Refund policy
VELUNE · CUSTOMER CARE
Refund & Return Policy
Last updated: October 26, 2026
At Velune, we want you to feel confident with every purchase. Your satisfaction matters to us, and we are committed to providing a clear, transparent, and straightforward return and refund experience.
This Refund and Return Policy explains how returns, exchanges, cancellations, refunds, and warranty claims are handled for purchases made through velunecompany.com.
VeluneCompany ("Velune", "we", "us", or "our") is operated by SICLOPAY LTD, based in Cyprus. Some orders may be fulfilled and shipped directly through our trusted international fulfilment partners.
Please review the following information before placing an order.
If you need assistance, our customer care team is available at support@velunecompany.com.
These summaries are for quick reference. Full conditions, exceptions and statutory consumer rights are explained below.
On this page
Your rights & returns
01Your Consumer Rights 02Right of Withdrawal — EU, EEA and UK Customers 03Model Withdrawal Form 04Our 30-Day Return Policy 05Conditions for Voluntary Returns 06Non-Returnable Items and Exceptions 07Order Cancellations and Changes 08How to Start a Return 09Return Shipping CostsExchanges & refunds
10Return Packaging and Shipment 11Restocking Fees 12Exchanges 13Damaged, Defective or Incorrect Products 14One-Year Commercial Warranty 15Refund Method 16Refund Processing Time 17Partial Refunds 18Late or Missing Refunds 19Gifts and Complimentary ProductsInformation & support
20Privacy and Personal Information 21Changes to This Policy 22Governing Law 23Company Information 24Contact UsYour rights & returns
01Your Consumer Rights 02Right of Withdrawal — EU, EEA and UK Customers 03Model Withdrawal Form 04Our 30-Day Return Policy 05Conditions for Voluntary Returns 06Non-Returnable Items and Exceptions 07Order Cancellations and Changes 08How to Start a Return 09Return Shipping CostsExchanges & refunds
10Return Packaging and Shipment 11Restocking Fees 12Exchanges 13Damaged, Defective or Incorrect Products 14One-Year Commercial Warranty 15Refund Method 16Refund Processing Time 17Partial Refunds 18Late or Missing Refunds 19Gifts and Complimentary ProductsInformation & support
20Privacy and Personal Information 21Changes to This Policy 22Governing Law 23Company Information 24Contact UsYour Consumer Rights
Your statutory consumer rights always come first.
Nothing in this policy limits, excludes, or reduces any mandatory rights available to you under applicable consumer protection legislation.
If a product is defective, damaged, incorrect, or not as described, you may be entitled to an appropriate remedy, including repair, replacement, a price reduction, or a refund, in accordance with applicable law.
Our voluntary 30-day return policy and additional one-year commercial warranty are provided alongside your statutory rights and never replace them.
Where applicable law provides greater protection than the terms described here, those legal protections will prevail.
Right of Withdrawal — EU, EEA and UK Customers
Consumers in the European Union, European Economic Area, and United Kingdom generally have the right to withdraw from eligible online purchases within 14 days without providing a reason, subject to applicable legal exceptions.
For a purchase involving a single item, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.
For orders containing multiple items delivered separately, the withdrawal period generally runs from receipt of the final item, as required by applicable law.
How to Exercise Your Right of Withdrawal
To exercise your withdrawal right, you must inform us of your decision through a clear statement before the applicable deadline expires.
You may contact us using the following details:
Email: support@velunecompany.com
Business Address:
SICLOPAY LTD
Operating as VeluneCompany
Spyrou Kyprianou Avenue 14, Office 1
3070 Lemesos, Cyprus
You may use the model withdrawal form included below, although this is not mandatory.
Sending your withdrawal notification before the relevant deadline is sufficient to exercise your right.
Effects of Withdrawal
If you validly withdraw from an eligible purchase, we will reimburse the payments received for the goods concerned, including standard outbound delivery charges where required by law.
Additional charges resulting from choosing a delivery method more expensive than our standard shipping option may be excluded from reimbursement.
We will issue the reimbursement without undue delay and within the applicable statutory timeframe, generally no later than 14 days from the date we are informed of your withdrawal.
Where permitted by law, we may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
You must return the goods without undue delay and generally within 14 days after notifying us of your withdrawal.
The direct cost of return shipping is normally your responsibility for change-of-mind withdrawals, provided this obligation has been properly disclosed and applicable law does not require otherwise.
You may inspect the goods to establish their nature, characteristics, and functioning. You are responsible only for any legally recognised diminished value resulting from handling beyond what is reasonably necessary for that inspection.
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from your purchase.
