Refund policy

RETURN & REFUND POLICY

Last updated: August 31, 2026

1. OVERVIEW

At Vennire Co., we aim to make the return and refund process simple, transparent, and easy to understand for our customers.

This policy explains the conditions and procedures applicable to returns, refunds, order cancellations, and withdrawal rights for customers located within the European Union (EU) and the United Kingdom (UK).

2. RIGHT OF WITHDRAWAL (EU & UK CUSTOMERS)

Eligible customers in the EU and UK may withdraw from their purchase within:

30 days from the date the order is received

Customers do not need to provide a specific reason when exercising this right.

To inform us that you wish to withdraw from your purchase, please contact:

info@vennire.com

3. RETURN CONDITIONS

To be eligible for a standard return:

  • The product must remain unused

  • The item must be kept in its original condition and, where applicable, its original packaging

  • Proof of purchase or sufficient order information must be provided

Vennire Co. reserves the right to decline a return where the applicable return requirements have not been met, without affecting any mandatory consumer rights available under applicable law.

4. RETURN PROCESS

To initiate a return:

  • Contact our customer support team at info@vennire.com

  • Provide your order number together with any relevant details regarding your return

  • Our team will review your request and provide the necessary return instructions

Please wait until you receive our return instructions before sending any product back.

Items returned without prior communication or authorization may not be accepted.

5. RETURN SHIPPING COSTS

Damaged, defective, or incorrect products:

If an eligible item arrives damaged, defective, or different from the product ordered, Vennire Co. will cover the applicable return shipping costs.

Change of mind or voluntary withdrawal:

When an eligible product is returned because the customer has changed their mind or voluntarily withdrawn from the purchase, the customer will be responsible for the applicable return shipping costs.

6. REFUNDS

Once a returned product reaches us, it will be inspected to determine whether the applicable return requirements have been satisfied.

After the inspection:

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

If approved, the refund will be processed within:

30 days

Approved refunds will be issued to the original payment method used when placing the order.

7. NON-RETURNABLE ITEMS

Certain types of products may not be eligible for standard returns, including:

  • Digital products that have already been delivered, accessed, or downloaded

  • Personalized, customized, or made-to-order products

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

Nothing in this section is intended to limit mandatory consumer rights provided by applicable legislation.

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you receive an item that is:

  • Damaged

  • Defective

  • Incorrect or different from the product you ordered

Please notify us within:

48 hours of delivery

Once the circumstances have been reviewed, we may:

  • Arrange a replacement at no additional cost, or

  • Provide a full refund

We may request photographs, videos, images of the packaging, or other reasonable supporting evidence to help us assess and process the claim.

9. MISSING OR LOST ORDERS

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

info@vennire.com

Our customer support team will:

  • Check the available tracking information and investigate the shipment with the relevant carrier

  • Arrange a suitable replacement or issue a full refund where appropriate

10. LATE OR MISSING REFUNDS

If you have been notified that a refund was completed but the funds have not yet appeared in your account:

  • Check your bank or payment account once again

  • Contact your bank or payment provider to determine whether the refund is still being processed

  • Contact info@vennire.com if you require further assistance

Processing times after a refund has been issued may vary depending on your bank, card issuer, or payment provider.

11. ORDER CANCELLATIONS

Orders can normally be cancelled when:

  • The order has not yet completed processing or been dispatched

If the order has already been shipped, the customer will generally need to follow our standard return procedure after receiving the parcel.

Eligible customers in the EU and UK benefit from our 30-day withdrawal period, which extends beyond the standard statutory 14-day withdrawal period applicable to many distance purchases.

12. ABUSE OF POLICY

Vennire Co. reserves the right to investigate, refuse, or further review return and refund requests where there is reasonable evidence of:

  • Fraudulent or deliberately misleading claims

  • Repeated or systematic misuse of our return and refund procedures

  • Suspicious, abusive, or unauthorized conduct

Any action taken under this section remains subject to mandatory consumer protections and rights provided under applicable law.

13. CONTACT

For questions or assistance regarding returns, refunds, cancellations, or withdrawal requests, please contact:

Email: info@vennire.com

Phone: +44 7537 106145

Registered Address: Calle Galeón 18, 28220 Majadahonda, Madrid, España

Response time: within 24 to 48 hours.