CUSTOMER INFORMATION
Terms & Conditions
These terms explain how purchases from Venus365 work, including ordering, payment, delivery, cancellations, returns and what happens if there is a problem with a product.
By submitting an order through our website, you agree to these terms. Please read them before placing an order.
Key information at a glance
Delivery area: We deliver throughout the United Kingdom and to the Channel Islands.
Delivery charge: Standard delivery costs £2.95 for orders under £25. Standard delivery is free for orders of £25 or more.
Order acceptance: The email acknowledging your order does not mean that it has been accepted. A contract is formed when we send your dispatch confirmation.
Changing your mind: You normally have 14 days after receiving an eligible product to tell us that you wish to cancel.
Return postage: You are responsible for the direct cost of returning an unwanted product unless it is faulty, damaged, incorrect or not as described.
Hygiene-sealed products: Some products may only be returned for a change-of-mind refund while the hygiene seal remains intact.
Contact: contact@venus365.com or the Contact Us form.
Select a section below to read the full terms.
Ordering and your contract
Venus365 is operated by D Lawton, trading as Venus365.
Our public business address is: 2 LATIMER CLOSE, LEEDS LS20 9PT
You can email contact@venus365.com or use the Contact Us form.
References in these terms to “Venus365”, “we”, “us” or “our” mean D Lawton trading as Venus365.
These terms apply when you order products from venus365.com. They form the agreement between you and Venus365. Our Delivery Information, Returns & Refunds Policy and Privacy Notice contain further information and should be read alongside these terms where relevant to an order.
Nothing in these terms affects any legal rights you have as a consumer.
You may place an order if you are acting as a consumer, are legally capable of entering into a contract, the delivery address is within an area we currently serve and you meet any age restriction stated for the product.
Venus365 does not currently impose a general age restriction across its wellbeing range, but certain products may be identified as available only to customers aged 18 or over. By ordering an age-restricted product, you confirm that you meet the stated minimum age. We may cancel an order where we reasonably believe that an applicable age requirement has not been met.
We take reasonable care to describe and display products accurately. Photographs are helpful representations; colours, packaging, labels and minor details may appear differently on different screens or change when a manufacturer updates its presentation.
Natural products may show reasonable variations in colour, scent, texture or appearance. Measurements, weights, capacities, burn times and similar information may be approximate unless expressly stated otherwise. Please read the product description, ingredients, instructions, warnings and packaging before use. Website information does not replace professional medical advice.
The price payable is the price displayed when you submit your order, together with any delivery charge shown at checkout. Prices include applicable taxes unless the website clearly states otherwise.
We accept the payment methods displayed at checkout. Payment must be authorised before dispatch. If you use a separate instalment, credit or buy-now-pay-later provider, your agreement with that provider is governed by its own terms. Card and wallet payments are processed through the payment providers made available at checkout.
Check your basket, contact details, delivery address and payment information carefully before submitting an order. After you place an order, we will normally send an automated acknowledgement to the email address you supplied. If you identify an error, email contact@venus365.com or use the Contact Us form promptly.
The automated acknowledgement confirms that we have received your order, but it does not mean that your order has been accepted. A contract is formed when we send your dispatch confirmation. We may decline an order before acceptance, for example because payment is not authorised, a product is unavailable or there is an obvious pricing or listing error.
Products are subject to availability. If a product becomes unavailable, or we discover an obvious error in its price or description, we may cancel the affected order before acceptance. If we cancel after payment has been taken, we will refund the amount paid for the cancelled product and any delivery charge that relates to it.
We will not substitute a product without your agreement.
Delivery
We deliver throughout the United Kingdom and to the Channel Islands, subject to the destinations available at checkout. We do not promise delivery to an address outside the delivery areas shown when you place your order.
Standard delivery costs £2.95 for orders under £25. Standard delivery is free for orders of £25 or more. The delivery method and estimated timeframe will be shown at checkout or in the dispatch information. Estimates may be affected by weekends, bank holidays, carrier disruption and events outside our reasonable control.
We may send an order in separate parcels or use a fulfilment partner where this is reasonably necessary. We will not add a delivery charge unless an additional charge was clearly shown and accepted at checkout. You may receive separate dispatch or tracking messages.
If delivery is delayed or a carrier cannot complete delivery, please email contact@venus365.com or use the Contact Us form. Check that your address and contact details are correct. We may arrange another delivery attempt or discuss cancellation of products not yet delivered. Where the law gives you a cancellation or refund right, nothing in this section limits it.
Cancellations, returns and refunds
You may ask us to cancel before fulfilment begins by emailing contact@venus365.com or using the Contact Us form. Include your order number and say that you want to cancel.
We will try to stop the order before fulfilment begins, but we cannot guarantee that cancellation will be possible once the order has entered our automated dispatch process.
For most eligible products bought online, you normally have 14 days after receiving the product to tell us that you wish to cancel, followed by a further 14 days to send it back. The period may run from the day after the last product in an order is received.
Some products are excluded or restricted by law, including products made to your specifications and hygiene-sealed products once unsealed. This does not affect your rights where a product is faulty, damaged, incorrect or not as described.
