Política de reembolso
Returns & Refunds Policy
At Velunev, we want our customers to clearly understand the conditions that apply to returns and refunds before making a purchase.
This policy applies to orders placed through our online store and shipped to the countries and territories where we offer our products.
We offer a 30-day commercial return policy starting from the date your order is delivered, subject to the conditions outlined below.
This commercial return policy is provided in addition to any mandatory consumer rights that may apply under the laws of the country or region where the customer is located. Where applicable law provides rights that cannot legally be excluded, restricted, or modified by contract, those rights will prevail over any conflicting provision of this policy.
Return Eligibility
To request a return under our 30-day commercial return policy, the product must:
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Be unused, unwashed, and unaltered.
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Be substantially in the same condition in which it was received.
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Show no stains, odors, hair, dirt, damage, or other signs of use.
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Include its original tags, accessories, and packaging where applicable.
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Be accompanied by the receipt, order number, or other proof of purchase.
All returned products are subject to inspection after receipt.
These conditions apply to voluntary returns due to a change of mind and do not limit any mandatory consumer rights available under applicable law.
Used Products and Personal-Use Items
For hygiene, safety, and product-nature reasons, pillows and other personal-use products that have been used are not eligible for return under our voluntary 30-day change-of-mind return policy, except where applicable law requires otherwise.
A product may be considered used when there is reasonable evidence that it has been used for sleeping or resting, has had prolonged personal contact with the head, face, hair, or skin, or has been washed, stained, altered, damaged, or otherwise shows reasonable signs of use.
Opening the packaging solely to reasonably inspect the product does not automatically mean that the product has been used, provided that it remains clean, undamaged, and otherwise eligible for return under this policy and applicable law.
Restrictions relating to used products will not be used to deny mandatory legal rights relating to products that are defective, damaged, incorrect, unsafe, or materially different from what was described or ordered.
How to Request a Return
Before sending any product back, you must request return authorization by contacting us at:
Please include:
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The name used to place the order.
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Your order number.
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The product you wish to return.
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The reason for the return.
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Photographs or videos where reasonably necessary to assess the condition of the product or a claim involving damage or defects.
After reviewing your request, we will provide the appropriate return instructions and, where applicable, the address to which the product must be sent.
Authorized returns must be sent to:
[INSERT RETURN ADDRESS]
Please do not send products back without contacting us first. Packages sent without prior identification or authorization may experience processing delays.
This administrative requirement does not limit any mandatory rights you may have under applicable consumer law.
Return Shipping Costs
When a return is requested solely because the customer has changed their mind and there is no defect, damage, or error attributable to us, the customer will be responsible for the cost of returning the product, unless applicable law requires otherwise.
Original shipping charges are not refundable for voluntary change-of-mind returns unless applicable law requires otherwise.
If you received an incorrect, defective, or damaged product for reasons not attributable to you, we will assess the claim and cover any costs for which we are legally responsible under applicable law.
We are not responsible for return packages lost in transit where the customer independently arranged the return shipment. We recommend using a trackable shipping service whenever possible.
Damaged, Defective, or Incorrect Products
Please inspect your order after receiving it.
If you receive an item that is:
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Damaged.
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Defective.
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Incorrect.
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Incomplete.
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Materially different from the product ordered.
please contact us as soon as possible at:
We may request photographs, videos, or other information reasonably necessary to verify the issue.
Claims involving defective, damaged, or incorrect products will be assessed separately from our change-of-mind return policy.
The expiration of our voluntary 30-day return period does not eliminate any mandatory consumer rights that may remain available under applicable law.
Where legally required, we may provide a repair, replacement, refund, or other remedy required or permitted by applicable law.
Items Not Eligible for Change-of-Mind Returns
Unless applicable law requires otherwise, the following items are not eligible for return under our voluntary return policy:
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Pillows or other personal-use products that have been used.
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Washed products.
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Products stained or contaminated after delivery.
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Products altered by the customer.
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Products damaged after delivery for reasons attributable to the customer.
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Products showing odors, dirt, hair, or other evident signs of use.
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Products that cannot reasonably be returned in suitable condition due to their use.
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Gift cards.
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Products specifically identified before purchase as “Final Sale”, but only where such a restriction is permitted by applicable law.
A product being discounted, promotional, or offered at a reduced price does not automatically make it a final-sale item, unless it is expressly identified as such before the purchase is completed and the restriction is legally valid in the relevant jurisdiction.
