Refund & Return Policy

1. Change-of-Mind Returns (14-Day Right of Withdrawal)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days, without giving any reason. This period runs from the day you (or a third party you named, other than the carrier) take possession of the goods.

To exercise this right, contact us at support@venutro.com with a clear statement that you wish to withdraw from the contract, including your order number.

Outside the EU, including for Australian customers, we also offer a 14-day change-of-mind return window as a matter of store policy, in addition to your statutory consumer guarantee rights described in Section 4 below.

2. Condition of Returned Items

For a smooth return, please ensure that:

• The item is in its original condition
• The item shows no signs of excessive wear or use
• Original packaging is included where possible
• Proof of purchase (order number or invoice) is provided

Please send returns directly to us, not to the manufacturer or supplier.

3. Items Excluded from Change-of-Mind Returns

The following are excluded from change-of-mind returns (this does not affect your statutory consumer guarantee rights where the item is faulty):

• Personalised or custom-made products
• Sealed hygiene or personal-care products that have been unsealed after delivery
• Sealed software unsealed after delivery
• Perishable goods

4. Australian Consumer Law Guarantees

If you are a consumer in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights exist regardless of, and in addition to, the 14-day return window above and are not time-limited to 14 days.

5. How Refunds Are Processed

Once we receive and inspect your return, we will send you a confirmation email. If approved:

• The refund is processed to your original payment method
• Processing may take a few business days depending on your payment provider

6. Return Shipping Costs

Returns are completely free of charge for the customer. Once you contact us at support@venutro.com, we will provide you with a free return label (QR code/label) to send the item back at no cost to you.

7. Loss of Value

You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to check their nature, characteristics, and function.

8. Exchanges

Direct exchanges are available only for damaged or defective items. For change-of-mind returns, please request a refund and place a new order.

9. Contact

Houssem Online-Handel, Ringslebenstr. 2a, 12353 Berlin, Germany Email: support@venutro.com