Refund policy
Refund Policy
At MAR BEN Global, trading as Veluni, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
60-Day Money-Back Guarantee
We offer a 60-Day Money-Back Guarantee on eligible Veluni™ Toilet Training Pants purchases.
If you are not satisfied with your order, you may request a return within 60 days of receiving your package.
To begin a return, please contact us at:
Please include:
- Your full name
- Your order number
- The reason for your return
Our customer support team will guide you through the return process.
Return Conditions
To be eligible for a refund:
- The return request must be submitted within 60 days of delivery.
- The items must be returned in reasonable condition.
- Due to hygiene considerations, worn, washed or soiled training pants may not be eligible for return unless they are damaged, defective or incorrect.
- All included promotional gifts and bundle items should be returned whenever possible.
- Products showing excessive damage caused by misuse may not qualify for a refund.
Bundle and Promotional Orders
If your order was purchased as part of a bundle, all products included in that bundle must normally be returned together to receive a full refund.
If only part of the bundle is returned, the refund may be adjusted to reflect the regular price of the products kept by the customer.
Any free promotional gifts should also be returned whenever possible.
Return Shipping
Unless the product arrives damaged, defective or incorrect, customers are responsible for return shipping costs.
We strongly recommend using a tracked shipping service, as we cannot guarantee receipt of returns sent without tracking.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective or you receive the wrong item, please contact us within 7 days of delivery.
Email:
Please include clear photos of:
- The product
- The packaging
- The shipping label
Once reviewed, we will arrange an appropriate replacement or refund as quickly as possible.
Refund Processing
Once your returned items have been received and inspected, we will notify you by email.
If your refund is approved, it will be issued to your original payment method.
Please allow:
- 3–5 business days for us to process the refund
- Additional processing time depending on your bank or payment provider
Original shipping charges, where applicable, are generally non-refundable unless the order arrived damaged, defective or incorrect.
Order Cancellation
Orders may be cancelled before they have entered processing or fulfilment.
Once an order has entered fulfilment or has been shipped, cancellation may no longer be possible. In that case, the standard return process will apply after delivery.
Exchanges
We currently do not offer direct exchanges.
To order a different size, design or quantity, please place a new order after your refund has been processed.
Non-Returnable Items
Returns may not be accepted for:
- Worn, washed or soiled training pants, unless defective
- Products intentionally damaged
- Products modified after delivery
- Products showing excessive misuse
- Incomplete bundle returns where required items are missing
- Returns lost in transit without tracking
- Return requests submitted more than 60 days after delivery
Your Consumer Rights
Nothing in this policy excludes or limits any rights you may have under applicable consumer law.
Contact
MAR BEN Global
Trading as Veluni
Wintergarden Food Court
1 O’Connell Street
Sydney NSW 2000
Australia
Email: hello@shopveluni.com