These exclusions primarily apply to voluntary change-of-mind returns and do not eliminate mandatory rights relating to defective, incorrect, unsafe, or non-conforming products.
Exchanges
If you would like to exchange a product and it qualifies for return, please contact us first.
Once the return has been accepted and processed, you may place a separate order for the replacement product you would like.
Where applicable law gives consumers specific repair or replacement rights for defective or non-conforming goods, those rights remain unaffected by this section.
Cancellations and Mandatory Withdrawal Rights
Certain countries and regions provide consumers with statutory rights to cancel online purchases within a specified period.
Velunev will honor any mandatory cancellation, withdrawal, or return rights that apply to consumers under the laws of their country or region.
Where a statutory right of withdrawal applies:
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The legally required withdrawal period will apply where it cannot be modified by our policy.
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The consumer must notify us within the period required by applicable law.
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Return shipping costs will be handled in accordance with applicable legal requirements.
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Where permitted by law, the consumer may be responsible for any reduction in the value of the product resulting from handling that goes beyond what is reasonably necessary to inspect its nature, characteristics, and functioning.
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Exceptions relating to sealed goods, hygiene, or health protection will only be applied where recognized by applicable law and legally applicable to the specific product.
European Union and European Economic Area
Where European Union or European Economic Area consumer protection laws apply, consumers may have a statutory 14-day right of withdrawal for certain distance purchases, subject to the conditions and exceptions established by applicable law.
Our voluntary 30-day return policy does not reduce those rights.
Where legally permitted, we may take into account any reduction in the value of the product caused by handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the product.
Any exceptions relating to sealed products, health protection, or hygiene will only be applied where the applicable legal requirements are satisfied.
United Kingdom
Where United Kingdom consumer protection laws apply, we will honor all mandatory rights relating to cancellation, returns, repairs, replacements, or refunds.
Nothing in this policy is intended to replace or restrict rights that cannot legally be excluded.
Australia and New Zealand
Where Australian or New Zealand consumer protection laws apply, this policy will be interpreted together with any mandatory consumer guarantees and statutory rights.
Our change-of-mind return policy is separate from any legal rights relating to products that are defective, unsafe, of unacceptable quality, not as described, or otherwise fail to comply with applicable consumer guarantees.
United States, Canada, and Other Countries
For orders shipped to the United States, Canada, and other countries or territories, our 30-day commercial return policy will apply to the extent permitted by applicable law.
If any federal, national, state, provincial, territorial, or local law provides consumers with additional mandatory rights, those rights will not be excluded or restricted by this policy.
Refunds
Once we receive your returned product, we will inspect it and notify you whether the refund has been approved in accordance with this policy and applicable law.
When a refund is due, it will generally be issued to the original payment method.
We aim to process approved refunds within 10 business days, unless applicable law requires a different timeframe.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
If more than 15 business days have passed since we confirmed that your refund was issued and it has not appeared in your account, please contact us at:
Partial Refunds and Reduction in Value
Where permitted by applicable law, we may reduce a refund to reflect a demonstrable reduction in the value of the product caused by customer handling, damage, or use that goes beyond what was reasonably necessary to inspect the product.
Any reduction will be assessed reasonably and in accordance with applicable law.
This provision will not be used to improperly reduce a refund relating to a defect, damage, or problem attributable to us.
Fraudulent or Abusive Refund Claims
We reserve the right to investigate return or refund requests where there are reasonable indications of fraud, manipulation, abuse of our return policy, product substitution, or other deceptive conduct.
We may request information reasonably necessary to verify a claim.
This provision does not limit legitimate consumer rights and will not be used to arbitrarily reject a valid claim.
Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict, waive, or modify any mandatory consumer rights or remedies that cannot legally be excluded under applicable law.
If there is a conflict between this policy and a mandatory consumer protection law, the applicable mandatory legal requirement will prevail.
Our 30-day commercial return policy provides additional terms for voluntary returns but does not replace any statutory warranties, withdrawal rights, guarantees, or other mandatory remedies available to consumers.
Contact
For any questions regarding returns or refunds, please contact us at:
Please include your order number whenever possible so that we can assist you more efficiently.
Velunev reserves the right to update this policy when necessary to reflect changes to our operations or applicable legal requirements. Any changes will be implemented in accordance with applicable law and will not retroactively affect consumer rights where prohibited.