Refund policy
At VaneLume, customer satisfaction and a positive shopping experience are important to us. If you experience an issue with your order or your purchase does not meet your expectations, please contact us at info@vanelume.com. Our team will review your request and work with you to find an appropriate resolution.
Return Eligibility
Return requests may be submitted within forty (40) days of the confirmed delivery date.
Eligible returns may include items that are:
- Defective
- Non-defective
- Damaged during manufacturing or production
To qualify for a return, the request must be submitted within the forty (40) day return period. Unless the return concerns a verified defect or production-related issue, products should be returned in their original condition.
How to Start a Return
After a return request has been reviewed and approved:
- Return instructions will be provided by email
- Approved returns will receive assistance with return shipping
- Products must be returned according to the provided instructions to ensure proper processing
Returns sent without prior approval may not be accepted or may experience processing delays.
Return Shipping
VaneLume covers return shipping costs for approved and eligible return requests.
Refund Processing
After the returned product has been received and inspected:
- Customers will be informed whether the refund request has been approved or declined
- Approved refunds are processed within seven (7) business days
- Refunds are issued to the original payment method used at checkout
Please note that your bank, credit-card provider, or payment processor may require additional processing time before the refunded amount becomes visible in your account.
Exchanges
Customers who would like to exchange an item for another available size, color, or option may contact our customer support team.
To qualify for an exchange:
- Products must be returned in their original condition
- Products should be unworn and unused unless the exchange concerns a confirmed defect
- Exchange requests must be submitted by email
Once an exchange has been approved, instructions will be provided. Shipping costs for approved exchanges are covered by VaneLume.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within three (3) days of delivery.
Where possible, please include photographs of both the product and its packaging so that we can review the issue. Approved requests may qualify for a replacement or another appropriate resolution.
Lost or Missing Shipments
If your package appears to be delayed or lost during transit, please contact us so that we can assist in reviewing its shipping status.
If tracking information indicates that a package has been delivered but you cannot locate it, please contact the shipping carrier using the supplied tracking information and follow the carrier’s claims procedure.
VaneLume reviews delivery concerns individually and will provide assistance where possible.
Customer Responsibility After Delivery
VaneLume is not responsible for damage occurring after delivery as a result of misuse, improper handling, accidental damage, neglect, or incorrect storage of the product.
Incorrect Shipping Information
Customers are responsible for checking and confirming that all shipping information entered during checkout is accurate and complete.
Orders delivered to an incorrect address because of information provided by the customer may not qualify for replacement, reimbursement, or refund.
Restocking Fees
VaneLume does not charge restocking fees for approved returns.
For More Information
If you have any questions regarding this policy, please contact us using the information below.
Business Name:
VaneLume
Operated by:
NT Digital
Business Hours:
Monday–Friday, 9:00 AM – 5:00 PM CET
Business Email:
info@vanelume.com
Business Phone Number:
+1 (571) 586-8957
Business Address:
Cessnalaan 50,
1119 NL Schiphol-Rijk,
The Netherlands