Refund policy

(Last updated: December 2025)

Voglana (Lavivue OÜ)
Sepapaja tn 6, Harju Maakond, Lasnamäe linnaosa,
15551 Tallinn, Estonia

Email: info@voglana.com
Phone: +372 59 363 474

1. Return Window and General Conditions

At Voglana, customer satisfaction is a priority.
Unless stated otherwise, all orders are prepared within 1–3 business days.

For detailed delivery timelines, please refer to our Shipping Policy.

You may return or request a refund within 30 days from the delivery date.

Note: Under the EU Consumer Rights Directive, consumers have a minimum 14-day withdrawal right. Voglana voluntarily extends this period to 30 days for all customers, including those in the United States.

To be eligible for a return, the item must:

• Be unused, unassembled, and in its original packaging,
• Include all parts, accessories, and documentation.

Products that show signs of use, damage, or missing components will not be accepted.

Before returning an item, please contact us at info@voglana.com to receive your Return Instructions. Returns sent without contacting us first may not be accepted.

2. Return Shipping Costs

Return shipping costs are the responsibility of the customer.

If a verified manufacturing defect or shipping damage is reported within 7 days of delivery, Voglana will cover return shipping or provide an alternative solution according to regional consumer protection laws.

3. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If the package appears damaged, please take photos of the condition and contact us immediately.

If the delivered product is incorrect, damaged, or defective:

• Notify us within a reasonable time,
• Provide photos of the issue. 

Replacements for defective items will be processed within 3 business days.

4. Exchange Policy

Once your returned item is received and inspected:

• If approved, a replacement will be shipped,
• If issues are found (damage, missing parts), repair or additional fees may apply.

For preference-based exchanges (color, size, style), all shipping costs are borne by the customer.

5. Personalized or Made-to-Order Products

Customized or made-to-order items cannot be returned, except in cases of verified manufacturing defects.

If production has not yet begun, cancellation requests will be prioritized and handled immediately.

In accordance with EU Directive 2011/83/EU and global consumer protection principles, the right of withdrawal does not apply to personalized items.

6. Refund Process

Once your return arrives at our facility, it will be inspected within 3 business days.

After approval:

• Refunds are issued to the original payment method (Credit Card, PayPal, Stripe/Shopify Payments, Klarna),
• Depending on your bank, refunds may take 3–10 business days to appear.

All refunds are completed within 14 days after approval.

7. Order Cancellation

You may request an order cancellation before production or shipping has begun.
Orders containing personalized items can only be canceled if production has not started.

8. Non-Returnable Items

The following cannot be returned:

• Personalized or custom-made clocks,
• Used or assembled products,
• Products with damaged or missing original packaging,
• Gift cards.

9. Import Duties & Taxes

Prices on our website exclude VAT and local taxes.

For customers in the United States, orders are shipped from our facility in Turkey on a DAP (Delivered At Place) basis. This means:

• Any U.S. import duties, taxes, customs clearance or handling fees are not included in the price you pay to Voglana at checkout.
• These possible charges may be collected separately by U.S. Customs and Border Protection or the delivery carrier and are always the responsibility of the customer.

For more details, please refer to our Shipping Policy.

10. Return Address & Contact Information

For any return, exchange, or cancellation request, please contact us first to receive your Return Instructions.

Company Identity (Legal and Billing)
Legal Entity: Lavivue OÜ (trading as "Voglana")
Registration: Registered in Estonia
Email: info@voglana.com
Phone: +372 59 363 474

Return and Warehouse Facility (Operational Address)
Voglana’s legal entity is registered in Estonia (Lavivue OÜ). All returns are handled by our operational facility located in Turkey.

Address: Yeni Mh. Uludağ Cd. No: 1 B blok D: 1, 16400 İnegöl/Bursa, Turkey

Voglana commits to responding to all refund or cancellation inquiries within 3 business days.

All procedures comply with EU Consumer Rights Directive (2011/83/EU),
the Estonian Consumer Protection Act,
and internationally recognized consumer protection principles.

11. Policy Updates

Voglana reserves the right to update this policy when necessary.
The latest version becomes effective immediately upon publication on our website.

12. Dispute Resolution and Jurisdiction

This policy is governed by the laws of the Republic of Estonia,
as well as applicable EU and international consumer protection regulations.

EU customers may submit disputes to their national ADR (Alternative Dispute Resolution) body.

For Estonia, the competent authority is:

Tarbijavaidluste komisjon (Consumer Disputes Committee)
Endla 10A, 10122 Tallinn, Estonia
https://ttja.ee/en/consumer-disputes-committee