Returns and refunds

Last updated: 19 September 2026

This Returns and Refunds Policy applies to every Vloena order. The seller is Semghouli Global LLC, 75 E 3rd St Ste 7, Sheridan, WY 82801, United States, trading as Vloena. Returns inbox: care@vloena.com. General: hello@vloena.com.

This page is intended to meet Google Merchant Center returns requirements: whether we accept returns, how to start a return, the return window, who pays return postage, restocking fees (none), when you are refunded, the refund method, what cannot be returned, and which countries this policy covers. Nothing here removes rights you have under US state law or, for UK customers, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Quick facts (read this first)

Topic	What we do
Do we accept returns?	Yes, for US and UK orders, as set out below.
How to start	Email care@vloena.com first. Do not post until we send the address.
Return window (US)	30 days from the delivery scan to email us (unworn, tags on, change of mind / size)
Return window (UK extra)	14 days from receipt to cancel unused goods (Consumer Contracts Regulations), plus CRA rights for faulty goods
Who pays return postage (change of mind / size)	You, unless we say otherwise in writing
Who pays return postage (defect / damage / not as described)	We pay (prepaid label where we can, or we refund reasonable tracked postage)
Restocking fee	None
Refund method	Original payment method only
Refund timing	Within 10 business days of our receipt of the piece (UK 14-day cancellations: within 14 days of receipt or of proof of sending, as the Regulations require)
Return address	Emailed after you write. Sheridan is not a drop-off unless we say so for that order.
Exchanges	Return, then reorder. Defective same-SKU replacements we can ship without a new payment, subject to stock.

1. How to start a return (required first step)

Email care@vloena.com from the address on the order.
Include: order number, the piece and size, and whether this is a change of mind, wrong size, defective, damaged, or not as described. Attach photos for damage or defect.
We reply within two business days with a packing note and the postal address to use.
Do not post anything until we send that address. The Sheridan office is our legal address, not a returns warehouse. Posting to Sheridan without our instruction can delay or lose the parcel.

We do not accept returns dropped at a store. We do not have a public walk-in counter. We do not use Amazon returns barcodes or “return to any locker” unless we email that option for a specific order.

2. Countries this policy covers

This policy covers orders we shipped to the United States and the United Kingdom. We do not ship elsewhere; if we ever refund an order we could not ship, that is a cancellation, not a return of goods.

3. Return window

United States

You have 30 days from the delivery scan to email us and start the return. The piece must be unworn, unwashed, with original tags attached, in a condition we can sell again, unless the return is for defect, damage, or not as described.

United Kingdom — cancellation right (unused goods)

In addition to the 30-day unworn house window, you have 14 days from the day you receive the goods to cancel a distance contract under the Consumer Contracts Regulations, for unused goods. You then have a further 14 days to send the goods back once you have told us. That statutory right is in addition to the 30-day house window. If the 14-day cancellation and the 30-day window overlap, you may use whichever is more favourable.

United Kingdom — faulty goods

If a piece is faulty, not as described, or not fit for purpose, your rights under the Consumer Rights Act 2015 apply (including a 30-day short-term rejection right for goods that do not conform, and later repair/replacement/price reduction rules). Those rights are not limited to “unworn with tags.”

US state law

If your state gives you a longer or stronger right for a particular kind of defect, that law applies to that claim. This policy does not waive non-waivable consumer rights.

4. Who pays return postage

Change of mind, unworn, wrong size you chose: you pay return postage to the address we give you. We do not provide a prepaid label for change-of-mind returns unless we say so in writing for a specific order.
Defective, damaged in transit, missing parts, or not as described: we pay. We will send a prepaid label where we can, or refund reasonable return postage against a receipt after we receive the piece. Use a tracked service.
UK 14-day cancellation of unused goods: you pay the direct cost of returning the goods, unless we have agreed otherwise or the goods are faulty / not as described.

