Return and Refund Policy

Effective: Immediately
Scope: Applies to damaged or defective items only.

1. Eligibility

   • Returns are accepted only for items that are damaged or defective on arrival.
   • You must report the issue within 3 calendar days from the date of delivery.

2. How to Report

   • Contact our customer support at [your support email/phone] within 3 days.
   • Provide:
     • Order number
     • Description of the issue
     • Photo and/or video proof clearly showing the damage/defect
   • Include any other requested details to help us assess the claim.

3. Packaging

   • Returns must be sent back in the original packaging. Items returned without original packaging may be rejected or may incur a deduction.

4. Return Shipping

   • For validated damaged/defective claims, we will cover and arrange the return shipping.
   • Do not discard the damaged item until instructed; our shipping/returns team may provide a pickup or return label.

5. Inspection & Resolution

   • Once we receive and inspect the returned item, we will notify you of the outcome within 5 business days.
   • If the claim is approved, you may choose:
     • Full refund to the original payment method, or
     • Replacement (subject to stock availability) — replacement shipping is free.
   • If the claim is denied (e.g., insufficient proof, item damaged after delivery, or packaging missing), we will explain the reason; the item may be returned to you at our cost, or a restocking fee may apply.

6. Exceptions & Exclusions

   • Items damaged by customer misuse, improper handling after delivery, or normal wear and tear are not eligible.
   • Hygienic/sanitary products, personalised/custom items, and final-sale items are excluded unless damaged on arrival. 

7. Timing for Refunds

   • Approved refunds will be processed within 7–10 business days to the original payment method (processing time may vary by bank/provider).

8. Questions

   • For assistance, contact: return@venusemart.com, or visit https://venusemart.com/return.