Refund policy

 

RETURN & REFUND POLICY

Last updated: August 31, 2026

1. OVERVIEW

At Vennire UK, our goal is to provide customers with a clear and straightforward process if they need to return a purchase or request a refund.

This policy sets out the applicable procedures and conditions relating to returns, refunds, cancellations, and withdrawal rights for customers in the European Union (EU) and the United Kingdom (UK).

2. RIGHT OF WITHDRAWAL (EU & UK CUSTOMERS)

Eligible customers located within the EU or UK may withdraw from a purchase within:

30 days from the date the order is delivered

You are not required to provide a specific reason when exercising this right.

To notify us of your decision to withdraw from a purchase, please contact:

info@vennire.com

3. RETURN CONDITIONS

For a standard return to be accepted:

  • The product must not have been used

  • The item should remain in its original condition and, where applicable, original packaging

  • Proof of purchase or relevant order information must be provided

Vennire UK may refuse a return where the product does not satisfy the applicable return requirements, subject to any mandatory consumer rights.

4. RETURN PROCESS

To begin a return request:

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

  • Include your order number and any relevant information about the return

  • Wait for our team to provide the appropriate return instructions

Products should not be returned before receiving instructions from our customer support team.

Returns sent without prior communication or authorization may not be accepted.

5. RETURN SHIPPING COSTS

Damaged, defective, or incorrect products:

Where an eligible product arrives damaged, defective, or different from what was ordered, Vennire UK will cover the applicable return shipping costs.

Change of mind or voluntary withdrawal:

Where a customer chooses to return an eligible item because they have changed their mind, the customer is responsible for the applicable return shipping expenses.

6. REFUNDS

Once the returned product has been received, it will be reviewed to confirm that the applicable return conditions have been satisfied.

Following the review:

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

Where approved, the applicable refund will be processed within:

30 days

Refunds are issued using the original payment method used to complete the purchase.

7. NON-RETURNABLE ITEMS

Certain categories of products may be excluded from standard returns, including:

  • Digital products after they have been supplied or downloaded

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

  • Products that are unsuitable for return for hygiene-related reasons, where applicable

Any mandatory consumer rights available under applicable legislation remain unaffected.

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If an order arrives with a product that is:

  • Damaged

  • Defective

  • Incorrect or different from the item purchased

Please contact us within:

48 hours of delivery

After reviewing the circumstances, we may:

  • Provide a replacement without additional charge, or

  • Issue a full refund

Photographs, videos, packaging images, or other reasonable evidence may be requested to help us verify and process the claim.

9. MISSING OR LOST ORDERS

If your shipment has not arrived within the expected delivery timeframe, please contact us at:

info@vennire.com

Our team will:

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

  • Arrange an appropriate replacement or full refund where necessary

10. LATE OR MISSING REFUNDS

If you have received confirmation that a refund was processed but the funds have not yet appeared:

  • Review your bank or payment account

  • Contact your bank or payment provider to confirm whether the transaction is still processing

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

The time required for a completed refund to appear may vary depending on the payment provider or financial institution.

11. ORDER CANCELLATIONS

Orders can generally be cancelled provided that:

  • Processing and dispatch have not yet been completed

If an order has already been dispatched, the customer will normally need to follow the applicable return procedure after delivery.

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

12. ABUSE OF POLICY

Vennire UK may refuse or further review return and refund requests where there is reasonable evidence of:

  • Fraudulent or intentionally misleading claims

  • Repeated or systematic misuse of our return procedures

  • Suspicious, abusive, or unauthorized activity

Any decision under this section remains subject to mandatory consumer rights under applicable law.

13. CONTACT

For assistance or questions concerning a return, refund, cancellation, or withdrawal request, please contact:

Email: info@vennire.com

Phone: +44 7537 106124

Registered Address: C. Begoñako Andra Mari, 1, 48970 Basauri, Vizcaya

Response time: within 24 to 48 hours.