Veluna Music Group

Withdrawal Policy

Veluna Music Group
Effective Date: 16. 05. 2026

At Veluna Music Group, we want you to shop with confidence. This Withdrawal Policy explains your right to cancel or return purchases in accordance with European Union consumer protection laws.


1. Right of Withdrawal

If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after:

  • The day you receive your order, or
  • The day a third party designated by you (other than the carrier) receives the goods

To exercise your right of withdrawal, you must notify us clearly before the withdrawal period expires.


2. How to Request a Withdrawal

To request a withdrawal or return, please contact us using the following information:

Email: [email protected]

Please include:

  • Full name
  • Order number
  • Date of purchase
  • Products you wish to return
  • Reason for return (optional)

You may use the model withdrawal form below, but it is not mandatory.


3. Effects of Withdrawal

If you withdraw from your purchase:

  • We will refund all payments received for the returned products
  • Refunds include standard delivery costs where legally required
  • Refunds will be processed within 14 days after we receive the returned goods or proof of return shipment

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.


4. Return Conditions

Returned items must:

  • Be unused and in resalable condition
  • Include original packaging where possible
  • Be returned securely packaged to avoid damage

Customers are responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods.


5. Return Shipping Costs

Unless the item is defective, damaged, or incorrect:

  • Customers are responsible for return shipping costs
  • Shipping fees are non-refundable except where required by law

We recommend using a tracked shipping method, as Veluna Music Group is not responsible for lost return shipments.


6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made or personalized products
  • Sealed hygiene-sensitive items once opened
  • Digital downloads or digital content once access has begun
  • Products damaged through misuse or improper handling
  • Gift cards or downloadable media where applicable


7. Damaged or Faulty Products

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Include:

  • Your order number
  • Clear photos of the issue
  • Description of the problem

We will assess the issue and provide a replacement, refund, or other appropriate resolution.


8. Late or Missing Refunds

If you have not yet received your refund:

  1. Check your bank account again
  2. Contact your payment provider or bank
  3. Allow several business days for processing

If you still have not received your refund, contact us at [email protected]


9. Model Withdrawal Form

You may copy and use the following form if you wish to withdraw from your purchase:


To: Veluna Music Group
Email:  [email protected] 

I hereby give notice that I withdraw from my contract of sale for the following goods:

  • Order Number:
  • Product(s):
  • Ordered on:
  • Received on:
  • Customer Name:
  • Customer Address:
  • Signature (only if submitted on paper):
  • Date:


10. Contact Information

For all withdrawal and return inquiries:

Veluna Music Group
Email: [email protected]