Refund policy
Refund & Return Policy
We want you to love your Veluneo. Because Veluneo is a personal care product used on skin, we handle returns a little differently than clothing or accessories — please read the policy below carefully before purchasing.
Unopened Items — 30-Day Return Window
If your Veluneo arrives and you decide you don't want it, you may return it within 30 days of delivery for a full refund, provided the product is:
- Unopened and unused
- In its original sealed packaging
- With all included accessories (cleaning brush, USB cable, comb guide, rotary head, and any bundle items)
To start a return, email us at support@veluneo.store with your order number. We'll respond with return instructions and the return address. Please do not send items back before contacting us — unauthorized returns cannot be processed.
Customers are responsible for return shipping costs on unopened items, unless the return is due to our error.
Damaged, Defective, or Wrong Items
If your Veluneo arrives damaged, defective, or you receive the wrong item, please contact us at support@veluneo.store within 7 days of delivery with:
- Your order number
- A photo or short video showing the issue
We'll make it right at no cost to you — either a full replacement, a refund, or a re-shipment, whichever works best for your situation. We cover all shipping costs for damaged or defective items.
Opened / Used Items
For hygiene and safety reasons, we cannot accept returns on Veluneo units that have been opened, used, or removed from their original packaging — this is standard practice across the personal-care industry. If you're experiencing an issue with a product you've already used, please still reach out at support@veluneo.store; while we can't offer a return, we may be able to help troubleshoot or offer a partial resolution depending on the situation.
Exchanges
The fastest way to get a different product or variant is to request a return of your original order (if eligible), then place a new order for the item you want.
Sale Items and Gift Cards
Sale items and gift cards are final sale and cannot be returned.
Refund Processing
Once we receive and inspect your return, we'll email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take an additional 3-5 business days to post the refund to your account.
If more than 15 business days have passed since we approved your return and you haven't seen the refund, please contact us at support@veluneo.store.
European Union — 14-Day Cooling Off Period
If your order is being shipped to the European Union, EU consumer law entitles you to cancel or return your order within 14 days of receipt for any reason. The same condition requirements apply (unopened, unused, in original packaging).
Questions?
We're happy to help. Reach out anytime at support@veluneo.store.