To: SICLOPAY LTD, operating as VeluneCompany
Address: Spyrou Kyprianou Avenue 14, Office 1, 3070 Lemesos, Cyprus
Email: support@velunecompany.com
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
- Product(s):
- Order number:
- Ordered on:
- Received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s), if submitted on paper:
- Date:
Delete or complete fields as appropriate.
Our 30-Day Return Policy
We understand that sometimes a product may not be exactly what you expected.
For eligible purchases, Velune offers a 30-day voluntary return period, beginning on the date your order is delivered.
If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery by contacting our customer care team.
Email: support@velunecompany.com
Your request must be submitted within this period to qualify under our voluntary return policy.
Requests made after the 30-day window may not be accepted under this additional benefit, except where a longer period or another remedy is required by applicable law.
Our voluntary return period does not affect your statutory withdrawal rights or protections relating to defective or non-conforming products.
Conditions for Voluntary Returns
For change-of-mind returns made under our voluntary 30-day return policy, products must generally meet the following conditions:
- Unused and unworn: Items should not show signs of regular use.
- Original condition: Products should be free from customer-caused damage, stains, alterations, or excessive wear.
- Protective packaging: Original packaging should be included whenever reasonably possible.
- Tags and accessories: Original labels, tags, detachable accessories, and included product components should be returned where applicable.
- Proof of purchase: An order number, receipt, or other reasonable purchase confirmation should be provided.
Returned products may be inspected upon arrival to verify their condition.
For voluntary returns outside the statutory withdrawal period, products showing significant signs of use, alteration, or customer-caused damage may not qualify for a full refund.
These conditions do not restrict your legal right to inspect purchased products or your statutory remedies for defective or non-conforming goods.
Non-Returnable Items and Exceptions
Certain products may be excluded from change-of-mind returns where an exception is expressly permitted by applicable consumer protection law.
Depending on the product and relevant legislation, these may include:
- Products made to a customer's specifications or clearly personalised.
- Certain sealed hygiene-related products that become legally exempt after their seal is broken.
- Other products specifically exempted from statutory withdrawal rights under applicable law.
Any relevant restrictions will be communicated where required before purchase.
Discounted, promotional, and sale items are not automatically excluded from statutory withdrawal rights.
If a product arrives defective, damaged, incorrect, or not as described, applicable consumer protections remain available regardless of its promotional status.
Order Cancellations and Changes
If you wish to cancel or modify an order after placing it, please contact us as soon as possible.
Email: support@velunecompany.com
Our standard order processing time is up to 2 business days.
We will make reasonable efforts to accommodate changes or cancellations before dispatch.
Once an order has entered the shipping process, changes through our fulfilment system may no longer be possible.
However, the dispatch of an order does not remove statutory cancellation or withdrawal rights available under applicable law.
If your order has already shipped, please contact our team for assistance with the appropriate return or withdrawal procedure.
For reference, our standard estimated shipping times after dispatch are:
- Free Standard Tracked Shipping: 5–7 business days.
- Priority Express Delivery: 3–5 business days, where available.
Please refer to our Shipping Policy for further information.
How to Start a Return
To request a return, contact our official customer care team at:
Please include:
- Your order number.
- The product name and quantity.
- The reason for the return, if you wish to provide one.
- Clear photographs or a short video if the product is damaged, defective, or incorrect.
Once we receive your request, we will review the information and provide the appropriate instructions.
These may include:
- The designated return destination.
- Packaging recommendations.
- Shipping and tracking instructions.
- Applicable return shipping information.
- Any additional details necessary to process your return.
Because some products may be fulfilled from different international facilities, the return destination may differ from the address printed on the original shipping label or our registered business address in Cyprus.
We recommend contacting our team before shipping a return to ensure that the package is directed to the correct location.
Important: Prior approval is not required to exercise a valid statutory right of withdrawal. Sending a clear withdrawal notice within the applicable legal deadline is sufficient.
Return Shipping Costs
For voluntary change-of-mind returns, customers are generally responsible for the direct cost of return shipping.
The cost may vary depending on the destination, shipping carrier, parcel weight, dimensions, and available services.
Where a statutory withdrawal right applies, customer responsibility for return shipping is subject to the information requirements and protections established by applicable law.
Damaged, Defective or Incorrect Items
If an item arrives defective, damaged, or incorrect, Velune will cover the reasonable return shipping costs where necessary to provide a legally required remedy.
Depending on the circumstances, we may:
- Provide a prepaid return label.
- Arrange an appropriate return shipping service.
- Reimburse reasonable return postage.
Customers will not be required to bear costs that applicable law requires the seller to cover when resolving product defects or non-conformities.
For voluntary returns, we recommend using a shipping service with tracking and retaining proof of postage until the return has been completed.
Return Packaging and Shipment
Please package returned products carefully to help prevent damage during transportation.
