Refund policy

Last updated: 21 June 2026

1. Policy Overview

At Vionara, we are committed to making the return and refund process as simple, transparent and fair as possible. Below you will find the terms and procedures applicable to returns.

2. Return Period

2.1 30-Day Return Period

Subject to applicable law, you have 30 days from the date you receive your order to return a product without having to provide a reason.

2.2 Cancelling or Returning an Order

If you would like to cancel an order or submit a return request, please complete our cancellation or return form.

Our customer service team will review your request and contact you within 24 hours on business days.

Submitting the form does not guarantee that your order can still be cancelled. If your order has already been processed or shipped, your request will be handled as a return in accordance with this policy.

3. Return Procedure

3.1 Return Request

Before returning an item, please contact us at support@vionara.com, stating your order number and, if you wish, the reason for the return.

Please do not return your order without contacting us first. Returns sent without prior authorisation may not be accepted or refunded.

3.2 Return Instructions and Address

Once your request has been reviewed, we will provide you with the appropriate return instructions and return address by email.

The return address may vary depending on the product, delivery country and available return centre. Some returns may need to be sent to one of our international return centres.

3.3 Packaging and Shipping

Please package the item carefully in its original packaging, with all labels and accessories intact.

4. Return Costs

4.1 Damaged, Defective, Incorrect or Misdescribed Products

Returns resulting from an error on our part, such as a damaged, incorrect or misdescribed product, are fully covered by us. We will provide a prepaid return label.

4.2 Other Returns

Return shipping costs are the customer’s responsibility when the return is due to a change of mind, an incorrect size selection or another reason unrelated to a product defect.

5. Return Conditions

  • Products must be new, unused and returned in their original packaging.
  • Items returned incomplete, damaged or soiled by the customer may not be accepted.
  • Returns must be reported and shipped within 30 days of receiving the order.

6. Refunds

6.1 Refund Processing Time

Once the returned product has been received and inspected, we will issue the refund within 7 business days.
You will receive a confirmation email once the refund has been processed.

6.2 Refund Method

The refund will be issued to the same payment method used for the original order.

6.3 Refunds for Defective Products

For defective, damaged or misdescribed products, a refund will be issued after the issue has been verified.

7. Exchanges

We do not currently offer direct exchanges. If you would like a different item, colour or size, please return the original item in accordance with this policy and place a new order.

8. Products Not Eligible for Return

Returns are not accepted for:

  • Personalised or custom-made products
  • Hygiene products, such as underwear or socks, that have been opened or used

9. Your Rights

This Return Policy does not affect any legal rights you may have under the applicable laws of your country of residence, including the Netherlands, France, Spain, Canada, the United States and the United Kingdom.

10. Vionara Contact Details

Do you have any questions? Our customer service team is available to assist you:

Important: Our registered business address is not necessarily our return address. Please do not send returns to this address unless our customer service team has confirmed it in writing.

Customer Service Opening Hours

  • Monday to Friday: 9:00 am – 5:00 pm
  • Saturday: 10:00 am – 4:00 pm
  • Sunday: Closed

We aim to respond to all enquiries within 24 hours on business days.