Refund policy

Last updated: August 31, 2026

At Tavelluna, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible for a standard return, your item must be:

Unused, unworn, and in its original condition
In its original packaging where applicable
Complete with all accessories, tags, manuals, or included components
Accompanied by your order number or proof of purchase

To start a return, contact us at contact@tavelluna.com

Please do not send your order back to the address shown on the original package. We will provide the correct return instructions and address after your request has been approved.

Returns sent without prior authorization may not be accepted.

Return Shipping

For standard returns or change-of-mind purchases, return shipping costs are the customer's responsibility.

We recommend using a trackable shipping method, as Tavelluna cannot be responsible for return packages that are lost or damaged in transit.

If an item is confirmed to be damaged, defective, incomplete, or incorrectly supplied, Tavelluna will cover reasonable return shipping costs if we require the item to be returned.

In many cases, damaged or defective products will not need to be physically returned.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is:

Damaged
Defective
Incomplete
Different from what you ordered

please contact us within 30 days of delivery.

Include:

Your order number
A brief description of the issue
Clear photographs of the item
Photos of the packaging and shipping label where relevant
A short video if necessary to demonstrate the problem

Please keep the product and packaging until your claim has been reviewed.

Once the issue has been confirmed, we may offer:

A replacement
A full refund
A partial refund
A replacement part or accessory

Please do not return the item until we provide instructions.

Change of Mind

Changed your mind? Eligible unused products may be returned within 30 days of delivery.

For change-of-mind returns:

The customer is responsible for return shipping
Any original shipping charge paid by the customer is non-refundable for change-of-mind returns.
The item must meet the return conditions above
The refund will be issued after the returned item has been received and approved

Because some products may be fulfilled internationally, return shipping costs can vary. Please contact us before arranging your return.

Wrong Size, Color or Variation

If you ordered the wrong size, color, model, quantity, or product variation, the return will normally be treated as a change-of-mind return.

If we send you a different item or variation from the one you ordered, we will treat this as an incorrect-item claim and resolve it at no additional cost to you.

Exchanges

We do not currently offer direct exchanges for all products.

If you would like another size, color, or variation, the quickest option is usually to return the eligible item and place a new order.

If we sent you the wrong or defective product, please contact us before placing another order.

Non-Returnable Items

Certain products cannot normally be returned for change-of-mind reasons, including:

Personalized or custom-made products
Gift cards
Products specifically marked Final Sale
Used, worn, washed, altered, or customer-damaged items
Opened beauty, personal-care, hygiene, or other hygiene-sensitive products
Products missing important components or accessories

Sale items are returnable unless they are specifically marked Final Sale.

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied, or where applicable consumer law provides additional protection.

Order Cancellations

If you need to cancel or change an order, contact us at contact@tavelluna.com as soon as possible.

We will do our best to help, but we cannot guarantee cancellation once an order has entered processing or fulfillment.

Once an order has shipped, it can no longer be canceled and must instead be handled under our return policy.

Lost or Missing Orders

If your order is significantly delayed or appears to be lost in transit, please contact us.

If a shipment is confirmed as lost, we may provide a:

Replacement, or
Refund

If tracking shows Delivered but you cannot locate the package, please first check around your property, with household members or neighbors, and with your local delivery carrier.

If you still cannot locate it, contact us and we will help investigate.

Incorrect Address or Unclaimed Delivery

Customers are responsible for providing a complete and accurate shipping address.

We cannot guarantee a refund or free replacement if a package cannot be delivered because:

An incorrect or incomplete address was provided
Delivery was refused
The package was not collected
Required customs procedures were not completed
The carrier was unable to reach the recipient due to incorrect information

If you notice an address error, contact us as soon as possible. Address changes cannot be guaranteed once an order has entered processing or shipped.

Refunds

Once your refund has been approved, it will be issued to your original payment method.

Please allow up to 7 business days for Tavelluna to process the refund.

Your bank, credit-card issuer, or payment provider may require additional time before the funds appear in your account.

For change-of-mind returns, the original $5 shipping fee is non-refundable.

If the refund is due to a confirmed damaged, defective, incorrect, or incomplete item, we will provide the appropriate refund or replacement without charging you for the problem.