Refund policy
Thank you for shopping with Envilune.
We want you to feel confident when choosing pieces made for comfort, rest, softness, and everyday ease. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, cancellations, and size-related return requests are handled for orders placed through our website.
1. Return Window
We accept return requests within 30 days of delivery, provided that the item meets the return conditions listed below.
If you are located in the European Union, European Economic Area, United Kingdom, or another jurisdiction where mandatory consumer withdrawal rights apply, this policy does not limit your legal rights. Customers in the European Union generally have the right to withdraw from an online purchase within 14 days of receiving the goods, unless a legal exception applies.
2. Return Conditions
To be eligible for a return, the item must be:
- Unworn, unused, unwashed, and undamaged;
- In its original condition;
- Returned with all original tags, labels, packaging, hygiene seals, garment bags, and protective materials, where applicable;
- Free from makeup, perfume, deodorant, body odor, pet hair, stains, marks, or signs of wear;
- Returned together with the order number or proof of purchase.
Envilune reserves the right to refuse returns that do not meet these conditions, unless refusal would be prohibited by applicable law.
3. Items That May Not Be Eligible for Return
For hygiene and quality-control reasons, the following items may not be eligible for return once opened, worn, used, washed, damaged, or unsealed, where permitted by applicable law:
- Intimate basics;
- Underwear or intimate garments;
- Socks;
- Slippers that show signs of wear;
- Hair accessories or soft accessories with hygiene seals removed;
- Items marked as final sale, unless defective or otherwise required by law;
- Gift cards;
- Personalized or custom-made items.
Where local consumer law gives you stronger rights, those rights will always apply.
4. Size Guide, Fit Responsibility & Size-Related Returns
Each Envilune product page includes, or may include, a size guide, garment measurements, fit notes, and product details to help customers choose the most suitable size before placing an order.
Customers are responsible for reviewing the size chart, product measurements, fit notes, and product description before completing a purchase. Because sizing may vary depending on fabric, cut, stretch, and style, we strongly recommend comparing the measurements provided on the product page with a similar garment you already own.
If you select the wrong size and wish to return or exchange the item, the request will be handled under this Return & Refund Policy.
Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for size-related return or exchange costs, including return shipping fees, reshipping fees, carrier fees, and applicable handling costs.
For exchanges due to customer-selected sizing, a size exchange fee may apply where permitted by applicable law. This fee may cover return processing, repackaging, handling, and/or reshipping costs.
Envilune is not responsible for incorrect size selection when accurate size information was made available before purchase. However, we are always happy to help customers choose the best size before ordering. If you are unsure about sizing, please contact us at support@envilune.com before placing your order.
5. EU Right of Withdrawal
If you are located in the European Union or another jurisdiction with a statutory cooling-off period, you may have the right to withdraw from your purchase within 14 days of receiving your order without providing a reason.
To exercise your right of withdrawal, please contact us at:
Please include:
- Your full name;
- Your order number;
- The email address used to place the order;
- The item(s) you wish to return;
- A clear statement that you wish to withdraw from the purchase.
You may use the withdrawal form below, but it is not mandatory:
Model Withdrawal Form
To: Envilune
Email: support@envilune.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: [Order Number]
Ordered on: [Date]
Received on: [Date]
Customer name: [Name]
Customer address: [Address]
Customer signature, if sent by post: [Signature]
Date: [Date]
6. Return Shipping Costs
Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for return shipping costs.
Original shipping fees are non-refundable unless required by applicable law or unless the return is due to our error.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items sent without tracking.
7. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive an item that is damaged, defective, incorrect, or missing, please contact us within 7 days of delivery at:
Please include:
- Your order number;
- A description of the issue;
- Clear photos or videos of the item, packaging, label, and defect;
- Any relevant delivery information.
If the issue is confirmed, we will offer an appropriate solution, which may include a replacement, exchange, store credit, partial refund, or full refund, depending on the situation and applicable law.
8. Exchanges
We currently handle exchanges by return and repurchase.
If you need a different size, color, or item, please request a return for the original item and place a new order for the desired product.
For size-related exchanges, return shipping, reshipping, and handling costs may be the customer’s responsibility, unless the item is defective, damaged, incorrect, or applicable law requires otherwise.
9. Refunds
Once your return is 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.
Please allow 5–10 business days for the refund to appear on your bank or card statement after it has been processed. Processing times may vary depending on your payment provider.
For EU customers exercising the statutory right of withdrawal, refunds will be processed in accordance with applicable consumer law. We may withhold the refund until we have received the returned goods or proof that the goods have been sent back, where permitted by law.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We cannot guarantee cancellation once an order has been processed, packed, or shipped.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
11. Refused Deliveries and Unclaimed Packages
If a package is refused, unclaimed, or returned to sender due to an incorrect address, failed delivery attempt, unpaid customs duties, or failure to collect the package, any refund may be reduced by shipping fees, return shipping fees, customs charges, carrier fees, or handling costs, where permitted by applicable law.
12. Final Sale Items
Items marked as “Final Sale” cannot be returned or exchanged unless they are defective, damaged, incorrect, or return rights are required by applicable law.
13. Contact Us
For return or refund questions, please contact:
Envilune Customer Care
Email: support@envilune.com