Refund policy

RETURN & REFUND POLICY

Last updated: August 31, 2026

1. OVERVIEW

At Vennire, we want every customer to feel confident and satisfied with their purchase.

This policy outlines the conditions and procedures for returns, refunds, withdrawals, and order cancellations, in accordance with applicable consumer protection requirements in the European Union (EU) and the United Kingdom (UK).

2. RIGHT OF WITHDRAWAL (EU & UK CUSTOMERS)

Customers located in the EU or UK may withdraw from their purchase within:

30 days from the date the order is received

You do not need to provide a reason for exercising this right.

To request a withdrawal, please contact us at:

info@vennire.com

3. RETURN CONDITIONS

To qualify for a return:

  • The product must be unused

  • The product must remain in its original condition and packaging

  • Valid proof of purchase must be provided

We may decline a return if the item does not meet the conditions stated above.

4. RETURN PROCESS

To request a return:

  • Email us at info@vennire.com

  • Provide your order number and, if you wish, the reason for the return

  • Our team will provide the appropriate return instructions

Please do not send products back before receiving return instructions from us. Unauthorized returns may not be accepted.

5. RETURN SHIPPING COSTS

Damaged, defective, or incorrect products:

Vennire will cover the applicable return shipping costs.

Change of mind or voluntary withdrawal:

Return shipping costs are the responsibility of the customer.

6. REFUNDS

After your returned item has been received and inspected:

  • We will inform you whether your refund has been approved or declined

Once approved, the refund will be processed within:

30 days

All refunds will be returned to the original payment method used for the purchase.

7. NON-RETURNABLE ITEMS

Certain products may not qualify for return, including:

  • Digital products that have already been delivered or downloaded

  • Personalized or made-to-order products

  • Products that cannot be returned for hygiene reasons, where applicable

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you receive an item that is:

  • Damaged

  • Defective

  • Different from the item ordered

Please notify us within:

48 hours of delivery

Depending on the circumstances, we will:

  • Arrange a replacement at no additional cost, or

  • Provide a full refund

We may ask you to provide photographs or other evidence so we can review and process your claim.

9. MISSING OR LOST ORDERS

If your order has not arrived within the expected delivery period, please contact:

info@vennire.com

We will:

  • Review the shipment with the relevant carrier

  • Arrange a replacement or issue a full refund where appropriate

10. LATE OR MISSING REFUNDS

If an approved refund has not yet appeared:

  • Check your bank account again

  • Contact your bank or payment provider

  • Contact us at info@vennire.com if you still require assistance

The time required for funds to appear may vary depending on your bank or payment provider.

11. ORDER CANCELLATIONS

Orders can generally be cancelled:

  • Before processing or shipment has been completed

If your order has already been dispatched, you will need to follow our standard return procedure.

EU and UK customers continue to benefit from our 30-day withdrawal period (the statutory minimum is 14 days; Vennire provides an extended 30-day period).

12. ABUSE OF POLICY

Vennire reserves the right to reject a return or refund request where there is reasonable evidence of:

  • Fraudulent claims

  • Repeated misuse of this policy

  • Suspicious or abusive activity

13. CONTACT

For questions or assistance regarding returns and refunds:

Email: info@vennire.com

Phone: +44 7537 106103

Registered Address: C. Islas Canarias, 30, Deusto, 48015 Bilbao, Biscay

Response time: 24–48 hours.