Refund policy

Last updated: 28 August 2026

1. Scope

This Policy applies to products purchased directly from veluna-global.com.

It explains your right to withdraw from an online purchase, the conditions applicable to hygiene-sealed intimate-wellness products, and your rights if a product is faulty, damaged, incorrect or not as described.

Nothing in this Policy limits any mandatory consumer rights available to you under applicable law.

2. Fourteen-Day Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason, subject to the hygiene exception explained below.

The withdrawal period begins on the day after you, or a person designated by you other than the carrier, receives the product.

If products from the same order are delivered separately, the withdrawal period begins on the day after the final product is received.

To exercise your right of withdrawal, you must email hello@veluna-global.com before the 14-day period expires and clearly state that you wish to withdraw from the purchase.

Please include:

• Your name

• Your order number

• The product concerned

• The date the product was ordered

• The date the product was received

You may use the following wording, although it is not mandatory:

“I hereby give notice that I withdraw from my contract for the purchase of [product], ordered on [date] and received on [date]. My name is [name], my address is [address], and my order number is [order number].”

You do not need to provide a reason for exercising your statutory right of withdrawal.

Your withdrawal is effective when you send us a clear notice within the applicable period. It is not conditional on prior approval from Veluna.

3. Hygiene Seal

Each Veluna intimate-wellness product is supplied in a product box protected by external factory-applied shrink-wrap.

This factory-applied shrink-wrap constitutes the product’s protective hygiene seal. It is separate from the shipping parcel, delivery box or other external shipping packaging.

Under Article L.221-28 5° of the French Consumer Code and equivalent European rules, the right of withdrawal does not apply to sealed goods that:

• Are not suitable for return for health-protection or hygiene reasons; and

• Have been unsealed by the consumer after delivery.

Accordingly, a Veluna intimate-wellness product cannot be returned for a change of mind after its factory-applied shrink-wrap has been removed, cut, torn, broken or otherwise opened.

Opening the shipping parcel does not remove your right of withdrawal, provided that the factory-applied shrink-wrap around the product box remains complete and intact.

This hygiene restriction applies only to change-of-mind returns. It does not affect your legal rights if a product is faulty, damaged, incorrect or not as described.

4. Return Eligibility

To qualify for a change-of-mind return, the product must be:

• Unused

• Protected by its complete and intact factory-applied shrink-wrap

• In its original condition

• Complete with its original packaging, accessories and documentation

• Accompanied by proof of purchase

A product will not qualify for a change-of-mind return if its factory-applied shrink-wrap has been removed, cut, torn, broken or otherwise opened.

5. How to Request a Return

To request a return, email hello@veluna-global.com before the 14-day withdrawal period expires.

Please provide:

• Your name

• Your order number

• The product you wish to return

• A photograph showing that the factory-applied shrink-wrap remains intact, where reasonably requested

A photograph helps us provide the correct return instructions, but your statutory withdrawal notice is effective from the date you clearly communicate your decision to withdraw.

After you contact us, we will provide the correct return address and return instructions.

Please do not return products to our registered office unless we specifically instruct you to do so. Our registered business address is not necessarily our returns address.

6. Returning the Product

After notifying us of your withdrawal, you must send the eligible product back without undue delay and no later than 14 days after the date on which you informed us of your decision.

The return deadline is met if you send the product before the 14-day return period expires.

You are responsible for packaging the product securely.

We strongly recommend using a tracked shipping service and keeping your proof of shipment until the return and refund have been completed.

7. Return Shipping Costs

For an eligible change-of-mind return, you are responsible for the direct cost of returning the product.

Veluna will cover or reimburse necessary return shipping costs when:

• The product is faulty

• The product arrived damaged

• You received the wrong product

• The product is materially different from its description

• Applicable law otherwise requires us to cover the cost

Please contact us before returning a faulty, damaged, incorrect or non-conforming product so that we can provide the appropriate instructions.

8. Change-of-Mind Refunds

For a valid exercise of the right of withdrawal, Veluna will refund:

• The price paid for the eligible returned product; and

• The cost of the least expensive standard delivery method offered for the original order, where required by law.

We do not refund additional delivery costs resulting from your choice of express delivery or another delivery method that was more expensive than our least expensive standard option.

We will issue the refund without undue delay and no later than 14 days after receiving notice of your withdrawal.

We may withhold the refund until:

• We receive the returned product; or

• You provide evidence that the product has been sent back,

whichever occurs first.

Refunds are issued to the original payment method unless we expressly agree otherwise. You will not be charged a fee for receiving the refund.

After Veluna processes the refund, your bank or payment provider may require approximately 5–10 business days to display the funds in your account.

