Refund policy

Returns

We want your pet to actually settle into the mat. If it is not right, you have 30 days from the day your order is delivered to request a return. To be eligible, the item must be unwashed, undamaged and in the condition you received it, with any original packaging where possible.

How to start a return

Email support@vanelune.com with your order number and a short note about the problem. We reply with return instructions within 1-2 business days. Please do not send anything back before you hear from us, as returns sent without instructions cannot be processed.

Return shipping

If the item arrived damaged or defective, or we sent the wrong item, we cover return shipping and there is nothing for you to pay. For change-of-mind returns, return shipping is the customer's responsibility.

Refunds

Once your return is received and inspected we will email you to confirm. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank or card issuer it can take a few extra days to appear on your statement. Original shipping charges, where any were paid, are not refunded on change-of-mind returns.

Damaged or incorrect items

Please check your order when it arrives. If anything is damaged, defective or not what you ordered, email support@vanelune.com within 7 days of delivery with a photo and we will replace it or refund you in full.

Exchanges

The fastest way to change size or colour is to return the original item for a refund and place a new order.

Changes and cancellations

Orders can be changed or cancelled before they ship. Email us as soon as possible and we will do our best. Once an order has shipped it has to be handled as a return.

Questions

Email support@vanelune.com and a real person will get back to you.