Refund policy
Refund & Return Policy
We want you to love your Veluneo PDRN Collagen Multi Balm. Because it's a personal care product applied to skin, we handle returns a little differently than general merchandise — please read the policy below before purchasing.
Unopened Items — 30-Day Return Window
If your balm 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
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 don't 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 order arrives damaged, defective, or you receive the wrong item, contact us at support@veluneo.store within 7 days of delivery with your order number and 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. We cover all shipping costs for damaged or defective items.
Opened / Used Items
For hygiene and safety reasons, we cannot accept returns on balm units that have been opened, used, or removed from their original packaging, this is standard practice across the skincare and cosmetics industry. If you're experiencing an issue with a product you've already used, please still reach out; while we can't offer a return, we may be able to help or offer a partial resolution depending on the situation.
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. Your bank or card provider may take an additional 3-5 business days to post the refund.
If more than 15 business days have passed since we approved your return and you haven't seen the refund, contact us at support@veluneo.store.
European Union — 14-Day Cooling Off Period
If your order is shipped to the EU, you're entitled to cancel or return your order within 14 days of receipt for any reason. The same condition requirements apply (unopened, unused, original packaging).
Questions?
Reach out anytime at support@veluneo.store.