9. Inspection of Returns

We will inspect the returned product after receiving it.

For intimate-wellness products covered by the hygiene exception, a change-of-mind refund may be refused if the factory-applied shrink-wrap has been removed, cut, torn, broken or otherwise opened.

Opening the external shipping parcel will not affect your eligibility, provided that the product box and its factory-applied shrink-wrap remain intact.

If a returned product does not meet the applicable return conditions, we will contact you.

These inspection rules do not limit your rights concerning faulty, damaged, incorrect or non-conforming products.

10. Faulty, Damaged, Incorrect or Non-Conforming Products

Please inspect your order after delivery.

Contact hello@veluna-global.com as soon as reasonably possible if:

• The product is faulty or does not function correctly

• The product arrived damaged

• You received the wrong product

• Part of your order is missing

• The product is materially different from its description

Please provide:

• Your name and order number

• A description of the problem

• Photographs or a short video showing the issue, where reasonably possible

Photographs or videos help us assess the issue more quickly. However, your statutory rights are not conditional on providing a photograph or video where the issue can otherwise be established.

Please do not return or dispose of the product until we have provided the appropriate instructions.

The hygiene-seal restriction does not prevent you from making a valid claim concerning a faulty, damaged, incorrect or non-conforming product.

11. Legal Guarantee of Conformity

Consumers in the European Union benefit from a mandatory legal guarantee of conformity covering products that are faulty, do not conform to the purchase contract, or do not look or work as advertised.

For French consumers, this legal guarantee is provided by Articles L.217-3 and following of the French Consumer Code.

The legal guarantee applies for two years from the date the product is delivered.

During the applicable period, a lack of conformity is presumed to have existed at the time of delivery unless Veluna proves otherwise, in accordance with applicable law.

If a product is not in conformity, you may request:

• Repair of the product; or

• Replacement of the product.

Your preferred remedy will be provided unless it is impossible or would impose costs that are manifestly disproportionate compared with the alternative remedy, taking into account the value of the product and the seriousness of the defect.

Any repair or replacement must be completed:

• Free of charge

• Within a reasonable period and, for French consumers, no later than 30 days after the request

• Without significant inconvenience to you

Due to the hygienic nature of intimate-wellness products, repair may not always be appropriate. Where repair is not hygienically or technically appropriate, Veluna may provide a replacement, subject to applicable law.

You may be entitled to an appropriate price reduction or termination of the purchase contract and a refund where:

• Repair or replacement is impossible

• Veluna refuses to bring the product into conformity

• The chosen remedy is not completed within the legally required period

• The defect remains after an attempted remedy

• The defect is sufficiently serious to justify an immediate price reduction or termination

• The remedy would cause significant inconvenience

Where a product is repaired or replaced, any extension or renewal of the legal-guarantee period required under applicable law will apply.

Veluna will cover or reimburse the necessary shipping costs associated with a valid legal-guarantee claim.

The legal guarantee does not apply to damage caused solely by:

• Misuse or use contrary to the product instructions

• Accidents or external damage after delivery

• Unauthorised modification or attempted repair

• Normal wear and tear

• Use incompatible with the product’s intended purpose

The legal guarantee applies independently of any optional commercial warranty and cannot be excluded or reduced by this Policy.

French consumers may also have rights under the legal guarantee against hidden defects provided by Articles 1641 and following of the French Civil Code.

12. Exchanges

Veluna does not offer direct change-of-mind exchanges.

If you would like a different product, you may return an eligible hygiene-sealed product in accordance with this Policy and place a new order.

This does not affect your right to request repair or replacement of a faulty or non-conforming product under the legal guarantee.

13. Order Cancellations

If you wish to cancel an order before it has been shipped, contact hello@veluna-global.com as soon as possible.

We will try to stop the order before dispatch, but we cannot guarantee cancellation once fulfilment has begun.

If the order has already been shipped, you may exercise an applicable right of withdrawal after delivery, subject to the conditions in this Policy.

14. Lost or Damaged Deliveries

Unless you independently select a carrier that was not offered by Veluna, responsibility for the product remains with Veluna until it is physically delivered to you or to a person designated by you.

If your order is lost, arrives damaged or is incorrectly marked as delivered, contact hello@veluna-global.com promptly.

We will investigate the matter with the delivery provider and provide an appropriate replacement or refund where required.

15. Contact Us

For return, refund or legal-guarantee requests, contact:

VELUNA OÜ
Registration number: 17270577
Harju maakond, Tallinn
Lasnamäe linnaosa
Sepapaja tn 6
15551, Estonia

Email: hello@veluna-global.com

Please contact us before sending a product so that we can provide the correct returns address and instructions.