Tell us that you wish to return an unwanted product by emailing contact@venus365.com or using the Returns & Refunds form. Please include your order number and the products you are returning. We will provide the return instructions and destination address.
Return the product securely and, where practical, with tracking or other evidence of posting. Keep your proof of postage until the matter is complete.
You are responsible for the direct cost of returning an unwanted product. We are responsible for reasonable return costs where the product is faulty, damaged, incorrect or not as described, provided you contact us using the Returns & Refunds form so that we can give appropriate instructions.
You remain responsible for the product until it reaches us. Please package it appropriately. We may make a lawful deduction if it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
Wherever possible, the product page will clearly identify hygiene-sealed products and display wording explaining that a change-of-mind return may not be available once the seal has been broken.
Please do not break a hygiene seal if you may wish to cancel for change of mind. This restriction does not remove your rights where the product is faulty, damaged, incorrect or not as described.
If a product is faulty, damaged in transit, not as described or the wrong product, contact us as soon as possible using the Returns & Refunds form. Photographs may help us assess damage, but you do not give up your legal rights if you cannot provide them.
Depending on the circumstances and your statutory rights, we may offer a replacement, repair or refund. We will not ask you to pay the reasonable cost of returning a product that is faulty, damaged, incorrect or not as described.
For an eligible change-of-mind return, we will refund the price paid for the returned product.
If you cancel and return the whole order, we will also refund any standard delivery charge you originally paid. If standard delivery was free, there is no delivery charge to refund.
If you chose a more expensive delivery service, we only refund the amount you would have paid for our least expensive standard delivery option. The additional cost of the premium service is not refunded.
You remain responsible for the cost of sending an unwanted product back to us. Where only part of an order is returned, any refund of the original delivery charge will depend on whether that charge related specifically to the returned product or would still have applied to the products you kept.
We may withhold a change-of-mind refund until we receive the returned product or you provide satisfactory evidence that it has been sent back, whichever occurs first. Evidence must reasonably identify the returned parcel and its destination.
We may make any deduction permitted by law where the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning. Refunds will normally be processed within 14 days after the relevant return or evidence is received. Your bank, card issuer or payment provider may take additional time to credit the funds to your account.
General terms
Promotions, discount codes, introductory offers and free-delivery offers may have additional conditions displayed with the offer. Unless stated otherwise, only one code may be used per order; codes cannot be exchanged for cash; codes must be entered before submission; offers apply only during the stated period; excluded products may not qualify; minimum-spend requirements are calculated after other discounts; and delivery charges do not count towards a minimum product spend.
We may withdraw or correct a promotion where it contains an obvious error, has been misused or cannot reasonably be fulfilled. This will not affect a contract we have already accepted unless the law permits otherwise.
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
Products are intended for personal and domestic use. We are not responsible for business losses where you use a product principally for commercial purposes. Nothing excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights that cannot legally be excluded.
We are not responsible for delay or failure caused by circumstances outside our reasonable control, including severe weather, carrier disruption, transport or postal interruption, fire, flood, natural disaster, widespread technical failure, industrial action, governmental restrictions, public-health emergencies, supplier interruption or import, customs or border disruption.
We will take reasonable steps to reduce the effect. If a significant delay continues, contact us to discuss cancellation of products not yet delivered. Where you are legally entitled to cancel, we will refund the affected amount.
Website content, branding, page designs, product guidance, graphics and original images belong to Venus365 or are used with permission. You may use the website for personal shopping and information.
Without permission, you must not reproduce substantial content commercially, copy or republish original guidance, misuse the website, attempt unauthorised access, introduce malicious software, disrupt the website with automated systems or falsely suggest an association with Venus365. Supplier trademarks and third-party materials remain the property of their owners.
We use personal information to process and fulfil orders, administer payments, communicate about purchases, provide customer service, prevent fraud, protect the website, comply with legal and accounting duties and carry out activities explained in our Privacy Notice.
Payment providers, carriers, fulfilment partners and relevant service providers may receive information needed to perform their part of the order. Marketing communications are handled separately from essential order communications. Where consent is required, you may withdraw it using the method stated in the message or Privacy Notice.
We aim to resolve complaints fairly and promptly. Please email contact@venus365.com or use the Contact Us form, including your name, order number where relevant, a clear description of the issue and the outcome you are seeking.
We aim to acknowledge a complaint within two working days and provide a substantive response within five working days. More complex matters may take longer; if so, we will keep you informed where reasonably possible. Nothing in this process prevents you using any legal or statutory remedy.
We may update these terms to reflect changes in the law, our payment or delivery arrangements, our product range or how the website operates. The version in force when you submit an order will apply to that order. We will show the last-updated date and version on this page.
These terms and any contract formed under them are governed by the law of England and Wales. The courts of England and Wales will normally have jurisdiction, although if you live in Scotland or Northern Ireland you may also be entitled to bring proceedings in the courts of the part of the United Kingdom where you live.
Contacting Venus365
Questions about these terms or an order can be sent to contact@venus365.com using the Contact Us form. For a return, refund, faulty or incorrect-product matter, please use the Returns & Refunds form.
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