Refund and Return Policy

Thank you for shopping with Envilune. This policy explains our return period, product condition requirements, return shipping costs, exchanges, refunds, damaged items, and cancellation procedures for purchases made through envilune.com.

1. Return Eligibility

Envilune accepts returns for both defective and non-defective products, subject to the conditions described in this policy.

You may request a return within 14 calendar days after the day your order is delivered.

If products from the same order are delivered separately, the return period begins on the day after the final item is delivered.

To request a return, contact us at support@envilune.com before the 14-day return period expires.

Please include your full name, order number, the email address used during checkout, the product you wish to return, and a brief description of the reason for the request.

2. Product Condition

We accept returns of new products only.

To qualify for a return, the product must be:

• Unworn beyond a reasonable fitting;
• Unused, unwashed, and undamaged;
• Returned with its original tags, labels, packaging, garment bags, hygiene seals, and protective materials, where applicable;
• Free from makeup, perfume, deodorant, body odor, pet hair, stains, marks, or other signs of use;
• Accompanied by the order number or another valid proof of purchase.

Products that show signs of use, washing, damage, alteration, contamination, or excessive handling may be refused or may have their refund reduced where permitted by applicable law.

Slippers must only have been tried on indoors and must show no signs of wear on the soles or upper material.

3. Non-Returnable Products

The following products may not be eligible for return, except where applicable law requires otherwise:

• Personalized or custom-made products;
• Sealed goods that are unsuitable for return for health or hygiene reasons after the seal has been removed;
• Gift cards or digital products;
• Products clearly identified as final sale where excluding returns is legally permitted.

Sleepwear, loungewear, robes, cardigans, and slippers are not automatically excluded from returns. They may be returned when they satisfy the eligibility and condition requirements described above.

These exclusions do not limit the customer’s rights regarding defective, damaged, incorrect, or non-conforming products.

4. Return Method

Returns are accepted by mail only.

Envilune does not currently accept returns at a physical retail store or public drop-off location.

Do not send a product to our business or contact address without receiving written return authorization and instructions from Envilune.

Return addresses may vary according to the product, fulfillment location, and customer destination. Products sent to an unauthorized address may be delayed, rejected, or returned to the sender.

5. Return Label

After your return request is reviewed and approved, Envilune may provide a return label electronically for you to download and print, where this service is available.

Unless the product is defective, damaged, incorrect, materially different from its description, or applicable law requires otherwise, the customer is responsible for the return label and return shipping cost.

If Envilune provides a paid return label for a customer-responsibility return, the label cost will be communicated before the return is confirmed and may be deducted from the refund.

Customers must not arrange or send a return before receiving our written instructions.

6. Return Shipping Costs

For non-defective returns, including returns caused by an unsuitable size, color preference, change of mind, or other personal preference, the customer is responsible for the actual return shipping cost.

The original shipping cost is generally non-refundable, except where applicable consumer law requires otherwise.

If the customer chooses to arrange return shipping independently after receiving authorization, we recommend using a trackable service and retaining proof of shipment until the return is completed.

Envilune is not responsible for unauthorized returns or returned packages lost because a non-trackable shipping service was selected by the customer.

7. Damaged, Defective, Incorrect, or Non-Conforming Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, materially different from its description or published measurements, or if an item is missing, contact support@envilune.com as soon as reasonably possible.

Please include:

• Your order number;
• A description of the issue;
• Clear photographs or videos of the product;
• Photographs of the packaging and shipping label, where applicable.

If the issue is confirmed, Envilune will cover the reasonable return shipping cost and provide an appropriate remedy. Depending on the circumstances and applicable law, this may include a replacement, repair, price reduction, store credit, or refund.

Customers should not pay for or arrange return shipping for a defective or incorrect product without first receiving written authorization from Envilune.

8. Exchanges

Envilune accepts exchange requests for eligible products within the 14-day return period.

Exchanges are normally processed as a return followed by a new order. This helps ensure that the requested size, color, or replacement product remains available.

For exchanges requested because of size, color, fit preference, or change of mind, the customer is responsible for the return shipping cost and any shipping cost associated with the replacement order.

If an exchange is required because the original product was defective, damaged, incorrect, or materially inconsistent with its published information, Envilune will cover the reasonable shipping costs.

Replacement products remain subject to availability. We cannot guarantee that the requested size, color, or product will remain in stock while the original item is being returned.

9. No Restocking Fee

Envilune does not charge a restocking fee for eligible returns.

Return shipping costs, return label costs, deductions for loss of product value, and costs caused by an incorrect address or failed delivery are not considered restocking fees.

10. Refunds

After the returned product is received, Envilune will inspect it and notify you whether the refund has been approved or declined.

Approved refunds are issued to the original payment method.

We aim to process an approved refund within 10 business days after the returned product is received and inspected.

Depending on your bank, card issuer, payment provider, and local financial system, the time required for the refund to appear in your account may vary.

If more than 10 business days have passed after we confirmed that your refund was issued, please contact your bank or payment provider first. You may then contact us at support@envilune.com for further assistance.

11. Refund Amount

For an eligible return, the refundable amount generally includes the price paid for the returned product, less any authorized return label cost, loss-of-value deduction, or other lawful deduction described in this policy.

For a valid statutory withdrawal in the European Union, Envilune will refund the product price and the cost of the least expensive standard delivery method offered for the order, as required by applicable law.

Any additional amount paid for express, premium, or upgraded shipping is not refundable beyond the equivalent cost of standard shipping, unless applicable law requires otherwise.

We may withhold a refund until we receive the returned product or reliable evidence that it has been shipped, whichever occurs first, where permitted by law.

12. European Union Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days after delivery without providing a reason.

To exercise this right, send a clear withdrawal statement to support@envilune.com before the withdrawal period expires.

You may use the following wording, although it is not mandatory:

I hereby give notice that I withdraw from my contract of sale for the following goods: [product]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name and address: [details]. Date: [date].

After notifying us, the product must normally be sent back within 14 days.

Unless the product is defective, damaged, incorrect, or non-conforming, the customer is responsible for the direct return shipping cost, subject to any mandatory rights under applicable law.

13. Cancellations

To request an order cancellation, contact support@envilune.com as soon as possible.

We begin processing orders shortly after they are placed and cannot guarantee cancellation once processing or fulfillment has started.

If cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

14. Refused, Unclaimed, or Undeliverable Packages

If a package is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, unsuccessful delivery attempts, or unpaid customs or import charges, reasonable carrier, return, handling, or reshipping costs may be deducted from the refund where permitted by law.

Any applicable deduction will be communicated to the customer.

15. How to Start a Return

To request a return or exchange, email:

support@envilune.com

Please include:

• Your full name;
• Your order number;
• The email address used during checkout;
• The product you wish to return;
• The reason for the return;
• Photographs or videos when reporting damage, defects, or incorrect products.

Wait for written approval, the correct return address, and any applicable downloadable return label before mailing the product.

16. Contact Information

Envilune Customer Care

Email: support@envilune.com

Business hours: Monday to Friday, 9:00 AM to 6:00 PM, Brasília Time, excluding applicable public holidays.

Last updated: July 19, 2026.