Last updated: [FILL DATE]
Returning an item with us takes three steps:
- Contact us — send an email to hello@venev.eu with your order number and reason for return.
- Ship the item — we'll send you instructions and a shipping label. Pack the product in its original condition.
- Refund — we'll return your money within [FILL: refund timeframe — e.g. 10 business days] to the original payment method.
14-day window
You have 14 days from receiving your order to request a return. No questions, no justification needed.
Customers in the EU have the right to cancel or return an order within 14 days of receipt for any reason and without having to state it. This right is guaranteed by the EU Consumer Rights Directive on distance contracts.
The period starts on the day your parcel was physically delivered to you. To exercise it, you simply need to submit your request within this period — the actual goods can arrive a few days later.
Return conditions
In order to return the item and refund the full amount, the product must be in the same condition as when you received it.
We accept
- Unused products
- Original undamaged packaging
- All original labels and seals
- Proof of purchase (invoice or email)
We do not accept
- Opened cosmetic products
- Used products
- Items without original packaging
- Items sent without prior approval
How to start the process
Start your return by emailing hello@venev.eu. We'll send you instructions and a shipping label.
- Email us with your order number and a description of what you're returning.
- Within 24 hours we'll send you a return label and packing instructions.
- Pack the item in its original packaging and drop it off at the courier's pick-up point.
- Once the parcel reaches us, we'll inspect it within 3 business days and initiate the refund.
Send your return to: [FILL: return address].
We do not accept items sent without prior approval — always contact us first and wait for confirmation. Otherwise we'll have to send the parcel back to you.
Damaged or incorrect items
Inspect your parcel immediately upon receipt. If the item is damaged, defective or incorrect, contact us right away.
Ideally within 48 hours of receipt — send us a photo of the packaging, the product and a description of the issue to hello@venev.eu. We'll sort it out without unnecessary red tape.
For damaged items you have two options:
- Replacement — we'll send you a new product at our cost.
- Refund — we'll return the full amount including shipping.
Non-returnable items
For certain types of items, the right of withdrawal is excluded for hygiene or legal reasons.
- Opened cosmetics and personal care products — for hygiene reasons we cannot accept a product that has been opened or used.
- Discounted or promotional products — during special sale events, if stated in the promotion's terms.
- Gift vouchers — these are non-refundable and cannot be exchanged for cash once activated.
These are exceptions defined directly by law (§ 1837 of the Czech Civil Code and equivalent provisions in Slovakia). When purchasing cosmetics we therefore always recommend reading everything first and asking if in doubt.
Refund
Refund within [FILL: refund timeframe — e.g. 10 business days]. Approved refunds are processed within [FILL: refund timeframe — e.g. 10 business days] of receiving the item, to the original payment method.
We refund:
- The full product amount — including VAT.
- Shipping costs in the case of a complaint or incorrectly dispatched item.
- For standard 14-day returns, the customer covers the cost of return shipping. [FILL: confirm who pays postage for standard returns]
The refund will be sent to the original payment method — the card you paid with or the bank account from which you made the transfer. If you paid cash on delivery, we'll transfer the money to an account you provide. [FILL: refund account number if needed — otherwise provided in the request]
If you haven't heard back after 15 business days, contact us — sometimes the bank processes payments more slowly, but we'll look into it.
For Slovak consumers
As a consumer in Slovakia you have a statutory right of withdrawal under Act No. 102/2014 Coll. on consumer protection in the sale of goods or provision of services under distance contracts.
Period: 14 days from the date of receipt of the goods.
Form: You may submit your withdrawal request by email to hello@venev.eu, using the form we'll send you, or any other unambiguous written form.
Exceptions: The right of withdrawal does not apply to cosmetic products and personal hygiene products that have been unsealed (§ 7 para. 6 letter e/ of Act No. 102/2014 Coll.).
Costs: Upon withdrawal you bear the direct cost of returning the goods. We will refund the full purchase price including the original delivery charges.
Something not right with your return?
For legal certainty we recommend contacting hello@venev.eu with any questions. We typically respond within 24 hours.
These return and refund conditions are effective from [FILL: effective date].