Refund policy

Last updated: February 20, 2026

At VOANA, your satisfaction matters to us. If something isn’t right, we’re here to help.

1. Return Eligibility

We accept returns within 30 days of delivery for orders purchased directly from VOANA.

To be eligible for a return:

  • The item must be unused and in the same condition you received it

  • The product must be in its original packaging

  • You must provide proof of purchase (order confirmation or receipt)

For hygiene and safety reasons, opened or used personal care products cannot be returned, unless the item arrived damaged, defective, or incorrect.

2. Damaged, Defective, or Incorrect Items (Free Returns)

If your order arrives:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery at support@getvoana.com and include:

  • Your order number

  • Clear photos of the product and packaging

If approved, VOANA will provide a free return label and offer either:

  • A replacement at no additional cost, or

  • A full refund to your original payment method

3. Standard Returns (Change of Mind)

If you wish to return an eligible unused item for any reason other than damage or defect:

  • You are responsible for return shipping costs

  • Original shipping charges are non-refundable (if applicable)

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds will be issued to your original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider

We recommend using a trackable shipping service, as VOANA is not responsible for lost return shipments.

4. Exchanges

We replace items only if they are defective or damaged.
For exchange requests, please contact support@getvoana.com.

5. Non-Returnable Items

The following items are non-returnable:

  • Opened or used personal care products

  • Gift cards

  • Items marked as “Final Sale”

6. International Orders

All international sales are final.

However, if your international order arrives damaged, defective, or incorrect, please contact us within 48 hours at support@getvoana.com with your order number and photos. If approved, we will provide a replacement or refund at no additional cost.

7. Order Cancellations

Orders may be cancelled within 12 hours of purchase.
After this period, orders may already be processed or shipped and cannot be cancelled.

8. Chargebacks & Disputes

If you experience any issue with your order, please contact us at support@getvoana.com before initiating a chargeback. We are committed to resolving concerns quickly and fairly.