Where possible, use the original protective packaging or another suitable package.
For handbags and leather accessories, we recommend protecting straps, handles, zippers, and metal hardware against scratches or deformation.
If our support team provides a return label or special shipping instructions, please follow the relevant guidance.
Keep your tracking number and proof of dispatch.
Any responsibility for damage occurring during return transportation will be assessed in accordance with applicable law and the circumstances of the return.
Restocking Fees
Velune does not apply a standard restocking fee to eligible returns.
No administrative or restocking fee will be charged merely because a customer exercises a valid statutory right of withdrawal.
Where applicable law permits, a deduction may be made for diminished product value caused by handling beyond what was necessary to inspect its nature, characteristics, and functioning.
For voluntary returns outside the statutory withdrawal period, substantial customer-caused damage, missing components, or excessive use may affect refund eligibility.
We will explain any proposed deduction and its basis before completing the refund.
Exchanges
If you would prefer another colour, model, or available product variant, our customer care team can assist you.
The simplest option is generally to return an eligible item for a refund and place a new order for your preferred product.
Direct exchanges may be available depending on stock availability and fulfilment arrangements.
To request an exchange, contact:
support@velunecompany.com
Please include your order number and the product or variant you would like to receive.
For voluntary exchanges unrelated to a defect or fulfilment error, customers are generally responsible for applicable return shipping costs.
Where a replacement is provided as a statutory remedy for defective or non-conforming goods, the applicable legal protections and cost requirements will apply.
Damaged, Defective or Incorrect Products
We want every Velune order to arrive in excellent condition.
If you receive a product that is damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible.
We encourage customers to report issues within 30 days of delivery to help us resolve them promptly. This recommendation does not limit statutory rights or create a deadline for reporting defects.
Please provide:
- Your order number.
- A description of the problem.
- Clear photographs or a video showing the issue, where reasonably possible.
- Photographs of the packaging where relevant.
Once we have reviewed your request, we will explain the appropriate resolution options.
Depending on the circumstances and applicable law, these may include:
- Repairing the product.
- Replacing the defective item.
- Sending the correct product.
- Offering a proportionate price reduction.
- Issuing a refund when legally required or otherwise appropriate.
Remedies will be provided at no additional cost where required under applicable consumer protection legislation.
Where the original product or variant is no longer available, we will discuss a suitable alternative or the applicable refund remedy.
One-Year Commercial Warranty
Every eligible Velune handbag is covered by our 1-Year Commercial Warranty, beginning on the date the product is delivered.
This warranty is an additional commitment intended to provide confidence in the quality, construction, and durability of our bags.
What Is Covered
Subject to the warranty conditions, coverage includes eligible manufacturing or material defects arising during normal intended use, such as:
- Stitching that unexpectedly comes apart.
- Defective zippers, clasps, buckles, rings, or other hardware.
- Straps or handles that detach because of a manufacturing defect.
- Leather or vegan leather that develops premature cracking or peeling due to a covered material defect.
- Other covered faults affecting the construction or normal functionality of the bag.
What Is Not Covered
Our commercial warranty does not generally cover:
- Normal wear and ageing.
- Superficial scratches, scuffs, or cosmetic marks caused by regular use.
- Natural softening or changes in leather appearance over time.
- Accidental damage, misuse, or improper handling.
- Damage caused by excessive heat, moisture, sharp objects, or unsuitable cleaning products.
- Damage resulting from unauthorised alterations or repairs.
These exclusions apply only to our additional commercial warranty and do not restrict statutory rights.
How to Make a Warranty Claim
To submit a claim, email support@velunecompany.com and include:
- Your order number.
- The product name.
- A description of the problem.
- Clear photographs or a short video showing the defect.
If your claim is approved under our commercial warranty, we will arrange a replacement of the affected handbag at no additional cost.
If the same model or colour is unavailable, we will offer a comparable available alternative or refund the amount paid for the affected bag.
Your Statutory Guarantee
This commercial warranty is separate from and additional to your statutory consumer rights.
Consumers in the European Union generally benefit from a minimum two-year legal guarantee for goods that do not conform to the sales contract.
Consumers in the United Kingdom retain their rights under applicable consumer protection legislation.
The expiry of our one-year commercial warranty does not remove any legal remedies available beyond that period.
For additional information, please visit our Warranty Page.
Refund Method
Approved refunds will normally be issued through the original payment method used for the purchase.
Depending on the original transaction, refunds may be returned to:
- The original credit or debit card.
- The original digital payment account.
- Another original payment method supported by the relevant payment provider.
Where legally permitted, an alternative refund method may be used with your express agreement and without additional reimbursement fees.
Refunds will normally be initiated in the currency of the original transaction.
