Returns & Refunds

For most products bought online, you may cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or someone nominated by you, receives the product.

Where an order is delivered in several parcels, the cancellation period normally begins on the day the final parcel is received.

After telling us that you wish to cancel, you normally have a further 14 days to return the product.

Some products are excluded from change-of-mind returns. These include certain hygiene-sensitive goods after their seal has been broken.

You can:

• use the online form on this page;
• use the form on our Contact Us page; or
• email contact@venus365.com.

Please provide:

• your name;
• order number;
• the product or products concerned;
• and a clear statement that you wish to cancel or return them.

You do not need to give a reason for a valid change-of-mind cancellation, although feedback may help us improve.

Submitting a return request does not automatically mean that every product is eligible. We will review the request and send the correct return instructions.

Please contact us as quickly as possible if you wish to cancel or amend an order before dispatch.

Because order processing and dispatch may be automated, we cannot guarantee that cancellation will still be possible once fulfilment has begun.

Where we successfully stop the order before dispatch, we will cancel it and refund any payment taken.

If it has already been dispatched, you may still be able to return eligible products under the change-of-mind process.

Once you have told us that you wish to cancel, you should send the product back without undue delay and no later than 14 days after notifying us.

Please do not send anything until we have provided:

• confirmation of the return process;
• the correct returns address;
• any reference that should accompany the parcel;
• and any product-specific instructions.

The returns address may differ from the address printed on the original parcel or supplier packaging.

Please return the product:

• complete;
• securely packaged;
• with any accessories, instructions and included items;
• with the hygiene seal intact where applicable;
• and handled only as much as reasonably necessary to examine it.

You may inspect a product in a similar way to how you could reasonably examine it in a shop.

We may reduce the refund where handling beyond that level has diminished the product’s value.

Please do not attach labels, tape or writing directly to retail packaging unless we specifically ask you to.

You are responsible for the direct cost of returning an unwanted product where you have simply changed your mind.

Venus365 will pay or reimburse reasonable return costs where the product is:

• faulty;
• damaged on delivery;
• incorrect;
• or not as described.

Please contact us before sending back a faulty, damaged or incorrect product so that we can agree the appropriate return method.

Yes. You are responsible for taking reasonable care of the product and packaging it properly for the return journey.

We strongly recommend obtaining proof of postage and keeping it until your refund has been completed.

For higher-value products, an insured or tracked service may be sensible, although we will not require a particular service unless we have agreed to provide or pay for it.

Evidence of posting should clearly identify the destination and returned parcel.

Not unless we expressly tell you to do so.

Some orders are dispatched by fulfilment partners, and the address on the parcel may not be able to receive or process customer returns.

Always wait for the return instructions and use the address we provide.

Sending a product to an unauthorised address may delay the return or make it difficult to identify.

Some products are supplied with a hygiene seal because they are not suitable for return after opening for health-protection or hygiene reasons.

A hygiene-sealed product may be returned for a change-of-mind refund while the seal remains intact.

Once the hygiene seal has been broken after delivery, the change-of-mind cancellation right no longer applies to that product.

Opening the outer delivery parcel does not by itself mean that the product’s hygiene seal has been broken.

This restriction does not affect your rights where the product is faulty, damaged, incorrect or not as described.

Wherever possible, the relevant product page will clearly identify a hygiene-sealed product before purchase.

The right to change your mind may not apply to certain categories of product where the law provides an exception.

For the current Venus365 range, the most relevant exception is likely to be a hygiene-sensitive sealed product after its seal has been broken.

Other statutory exclusions may apply if Venus365 later offers products that are:

• personalised or made to a customer’s specification;
• liable to deteriorate or expire rapidly;
• inseparably mixed with another item after delivery;
• or otherwise excluded by consumer-contract law.

Any material restriction will be explained on the relevant product page wherever possible.

Faulty, damaged, incorrect or misdescribed products remain subject to your statutory rights.

Please use the return-request form below or contact us at contact@venus365.com as soon as reasonably possible.

Provide:

• your name;
• order number;
• the affected product;
• a description of the damage;
• and photographs where useful and practical.

Please keep the product, outer packaging and delivery materials until we have advised what to do.

Do not return the product without instructions, because we may need to arrange a specific return route or carrier claim.

Please contact us using the return-request form or email contact@venus365.com.

Tell us:

• what you ordered;
• what you received;
• your order number;
• and whether the outer parcel appeared damaged or incorrectly labelled.