Original outbound shipping is refunded only if: the piece was defective, damaged, or not as described; or a UK customer cancels the whole unused order under the 14-day cancellation right (we may deduct the cost of outbound delivery if you chose a delivery method more expensive than our standard method — our standard method is the only method we currently offer).

We do not refund return postage for change-of-mind or “I ordered the wrong size” returns.

5. Restocking fees

None. We do not charge a restocking fee. We may refuse a refund (or refund only in part) if a change-of-mind return arrives worn, washed, stained, or without tags, as set out below. That is not a restocking fee; it is a reduction for goods we cannot resell as new.

6. Condition of returned goods

Change-of-mind and size returns must be unworn, unwashed, odour-free, with tags on, in the original packaging if we sent any. Try on over clean clothes. Weatherwear that has been used in rain, mud, or playground wear cannot be returned as new.

If a change-of-mind return arrives in a condition we cannot resell, we will photograph it, explain, and either send it back to you (you pay postage) or refund a reduced amount that reflects the condition. Defective returns are not held to the “unworn” standard.

7. What cannot be returned (change of mind)

Pieces washed, worn outdoors, or with tags removed (except defect claims).
Underwear or swimwear if we ever sell it and the hygiene seal is broken (we do not currently list these; this line is for completeness).
Custom or made-to-order pieces if a product page says they cannot be returned, except where law requires otherwise (faulty goods).
Gift cards.
Items returned after the window without a legal right that still applies.

We do not currently run “final sale” on the catalogue. If a future product page says final sale, that page will say so clearly before checkout; even then, UK CRA and US defect rights still apply to faulty goods.

8. Refunds — method, amount, and timing

Refunds go to the original payment method only. We do not refund to a different card, PayPal account you did not use, or as store credit unless you ask and we agree in writing.

We inspect returns after they arrive. Refunds are issued within 10 business days of our receipt of the piece (often sooner). Card brands and PayPal may take extra days to show the credit on your statement.

UK 14-day cancellations: we refund without undue delay and within 14 days of the day we receive the goods back, or of the day you provide evidence of having sent them, whichever is earlier, as the Regulations require.

The refund amount is: merchandise returned, plus outbound shipping only when section 4 says so, minus nothing for restocking, minus a condition reduction only if section 6 applies.

9. Partial returns and multiple items

You may return some lines and keep others. Free-shipping qualification is not clawed back after a partial return unless the remaining merchandise would not have qualified and we are required by a promotion’s written rules to do so — we currently do not claw back free shipping on a partial change-of-mind return.

10. Exchanges

We do not run a parallel exchange SKU. Return the first piece under this policy, then place a new order for the size you need. If the original piece was defective, we can ship a replacement of the same SKU without a new payment, subject to stock.

11. Gifts

The buyer (the person who paid) must start the return unless they email us to authorise the recipient. Refunds still go to the original payment method. We do not offer gift receipts that refund a different person unless we agree in writing.

12. How refunds appear

You will receive an email when the refund is sent. Keep it. If the credit does not show after 10 business days from that email, write to care@vloena.com with a screenshot of the statement window.

13. Lost return parcels

Use a tracked service. Until we scan the return in, risk of loss on a change-of-mind return sits with you. Keep the receipt. For defect returns we asked you to send, tell us immediately if tracking stalls — we treat those as our risk once you have followed our instructions.

14. Chargebacks

Please write to us before filing a chargeback. We will follow this policy. A chargeback for “item not received” while tracking shows delivered will be answered with carrier proof; a chargeback for “not as described” should include photos. We still honour valid defect and non-delivery claims under this policy.

15. Google Shopping and ads

Return facts in Merchant Center (window, who pays postage, restocking) must match this page. Landing pages linked from Shopping ads must not promise a different returns deal (for example “free returns” or “60 days”) unless this page is updated first.

16. Contact

care@vloena.com · hello@vloena.com
Semghouli Global LLC, 75 E 3rd St Ste 7, Sheridan, WY 82801, United States.

Related: Shipping · Contact · Terms of service.