Refund Policy

Welcome to Venolivra (hereinafter referred to as “we” or “us”). To ensure a smooth and worry-free shopping experience, we provide detailed instructions for returns and exchanges. Each package includes a return label for your convenience.

1. Return Steps

• Initiate a Return: Contact us via email or phone, providing your order number, proof of payment, reason for return, and any relevant photos or videos.
• Review & Instructions: Our customer service team will review your request and, if approved, provide the return address and detailed instructions.
• Package & Ship: Carefully pack the item along with all accessories, materials, and the return label inside the original packaging, then send it to the specified address.
• Inspection & Refund: Once we receive the returned item, we will inspect it promptly. If it meets the return criteria, a refund will be issued. Keep the shipping receipt for tracking purposes.

2. Exchange Steps

• Request an Exchange: Submit your exchange request via email or phone, including order number, proof of payment, reason for exchange, and photos/videos.
• Approval & Return Address: Once approved, our team will provide the return address and instructions.
• Ship Back: Return the item with all accessories, materials, and the return label in the original packaging.
• New Item Dispatch: After we receive and inspect the returned item, a replacement will be shipped within 1–3 business days. In case of stock issues, we will contact you promptly with alternatives.

3. Policy Period

• Returns and exchanges can be requested within 40 days of receiving the item.
• Please inspect your items as soon as you receive them to ensure they meet the return criteria. Items beyond this period are not eligible.

4. Eligibility

Returns or exchanges are applicable in the following cases:

• Items with visible defects or damage;
• Items with quality issues affecting usability;
• Items with odor, significant color variation, or other defects affecting use;
• Items that do not match the order (incorrect item);
• No-reason returns (shipping costs are the customer’s responsibility in this case).

5. Refunds

• Method: Refunds will be issued to the original payment method, including American Express, Diners Club, Discover, JCB, Mastercard, VISA, etc.
• Processing Time: Refunds are generally processed within 8–10 business days, depending on bank processing times.
• Notes: For promotional or bundled items, refunds are calculated based on the actual amount paid.

6. Shipping Costs for Returns

• For items with defects, quality issues, odor, severe color difference, or incorrect items, return shipping is covered by us.
• No-reason returns: return shipping is the customer’s responsibility.
• Tip: Ensure the item is packaged securely to prevent damage during transit.

7. Liability

• We are not responsible for additional losses caused by improper handling during the return process or transit.
• Please provide an accurate and complete shipping address to avoid delivery issues.
• If any damage occurs during return shipping, contact our customer service immediately for assistance.

8. Contact Information

Address: 1177 E 420 S, PAYSON, UT 84651, United States
Phone: +1 (716) 603-4342
Email: customer@venolivra.com
Online Hours: Monday to Friday, 10:00–18:00 (Australia/Sydney, AEST/AEDT)