Returns & Refunds Policy
Return & Refund Policy
At Veluna Lights, we want to provide our customers with a reliable, transparent, and straightforward shopping experience.
Please review our return, replacement, and refund conditions below.
Return Period
We offer a 30-business-day return policy.
You have 30 business days from the date your order is delivered to request a return.
For a standard return to be accepted, the product must be:
- unused
- undamaged
- in the same condition as when received
- returned with all original parts and accessories
- returned in its original packaging
Proof of purchase or your order number may also be required.
Products returned without prior authorization from our customer service team may not be accepted.
How to Request a Return
To request a return, please contact our customer service team at:
Please include:
- your full name
- your order number
- the product concerned
- the reason for your return request
Our team will review your request and provide you with the appropriate return instructions.
Please do not send a product back before receiving confirmation from our customer service team.
Standard Returns
You may request a return within 30 business days of delivery, including if you have changed your mind.
For standard returns, the product must be:
- unused
- undamaged
- complete
- in its original condition
- returned in its original packaging
If the product received is fully compliant with your order and with the product description displayed on our website, return shipping costs are the responsibility of the customer.
This includes, but is not limited to, returns due to:
- change of mind
- personal preference
- ordering the wrong size
- ordering the wrong color or finish
- ordering the wrong model
- deciding that the product is no longer suitable for your home or project
Veluna Lights does not charge any restocking fees for approved returns.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
Standard Return
If the product is not defective, damaged, incorrect, or affected by an error on our part, the customer is responsible for the return shipping costs.
The original shipping costs, where applicable, may not be refundable unless required by applicable law.
Defective Product
If the product is confirmed to be defective, Veluna Lights will cover the return shipping costs.
A prepaid return label or equivalent return solution will be provided whenever applicable.
Incorrect Product
If you received a product different from the one ordered, Veluna Lights will cover the necessary return shipping costs.
Defective Products
If your product is defective or does not function as intended, please contact us as soon as possible at:
We recommend contacting us promptly after discovering the issue.
Please provide:
- your order number
- a description of the issue
- clear photos of the product
- videos demonstrating the defect where appropriate
Our customer service team may request additional information to help determine the cause of the problem.
If the product is confirmed to be defective, Veluna Lights will cover the cost of returning the product.
Once the returned product has been received and inspected, a full refund will be issued to the original payment method, subject to the return being approved.
Damaged or Broken Products
If your product arrives broken or damaged during transportation, please contact our customer service team as soon as possible.
We recommend reporting transportation damage within 48 hours of delivery whenever possible so that we can process the claim with the shipping carrier quickly.
Please provide clear photos showing:
- the damaged or broken product
- the damaged area
- the internal packaging
- the external shipping box
- the shipping label where applicable
After reviewing the information provided and confirming the damage, Veluna Lights will provide a replacement product at no additional cost.
Veluna Lights will cover the costs associated with sending the approved replacement.
Depending on the situation, we may also provide instructions regarding the damaged product.
Please do not dispose of the damaged product or its packaging before receiving instructions from our customer service team, as the carrier may require evidence as part of the claim.
Incorrect Product Received
If you receive an item that does not correspond to your order, please contact us as soon as possible.
Please provide:
- your order number
- photos of the product received
- photos of the packaging and product label where applicable
Once the error has been confirmed, Veluna Lights will cover the necessary return shipping costs and arrange for the correct product to be sent to you.
Missing Items
If part of your order is missing, please contact:
Please provide your order number and specify which product, component, or accessory is missing.
Our team will review the shipment information and arrange an appropriate solution if the missing item is confirmed.
Product Not Received
If your tracking information indicates that your order is still in transit, please allow the carrier sufficient time to complete delivery.
If your order has not arrived within the expected delivery period, contact us at:
We will open an investigation with the shipping carrier.
If the carrier confirms that the parcel has been lost and cannot be delivered, Veluna Lights will provide an appropriate solution, which may include:
- a replacement shipment
- or a full refund
The appropriate solution may depend on the circumstances of the shipment and the outcome of the carrier investigation.
Order Cancellation
You may request to cancel your order before it has been shipped or entered the fulfillment process.
To request a cancellation, contact:
We will make every effort to process your request before shipment.
However, once the order has been shipped or handed over to the carrier, it can no longer be cancelled.
If your order has already been shipped, you may request a standard return after receiving it, subject to the conditions described in this policy.
For a standard return of a compliant product, return shipping costs remain the responsibility of the customer.
Exchanges
We do not offer standard direct exchanges for products returned because of:
- change of mind
- size preference
- color preference
- finish preference
- model preference
If you wish to purchase another product, the fastest solution is generally to:
- request a return of the original product
- place a new order for the desired product
For products damaged during transportation, Veluna Lights will arrange a replacement according to the Damaged or Broken Products section of this policy.
Return Conditions
Returned products must be packaged carefully to prevent damage during transportation.
For standard returns, the product must be returned:
- unused
- undamaged
- clean
- complete
- with its original components and accessories
- in its original packaging
We reserve the right to refuse or reduce a refund where permitted by applicable law if a returned product shows damage, excessive use, missing components, or deterioration caused after delivery.
Personalized or Custom Products
Personalized, custom-made, made-to-order, or specially configured products may not be eligible for standard returns unless they are defective, damaged, incorrect, or otherwise eligible under applicable consumer protection laws.
Where applicable, any specific return restrictions will be displayed on the relevant product page.
Return Authorization
All returns must first be approved by our customer service team.
Please contact:
before sending your product.
Products sent to our return address without prior authorization may be refused or may experience significant processing delays.
Return Address
Once your return has been approved, our customer service team will provide you with the appropriate return instructions.
Unless otherwise specified by our team, the return address is:
Veluna Lights
13 Impasse de la Mare
27520 Thenouville
France
Please do not return a product without prior approval.
Refund Conditions
For an approved standard return, a refund may be issued if the returned product meets all applicable return conditions.
The product must generally be:
- unused
- undamaged
- complete
- in its original condition
- returned in its original packaging
For standard returns of products that are compliant with the order and product description, return shipping costs are the customer's responsibility.
For confirmed defective products, Veluna Lights covers the approved return shipping costs.
Products damaged during transportation are handled according to our replacement procedure described above.
Refund Processing Time
Once an eligible returned product has been received, it will be inspected by our team.
If the refund is approved, it will be processed within a maximum of 30 business days after receipt and inspection of the returned product.
You will receive an email confirmation once the refund has been processed.
Please note that your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Refund Method
Approved refunds will be issued using the same payment method used for the original purchase, unless another method is required by law or agreed upon with the customer.
Refused or Undeliverable Packages
Customers are responsible for providing complete and accurate shipping information when placing an order.
If a package is returned to us because:
- the delivery address was incorrect or incomplete
- the customer refused delivery without an approved reason
- the parcel was not collected from a pickup location
- delivery attempts could not be completed due to circumstances attributable to the recipient
additional shipping or return costs may be deducted from any applicable refund, where permitted by law.
This does not apply where the delivery issue is caused by an error by Veluna Lights or the shipping carrier.
Contact Us
For any questions regarding returns, refunds, damaged products, defective products, or your order, please contact:
Email: contact@velunalights.com
We aim to respond to customer service requests within 24 hours.
Consumer Rights
Nothing in this policy is intended to exclude or limit any mandatory consumer rights that may apply under the laws applicable to your purchase.
Where mandatory consumer protection laws provide rights that are more favorable than the conditions stated in this policy, those legal rights will apply.
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