Refund policy

Return & Refund Policy

Effective worldwide.

We offer a 30-day return policy. You have 30 days from the date of delivery to request a return.

1. Eligibility for Returns

To qualify for a return:

  • The item must be unused, unworn, and in its original condition.

  • It must be returned in its original packaging.

  • All accessories, manuals, and components must be included.

  • The product must show no signs of use, damage, alteration, or wear.

  • Proof of purchase is required.

We reserve the right to refuse returns that do not meet these conditions.

Products returned in damaged, used, or altered condition may be rejected or subject to a partial refund.

2. How to Request a Return

To initiate a return, you must contact us at:

📧 zeluna@use.startmail.com

Returns must be approved before being sent back.
Items returned without prior authorization will not be accepted.

Once approved, we will provide the return address and instructions.

3. Return Shipping Costs (International Orders)

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

  • Original shipping costs are non-refundable.

  • Any customs duties, taxes, or import fees are non-refundable.

We recommend using a trackable shipping method. We are not responsible for lost return packages.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery with clear photo evidence so we can evaluate and resolve the issue.

Failure to report damage within 48 hours may result in denial of the claim.

5. Non-Returnable Items

The following items are non-returnable:

  • Personalized or custom-made products

  • Perishable goods

  • Personal care items

  • Hazardous materials

  • Gift cards

  • Clearance or sale items

If you are unsure whether your product qualifies, please contact us before purchasing.

6. Exchanges

We do not offer direct exchanges.

To receive a different product, please return the original item (if eligible) and place a new order.

7. European Union – 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery without providing justification.

Returned goods must be in a condition suitable for resale. Customers are responsible for return shipping unless the item is defective.

8. Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved.

If approved:

  • Refunds will be processed to the original payment method.

  • Processing time: up to 10 business days.

  • Shipping costs are non-refundable.

If more than 15 business days have passed since approval, please contact us at zeluna@use.startmail.com

 

We reserve the right to dispute chargebacks in cases where return procedures were not followed.

Customers must contact us first to resolve any issue before initiating a payment dispute.