Return & Refund Policy

At Vourna, your satisfaction matters to us. If something isn't right with your purchase, we're here to help. Please review our Return & Refund Policy below for information about eligible returns, refunds, and order issues.

Return Eligibility

You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy and applicable consumer protection laws.

To be eligible for a return, items should generally be:

  • Unused and unworn.

  • In their original condition.

  • Returned with original packaging, tags, and accessories where applicable.

  • Accompanied by proof of purchase or your order number.

For hygiene, safety, or product-specific reasons, certain items may not be eligible for return unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable law.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Items That Cannot Be Returned

Unless required by applicable law, the following items may not be eligible for return:

  • Items that have been worn, washed, used, or damaged after delivery.

  • Products marked as final sale or non-returnable before purchase.

  • Personalized or custom-made items, except where defective, incorrectly supplied, or otherwise covered by applicable law.

  • Items that cannot be returned for hygiene or safety reasons after their protective seal has been removed, where applicable.

This list does not limit any rights you may have under applicable consumer protection laws.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible and include:

  • Your order number.

  • A description of the issue.

  • Clear photographs or videos showing the problem, where appropriate.

We will review your request and work with you to determine an appropriate resolution, which may include a replacement, refund, or another remedy as required by applicable law.

Please do not dispose of or return the item until you have received instructions from our support team, unless otherwise required by law.

How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Us

Contact our customer support team through the Contact Us page on vourna.com. Include your order number and the reason for your return.

Step 2: Wait for Return Instructions

Our team will review your request and provide return instructions if your return is approved.

Step 3: Ship the Item Back

Pack the eligible item securely and send it to the return address provided by our team. Please do not send items to the address printed on your package without confirming the correct return address first.

Step 4: Return Inspection

Once your return is received, we will inspect the item and notify you of the outcome.

Returns sent without prior authorization may experience processing delays.

Return Shipping Costs

For returns due to a change of mind, incorrect selection, or other reasons not caused by Vourna, the customer may be responsible for return shipping costs, where permitted by law.

If the return is due to an incorrect, defective, or damaged item, Vourna will determine the appropriate return shipping arrangement in accordance with applicable law.

Original shipping charges, where applicable, may be non-refundable for change-of-mind returns unless otherwise required by law.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider or financial institution.

Please allow 5–10 business days after refund approval for the refund to appear in your account. This is an estimate, and actual posting times may vary.

If you have not received your refund after the expected processing period, please contact us for assistance.

Exchanges

If you need a different size, color, or item, please contact us to check whether an exchange is available.

Exchange availability depends on product inventory. If an exchange cannot be arranged, our team can explain the available return or refund options.

Cancellations and Order Changes

If you wish to cancel or modify an order, contact us as soon as possible after placing it.

We will do our best to accommodate your request, but cancellations or changes cannot be guaranteed once an order has entered processing or has been shipped.

If your order has already shipped, you may need to follow the return procedure after delivery, subject to this policy and applicable law.

Late, Missing, or Undelivered Orders

If your order has not arrived within the estimated delivery window, please contact us with your order number and tracking details, if available.

We will review the shipment status and help you determine the next steps.

Any resolution for lost, missing, or undelivered orders will be handled in accordance with the circumstances of the shipment and applicable consumer protection laws.

Consumer Rights

This policy does not exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

If your purchase is protected by mandatory consumer rights in your country or region, those rights will continue to apply.

Contact Us

If you have questions about returns, refunds, exchanges, or an existing order, please reach out through the Contact Us page at vourna.com.

Thank you for shopping with Vourna. We appreciate your trust and the opportunity to assist you.