that cannot legally be excluded.
Waiting an extended period before reporting damage, defects or an incorrect item may make it more difficult to verify what happened during delivery.
Damaged, Defective or Incorrect Items
If your order arrives damaged, appears defective or contains the wrong item, please contact us before taking further action.
Include your order number and clear photographs showing the complete product, the affected area and packaging where relevant.
Depending on the circumstances, we may request additional information to help us determine the appropriate solution.
Please do not discard packaging immediately if the issue appears connected with shipping damage, as photographs of the parcel may be useful when reviewing the delivery.
Refunds
When a refund is approved, it will normally be issued to the original payment method used for the purchase unless another method is required or agreed under applicable law.
After we process a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Processing times after the refund leaves our system are controlled by the relevant financial institution and are therefore outside our direct control.
We will not ask customers to provide full card numbers or passwords to process an ordinary refund.
Original Shipping Costs
Whether original shipping charges are refundable depends on the reason for the return, the shipping service involved and applicable consumer law. Where expedited shipping was chosen voluntarily, additional premium shipping charges may not be refundable where legally permitted.
Return Shipping Costs
Responsibility for return shipping can vary depending on whether the return is due to a change of mind, sizing preference, incorrect item, defect or another reason. Our team will advise you based on the circumstances of your request.
Exchanges
Exchange availability depends on stock and the specific circumstances of the request. In some situations, the most practical process may be to return an eligible item and place a new order for the preferred size or style.
Please contact us before returning an item for exchange so our team can confirm what options are available.
Items That May Be Excluded
Where permitted by applicable law, certain categories of products may not qualify for ordinary change-of-mind returns.
This can include customized goods, products made to specific customer instructions, items that cannot reasonably be resold for hygiene reasons after opening, or other products specifically identified as non-returnable before purchase.
Any exclusion is subject to mandatory consumer rights, including rights that may apply where an item is defective, incorrectly supplied or otherwise does not conform to the contract.
Sale & Promotional Items
Promotional pricing alone does not automatically remove statutory consumer rights. However, where legally permitted, special conditions may apply to certain clearance, final-sale or specifically identified promotional products.
Please review any product-specific information displayed before purchase and contact us if you are unsure whether a particular item can be returned.
Returned Parcels & Failed Delivery
If an order is returned to sender because of an incorrect address, refusal, repeated failed delivery attempts or failure to collect the parcel, please contact us before requesting reshipment or a refund.
Additional shipping charges may apply where a new shipment is required and the original delivery failure was not caused by Velune Apparel or the carrier.
Consumer Rights
Nothing in this Returns & Refunds Policy is intended to limit rights that cannot lawfully be excluded under applicable consumer protection law.
Depending on your country or region, you may have additional legal rights relating to cancellation, defective products, product conformity, refunds or remedies.
Where mandatory legal rights provide greater protection than this policy, those legal rights will apply.
Need help with a return?
Email us with your order number and a clear description of your request.