Return Policy – Venolure
Once you send your first email to our customer service regarding a return, your request will be processed. Due to high volumes, it may sometimes be difficult to respond immediately. There is no need to send multiple emails — your request will be handled as soon as possible. We aim to respond within 24 hours and are happy to assist you.
If for any reason you are not satisfied with your order, please contact us. At Venolure, we strive for 100% customer satisfaction with the products purchased from our suppliers. If you experience any issues with the delivery or the product, please get in touch and our team will assist you promptly.
Right of Return
Would you like to return an order? Perhaps the product did not meet your expectations or you no longer want it for any reason. Regardless of the reason, you have the right to return your order within 14 days of receipt without giving a reason. You are responsible for the cost of shipping the item back from your location to our return address.
Simple Return in 3 Steps:
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Request a Return Form
Request the return form via info@venolure.com. Include your order number, email address, and reason for return. We will process your request as quickly as possible and provide instructions on how to return the item. -
Send Back the Order
Send the items together with the completed return form to the address provided on the form. Be sure to use a trackable shipping service. As the sender, you are responsible for the return, and we want to avoid any misunderstandings. -
Receive a Refund
Once we receive the package, we will ensure that your refund is processed within 7 business days.
Return Conditions and Guidelines
Please note that returned items must be unused, undamaged, and in their original packaging. Unfortunately, hygiene products cannot be returned. Once we receive and inspect the returned item, we will refund the purchase amount within 7 days using the same payment method you used.
To be eligible for a return, your item must be in the same condition in which you received it — unused and in the original packaging. You must also provide proof of purchase or a receipt.
To initiate a return, please contact us at info@venolure.com. Always include your order number. If your return is approved, we will send you a return form with instructions on how and where to send your package. Products are shipped directly from our supplier and must be returned to the supplier as well. Items returned without prior contact will not be accepted.
Frequently Asked Questions (FAQ)
How long is the return period?
You can return your order within 14 days of receiving it.
How long does it take to receive a refund?
Refunds will be issued via the same payment method used. Once we receive the returned item and confirm that it is in its original condition, the refund will be processed. Most financial institutions require about 7 business days to complete the refund.
What is a return receipt?
You will receive this at the post office when returning your item. Always keep it — it is your proof of return.
Why can’t underwear, masks, hygiene, or beauty products be returned?
Underwear, masks, and beauty products are considered hygiene items. We take hygiene and safety seriously and do not accept returns of these items to protect our customers. This is a common policy among other suppliers of such products.
My item is damaged or defective — what should I do?
To help you as quickly as possible, please send us photos showing the defect or poor quality of the product. The best photos are taken in good lighting on a flat surface and clearly show the issue. We use this information to resolve your issue and avoid future errors.
Did you receive the wrong product?
We strive to process all orders correctly. However, due to errors, incorrect deliveries can occur. We will of course correct this and send the correct item to you at no additional cost. If you have questions about incorrect items, please contact our customer service.
Can I return my order without contacting you?
No, you must contact us before returning anything, as the return address may vary depending on the supplier.
Do I have to pay the return shipping costs?
Yes, all customers are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for lost returns.
How can I contact you?
You can reach us by email at info@venolure.com. We aim to respond within 24 hours and are happy to help.