Depending on your payment provider or bank, exchange rates or currency conversion charges may affect the final amount appearing in your account.
Velune will not impose a fee for refunds where prohibited by applicable consumer law.
Refund Processing Time
For eligible voluntary returns, once the returned item has been received and inspected, we aim to process approved refunds within 5–10 business days.
You will receive confirmation once your refund has been initiated.
Please note that banks, card issuers, and payment providers may require additional time for the funds to appear in your account.
Statutory Withdrawals
Refunds arising from valid statutory withdrawal rights will be processed within the applicable legal deadlines.
These generally require reimbursement without undue delay and within 14 days of the relevant statutory starting point, subject to the legally permitted withholding of reimbursement until receipt of the goods or evidence of their return.
These deadlines take priority over our standard voluntary refund processing estimates.
Defective or Incorrect Products
Where a refund is the appropriate remedy for a defective, damaged, or incorrect product, it will be processed without undue delay and in accordance with applicable law.
Partial Refunds
In certain circumstances, a partial refund may be appropriate.
Examples include:
- An agreed price reduction for a product with a qualifying issue.
- Diminished value resulting from excessive handling, where a deduction is legally permitted.
- An eligible voluntary return involving substantial customer-caused deterioration.
- A mutually agreed partial refund to resolve a customer-service concern.
Where a partial refund applies, we will explain the reason and the proposed amount.
No partial refund will be used to avoid or reduce a remedy that the customer is legally entitled to receive.
Late or Missing Refunds
If you have received confirmation that a refund was issued but the funds have not appeared in your account, please:
- Check your original payment method again.
- Contact your card issuer or payment provider to confirm whether the refund is pending.
- Contact your bank if additional processing time may be required.
If the refund remains unavailable, email support@velunecompany.com with your order number and refund confirmation.
Our customer care team will investigate the payment status and assist you.
Gifts and Complimentary Products
If an order was purchased as a gift, approved refunds will normally be issued to the original purchaser using the payment method used for the transaction.
If you received a Velune product as a gift and it is defective or incorrect, please contact our customer care team for assistance.
Promotional or complimentary items included with eligible orders may be subject to the conditions disclosed as part of the relevant offer.
Where a complimentary accessory was included with a purchase that is subsequently returned in full, we may request the return of the associated promotional item, subject to the terms communicated at purchase and applicable consumer law.
Nothing in this section restricts statutory cancellation or refund rights.
Privacy and Personal Information
When handling returns, refunds, exchanges, or warranty claims, Velune may process personal information necessary to identify purchases and resolve customer enquiries.
This may include:
- Customer name and contact details.
- Order and transaction information.
- Shipping and return information.
- Relevant photographs or supporting documentation.
- Payment and refund status information.
Where necessary, information may be shared with payment processors, shipping carriers, and fulfilment partners involved in processing the request.
Personal data is handled in accordance with our Privacy Policy and applicable data protection legislation, including the GDPR where applicable.
For privacy-related enquiries, contact support@velunecompany.com.
Changes to This Policy
Velune may update this Refund and Return Policy periodically to reflect changes in our customer service procedures, operational arrangements, or legal requirements.
Updated versions will be published on velunecompany.com, together with the relevant revision date.
The contractual terms applicable to a purchase are generally those communicated when the order was placed, subject to mandatory consumer protection laws.
Policy updates will not retroactively remove statutory protections or contractual rights already acquired by customers.
Governing Law
VeluneCompany is operated by SICLOPAY LTD, based in Cyprus.
The contractual relationship is subject to applicable law and any governing-law provisions contained in our Terms of Service.
Nothing in this policy deprives consumers of mandatory protections available under the laws applicable to their country of habitual residence.
Where applicable consumer protection legislation provides rights beyond those described here, those legal requirements will prevail.
Company Information
Store Name: VeluneCompany
Operating Company: SICLOPAY LTD
Business Address:
Spyrou Kyprianou Avenue 14, Office 1
3070 Lemesos, Cyprus
Official Website: velunecompany.com
Customer Support: support@velunecompany.com
Contact Us
VELUNE · CUSTOMER CARE
Here when you need us.
If you need assistance with a return, refund, exchange, cancellation, or warranty claim, our customer care team is here to help.
Email: support@velunecompany.com
Website: velunecompany.com
Email is our official customer-support channel.
Please include your order number when contacting us about an existing purchase so that we can assist you as efficiently as possible.
We aim to respond to all enquiries promptly and provide clear, fair, and helpful assistance throughout your shopping experience.
Thank you for choosing Velune.
VELUNE · CUSTOMER CARE
Here when you need us.
For questions about a return, refund, exchange or warranty claim, email our customer care team. Please include your order number for faster assistance.