Refund policy

1. Return and Refund Policy

We offer a 30-day return window, meaning you have up to 30 days from the date of delivery to initiate a return request.

To qualify for a return, the item must be in its original condition — unused, unwashed, with all tags attached, and in its original packaging. A receipt or proof of purchase is also required.

To begin the return process, please reach out to us at help@vloune.com

Once your return request is approved, we’ll provide a prepaid return shipping label along with detailed instructions on how and where to send your item. Returns sent without prior authorization will not be accepted.

If you have any questions about returns, feel free to contact us.

1.1 Returns process

To initiate a return, the customer must contact us at help@vloune.com, providing the order number and the reason for the return.

  • The product must be unused, in perfect condition, with all the original labels and packaging.
  • The customer is responsible for the return shipping costs, except in the case of a defective product or an error in the order.

1.2 Refunds

Once the returned item has been received and checked, the refund will be processed within 5 working days, using the same payment method used (Shopify Payments).

  • The refund will include the total amount paid, including original shipping costs, where applicable.
  • We reserve the right to refuse returns that do not meet the requirements described above.

1.3 Return shipping fee

Customers are responsible for the shipping costs of returning a product for a change of mind or exchange.

However, the company will be responsible for shipping costs for damaged or defective items.

1.4 Can I cancel my order?

Yes — as long as your order hasn't yet been forwarded to our warehouse for processing and packaging, cancellation is possible. We recommend contacting us immediately if you'd like to cancel your purchase.

If the item has already been dispatched, you’ll need to wait for it to be delivered before initiating a return. Please be aware that once an order has been shipped, the original shipping fee is non-refundable. Return shipping will be at your expense, but no restocking fees will be charged.

If you have any questions, please contact our support: help@vloune.com