Where we sent the wrong product, we will provide an appropriate solution and cover reasonable return costs.

Please do not use or open the product unnecessarily once you realise that it is incorrect.

Products supplied by Venus365 must meet the legal standards applying to consumer goods, including being as described, of satisfactory quality and fit for a disclosed purpose where required.

If a product is faulty or not as described, please contact us with your order number and an explanation of the issue.

Depending on the circumstances and your legal rights, the appropriate remedy may include:

• a refund;
• repair;
• replacement;
• or another suitable resolution.

A voluntary returns process cannot remove your statutory rights relating to faulty or misdescribed goods.

Photographs are helpful where the problem is visible, such as:

• transit damage;
• leaking packaging;
• a visibly incorrect product;
• broken components;
• or damaged outer packaging.

They can help us resolve the issue more quickly and may be needed for a carrier or supplier claim.

We will not insist on photographs where they are unnecessary, impractical or cannot reasonably show the fault.

We may ask for the product to be returned or inspected before confirming the final remedy.

For an eligible change-of-mind return, we will refund the price paid for the returned products.

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 original delivery charge to refund.

If you selected a more expensive delivery service, we only refund the amount equivalent to our least expensive standard delivery option. The additional premium-delivery cost is not refunded.

You remain responsible for the cost of sending an unwanted product back to us.

We will refund the price paid for each eligible product returned.

The original delivery charge will not usually be refunded where:

• you keep part of the order;
• and the same delivery charge would still have applied to the products you kept.

Where a delivery charge related specifically to the returned product, or the retained order would have qualified for a lower charge, we will calculate any refund in accordance with the circumstances and applicable consumer law.

Any free-delivery threshold will be assessed using the order as originally accepted unless a promotion clearly states otherwise.

We may make a deduction where the product’s value has been reduced by handling beyond what was reasonably necessary to establish its nature, characteristics and functioning.

Examples may include:

• using more of a consumable product than necessary to inspect it;
• damaging packaging unnecessarily;
• missing accessories or parts;
• contamination;
• visible wear;
• or failing to package the return with reasonable care.

We will not make a deduction merely because you opened ordinary delivery packaging or examined an eligible product reasonably.

No change-of-mind refund is available for a hygiene-sensitive product once its qualifying hygiene seal has been broken.

We may wait to process 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 parcel and the destination to which it was sent.

Once the relevant requirement has been met, we will process the refund without undue delay and within the applicable legal timeframe.

Your bank, card issuer or payment provider may take additional time to place the funds back into your account.

Refunds are normally made to the original payment method.

This may be:

• the debit or credit card used;
• PayPal;
• Apple Pay;
• Google Pay;
• or the applicable instalment or buy-now-pay-later provider.

Where an order was paid through a third-party credit or instalment service, the provider may apply the refund to the outstanding agreement rather than paying it directly into your bank account.

We cannot normally refund to a different card, account or person.

Your refund will be based on the amount actually paid for the returned product after discounts were applied.

A discount code has no separate cash value and will not normally be reissued unless:

• the offer terms say otherwise;
• the order was cancelled because of an error by Venus365;
• or we agree to reissue it as a gesture of goodwill.

Where a discount applied across several products, the refund may reflect the proportion of the discount allocated to the returned product.

We do not guarantee direct exchanges.

The simplest process will usually be:

1. return the eligible product;
2. receive the applicable refund;
3. place a new order for the preferred product.

Where a product is faulty, damaged or incorrect, we may offer a replacement where appropriate and available.

Any replacement remains subject to stock availability.

A product may still be returned if the return conditions are met.

Refunds are normally issued to the original payment method used by the purchaser.

We may need the original order number or purchaser’s details to locate the transaction.

We cannot normally issue a cash refund or refund a different person merely because the product was received as a gift.

Please identify clearly:

• how many products you wish to return;
• whether any have been opened;
• whether any hygiene seals have been broken;
• and which products, if any, are faulty or damaged.

Each product will be assessed according to its own condition and eligibility.

Returning one sealed product does not make another opened or used product eligible.

Please contact the carrier using your proof of postage or tracking information.

Where you arranged and paid for an ordinary change-of-mind return, the parcel remains your responsibility until it reaches the return address.

If Venus365 arranged the return service, we will investigate with the carrier.

Please send us the postage evidence and any tracking details so that we can help identify what has happened.