Terrible return policy
My wife had seen a bag on Facebook that was on the velunarae.com website. The bag was £39 with free delivery. The website looks professional enough and the bag did arrive from China about 8-10 days later. As soon as the bag arrived it was clear that the bag would not suit its purpose as the overall dimensions were smaller than we thought so couldn’t take an iPad, the intention of buying this bag was to use as a travel hand bag for iPad, kindle, phone and purse etc… Given the price we thought best to arrange a return so I started the process with an email to velunarae customer service. I am UK based but not 100% certain where veluna are the replies were received 4-5am UK time. Anyway the return/refund policy is a challenge, I admit the policy is on the website that buyer pays for return but no return address or cost is shown. I had several emails, veluna first asked for photos in first email then gave a choice of partial refund, or return at my cost with a full refund in second email, I asked where I return package to or can they quote a cost to return, they didn’t share the international warehouse location but did quote £25-£65 based on customer feedback. In the meantime I tried to find out who are veluna and who owns it, nothing comes up but the bag did on Amazon for less that half of what I paid for on the website, had other back and forth emails, and as they never told me where to return the bag, I agreed a 50% refund and kept bag. So in summary the bag did arrive, it wasn’t suitable but to return is a challenge and would cost more than the original purchase so customer ends up losing money regardless. Veluna are part of LAA brands pty ltd. There seem to be many companies under that umbrella and seems negative customer feedback is a trend. I would recommend avoiding this company or buying via Amazon where the return policy is more client friendly.