Refund policy
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 products, and cancellation procedures for purchases made through envilune.com.
1. Return Eligibility
Envilune accepts eligible 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 delivery.
If products from the same order are delivered separately, the applicable return period begins after delivery of the final item where required by applicable law.
To request a return, contact:
Please contact us before the return period expires and include your full name, order number, email address used during checkout, the product you wish to return, and a brief explanation of your request.
2. Product Condition
For non-defective returns, products should be returned in a condition suitable for resale.
The product should be:
Unused beyond what is reasonably necessary to inspect it;
Free from stains, scratches, damage, alterations, or other signs of excessive use;
Returned with its original packaging, protective materials, accessories, components, manuals, and labels where reasonably applicable;
Complete with all parts originally supplied;
Accompanied by the order number or another valid proof of purchase.
Products showing damage, excessive use, installation, alteration, staining, or missing components may be refused or subject to an appropriate reduction in refund where permitted by applicable law.
Products should be packed appropriately to help prevent damage during return transit.
3. Non-Returnable Products
The following products may not be eligible for return except where applicable law requires otherwise:
Personalised or custom-made products;
Sealed products 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 legally permitted.
Standard home décor, lighting, decorative accessories, soft furnishings, and home and living products are not automatically excluded from returns.
These exclusions do not limit customer rights regarding damaged, defective, incorrect, or non-conforming products.
4. Return Method
Returns are accepted by mail.
Envilune does not currently accept returns at a public retail store or public drop-off location.
Do not return any product without first receiving written instructions from Envilune.
Return addresses may vary depending on the product, fulfilment location, and customer destination.
Products sent to an unauthorised address may be delayed, rejected, or returned to the sender.
5. Return Labels
After a return request has been reviewed and approved, Envilune may provide a downloadable return label where this service is available.
Unless a product is damaged, defective, incorrect, materially inconsistent with its description, or applicable law requires otherwise, the customer is responsible for return shipping costs.
If Envilune provides a paid return label for a customer-responsibility return, the cost will be communicated before confirmation and may be deducted from the refund where legally permitted.
6. Return Shipping Costs
For non-defective returns, including returns caused by unsuitable dimensions, colour preference, style preference, change of mind, or another personal preference, the customer is responsible for the return shipping cost unless applicable law provides otherwise.
Where the customer independently arranges authorised return shipping, we recommend using a trackable shipping method and retaining proof of shipment until the return has been completed.
7. Damaged, Defective, Incorrect, or Non-Conforming Products
Please inspect your order after delivery.
If a product arrives damaged, defective, incorrect, materially different from its description or published measurements, or if an item is missing, contact:
Please include your order number, a description of the issue, clear photographs or videos of the product, and photographs of the packaging and shipping label where applicable.
If the issue is confirmed, Envilune will cover reasonable return shipping costs and provide an appropriate remedy in accordance with the circumstances and applicable law.
The remedy may include replacement, repair, price reduction, store credit, or refund where appropriate.
Customers should not pay for or arrange return shipping for a defective or incorrect product without first receiving written instructions from Envilune.
8. Exchanges
Envilune accepts exchange requests for eligible products within the applicable 14-day return period.
Exchanges are normally processed as a return followed by a new order.
For exchanges requested because of dimensions, colour, finish, style preference, or change of mind, the customer is responsible for applicable return shipping and replacement shipping costs unless otherwise required by law.
If an exchange is required because the original product was damaged, defective, incorrect, or materially inconsistent with its published information, Envilune will cover reasonable shipping costs.
Replacement products remain subject to availability.
9. No Restocking Fee
Envilune does not charge a restocking fee for eligible returns.
Return shipping costs, paid return labels, lawful loss-of-value deductions, or 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 the customer whether the refund has been approved.
Approved refunds are issued to the original payment method.
We aim to process an approved refund within 10 business days after the returned product has been received and inspected.
The time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer, payment provider, and local financial system.
11. Refund Amount
For an eligible return, the refundable amount generally includes the price paid for the returned product, less any authorised return label cost, lawful loss-of-value deduction, or other permitted deduction described in this policy.
For a valid statutory withdrawal in the European Union, Envilune will refund amounts required under applicable consumer law, including the cost of the least expensive standard delivery option where legally required.
Additional amounts paid for express or premium delivery may not be refundable beyond the equivalent standard delivery cost unless applicable law requires otherwise.
12. European Union Right of Withdrawal
If you are a consumer located in the European Union, you generally have a statutory right to withdraw from an eligible online purchase within 14 days after delivery, subject to applicable exclusions.
To exercise this right, email:
A clear statement informing us that you wish to withdraw from the contract is sufficient.
After notifying us, the product must normally be returned within the timeframe required by applicable law.
Unless the product is defective, damaged, incorrect, or non-conforming, the customer is generally responsible for the direct return shipping cost, subject to mandatory consumer rights.
13. Cancellations
To request an order cancellation, contact:
We begin processing orders shortly after they are placed and cannot guarantee cancellation after processing or fulfilment has started.
If cancellation is no longer possible, you may request an eligible return after delivery.
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 charges owed by the recipient, reasonable carrier, return, handling, or reshipping costs may be deducted from the refund where legally permitted.
Any applicable deduction will be communicated to the customer.
15. How to Start a Return
To request a return or exchange, email:
Include your full name, order number, email address used during checkout, the product concerned, reason for the request, and photographs or videos where reporting damage, defects, missing products, or incorrect products.
Wait for written approval and return instructions before mailing any 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 (UTC-3), excluding applicable public holidays.
Last updated: September 2026