Refund policy
Return & Refund Policy
Last Updated: October 22, 2026
At Venus Home, customer satisfaction is important to us. We carefully select our products and work with fulfillment partners to provide a positive shopping experience.
Please review our return and refund policy before placing an order.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or incorrect, please contact us at info@venushome.online.
Include the following information when available:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
We recommend contacting us as soon as possible, preferably within 7 days of delivery, so we can investigate promptly. This recommendation does not limit your statutory consumer rights.
Depending on the circumstances and applicable law, we may offer a replacement, refund, or another appropriate remedy.
Customers will not be required to pay return shipping costs for products that are faulty or incorrect where the seller is legally responsible for those costs.
Change-of-Mind Returns — United States and Canada
For customers in the United States and Canada, returns requested because of a change of mind, personal preference, or an item no longer being wanted are not automatically accepted.
We may consider these requests individually.
Please contact us before attempting a return. Any voluntary return must be approved in writing, and return instructions will be provided.
For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by law.
This policy does not restrict any rights provided by applicable consumer protection laws.
United Kingdom — Cancellation Rights
Customers in the United Kingdom generally have the legal right to cancel eligible online purchases within 14 days of receiving their goods, without providing a reason.
To exercise this right, email info@venushome.online with your order number and a clear statement that you wish to cancel.
After notifying us of cancellation, you generally have another 14 days to return the eligible goods.
Customers are responsible for direct return shipping costs for change-of-mind cancellations, unless we agree otherwise or applicable law requires us to cover those costs.
We will provide return instructions and an appropriate return address.
Refunds for eligible cancellations will include the product price and any standard outbound delivery charges paid, as required by law. We will process refunds within the legally required timeframe and may withhold reimbursement until the goods are received or evidence of their return is provided, where permitted.
Certain products may be excluded from cancellation rights under applicable law, including qualifying personalized goods and certain sealed hygiene products once unsealed.
These terms do not affect your statutory rights concerning faulty or misdescribed goods.
Return Authorization
Please do not send products back without first contacting Venus Home.
Our fulfillment partners operate from different locations, and a return address must be confirmed before any item is shipped.
Unauthorized returns may be delayed or become difficult to process.
We will provide return instructions for accepted or legally required returns.
Return Shipping Costs
For approved voluntary change-of-mind returns, customers are responsible for return shipping unless otherwise agreed.
For faulty, damaged, or incorrect products, return shipping costs will be handled in accordance with applicable consumer protection laws.
We do not automatically provide prepaid return labels or QR codes.
Refund Processing
Once a refund is approved, it will generally be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Refunds will be issued within applicable legal deadlines. For authorized voluntary returns outside statutory cancellation rights, refunds may be processed after the returned item has been received and inspected.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at info@venushome.online.
We will attempt to cancel the order before it enters fulfillment or ships.
If the order has already shipped, cancellation and return options will depend on the circumstances and applicable consumer rights.
Non-Returnable Items
Certain items may be excluded from voluntary returns for hygiene, safety, personalization, or other product-specific reasons.
Any exclusions will be communicated where applicable and will not override statutory consumer rights.
Contact Us
For all return, refund, cancellation, or product concerns, please contact:
Venus Home
Website: https://venushome.shop
Email: info@venushome.online
We are committed to treating our customers fairly and resolving concerns as quickly as reasonably possible.