Refund policy

Returns & Refunds

We want you to love your Velune Lux jewellery. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.

30-Day Returns

To be eligible for a return, your item should be returned in its original condition, unworn and unused, with any original tags and packaging where applicable.

To start a return, please contact us at support.velunelux@gmail.com with your order number and the reason for your return.

Please do not send items back without contacting us first, as we will provide the appropriate return instructions.

Return Shipping

For returns due to a change of mind, incorrect size selection or other reasons not caused by an error on our part, the customer is responsible for the cost of returning the item.

We recommend using a tracked shipping service, as we cannot be responsible for returned parcels that are lost in transit.

If you receive an incorrect, damaged or defective item, please contact us before returning it. Where appropriate, Velune Lux will provide a suitable resolution at no additional cost to you.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If an item is damaged, defective or different from what you ordered, contact us at support.velunelux@gmail.com as soon as possible and include:

Your order number
A description of the issue
Clear photographs showing the item and the issue

We will review your request and provide the appropriate next steps.

Earrings & Hygiene

For hygiene reasons, earrings that have been unsealed or worn may not be eligible for a change-of-mind return.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, finish or size, please return the eligible item in accordance with this policy and place a new order.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please allow up to 10 business days after the refund has been processed for your bank or payment provider to display the funds in your account.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at support.velunelux@gmail.com.

Order Cancellations

If you wish to cancel or change an order, please contact us as soon as possible.

We will do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may not be able to cancel or modify it.