Refund policy
Voglana (Lavivue OÜ)
Sepapaja tn 6, Harju Maakond, Lasnamäe linnaosa, Tallinn 15551 Estonia
E-mail: info@voglana.com
Phone: +372 59 363 474
Last updated: January 2026
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.
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.
Because your clock ships directly from our workshop in Turkey, your order is considered an international import. All orders are shipped on a DAP (Delivered At Place) basis. This means:
- Voglana covers the cost of shipping to your address
- Any import duties, taxes, customs clearance, or handling fees are not included in the price you pay at checkout
- These charges may be collected separately by your country's customs authority or the delivery carrier and are the responsibility of the customer
Estimated Import Charges by Destination
| Destination | Estimated Charges |
|---|---|
| United States / Canada | Approximately 10–20% of product value |
| United Kingdom | Approximately 20–25% of product value |
| European Union | Approximately 20–25% of product value |
| Other countries | Varies by destination |
For more details, please refer to our Shipping Policy.
Import Duties & Taxes on Returns
Important: Any import duties, taxes, or customs fees you paid upon delivery were collected by your country's customs authority—not by Voglana.
Voglana cannot refund these charges.
If you return a product:
| Refundable by Voglana | Not Refundable by Voglana |
|---|---|
| ✓ Product price | ✗ Import duties paid to customs |
| ✓ Original shipping (defect/damage cases) | ✗ Taxes paid to customs |
| ✗ Customs processing fees |
You may be able to claim a duty refund directly from your country's customs authority (e.g., U.S. Customs Duty Drawback program, UK/EU Returned Goods Relief). Please note that these processes vary by country and can take several months.
Tip: When shipping your return, mark the package as "Returned Goods" on the customs declaration to potentially avoid additional duties on the return shipment.
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 | Republic of Estonia |
| 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.
For EU Customers
You may submit disputes to your national ADR (Alternative Dispute Resolution) body or the EU Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr
For Estonia
Tarbijavaidluste komisjon (Consumer Disputes Committee)
Endla 10A, 10122 Tallinn, Estonia
https://ttja.ee/en/consumer-disputes-committee
For UK Customers
You may contact Citizens Advice or use certified ADR schemes for consumer disputes.
For US Customers
Disputes shall be resolved in accordance with applicable U.S. consumer protection laws.