Refund policy

VELLUNE — RETURN AND REFUND POLICY
Last updated: 1 October 2026

We want you and your pet to love what you ordered. If something isn't right, you have 30 days to send it back.

THE 30-DAY WINDOW
You may return most items within 30 days of the delivery date. The 30 days are counted from the day your order arrives, not the day you placed it.

To be accepted, a returned item must be:
- Unused, and not used by your pet — no chewing, scratching, fur, saliva, litter or food residue
- Clean and odor-free
- In its original packaging, with all parts, accessories, cables and printed materials
- In resalable condition

For hygiene reasons, we can't accept items your pet has already used. We inspect every return on arrival. Items that come back used, damaged, dirty, incomplete, or without their original packaging may be refused or refunded only in part.

HOW TO START A RETURN
Email customerservice@vellune.us with your order number and the item you'd like to return, or use the contact form at vellune.us/pages/contact. Please get in touch before shipping anything back so we can confirm the return is eligible. Returns sent back without prior authorization may not be processed.

WHERE RETURNS GO
Returns are shipped to our return address in Guyton, Georgia, United States, not overseas. We'll email you the full address when we approve your return.

WHO PAYS FOR RETURN SHIPPING
- If the item is faulty, damaged in transit, or not what you ordered, we cover return shipping in full and there is nothing for you to pay.
- If you're returning an item because you changed your mind, you're responsible for return shipping.

We recommend keeping the original packaging until you're sure an item is staying.

REFUNDS
Once your return arrives and passes inspection, we issue a refund to your original payment method. Please allow up to 10 business days for us to receive and inspect the item, and a further 5 to 10 business days for your bank or card issuer to post the credit.

We'll email you when the refund is issued. If more than 15 business days have passed since that email and you still don't see the money, contact your bank first, then get in touch with us.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us within 7 days of delivery with your order number and photographs of the item and its packaging.

We'll arrange a replacement or a full refund, including all shipping costs, at no charge to you. Please don't give a damaged or defective product to your pet.

ITEMS THAT CANNOT BE RETURNED
- Items your pet has used, including beds, toys, scratchers, bowls, feeders, litter accessories and grooming tools
- Opened consumable or hygiene items, such as gels, treats, cleaning products, filters and replacement pads
- Items returned more than 30 days after delivery
- Items missing their original packaging or components
- Gift cards
- Items marked "final sale" on the product page at the time of purchase

If a product develops a fault after you've started using it, that's a warranty matter rather than a return — see vellune.us/pages/warranty or contact us and we'll take care of it.

EXCHANGES
The quickest way to exchange an item, for example for a different size, is to return the original for a refund and place a new order for the one you want. That way you're not waiting on our inspection before the replacement ships.

CANCELLING AN ORDER
If your order hasn't shipped yet, we can usually cancel it in full. Email us as soon as possible with your order number. Once an order has shipped we can no longer cancel it, and it will need to be handled as a return.

QUESTIONS
Email customerservice@vellune.us or use the contact form at vellune.us/pages/contact. We aim to reply within one business day.