Refund policy

This policy applies to online orders placed at www.venilals.com only. For items purchased in one of our stores, please see in store for details of exchanges and refunds.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@venilals.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Return postage is the customer’s responsibility — you can post the item back or return it in person at any of our Ealing Road stores. Items sent back to us without first requesting a return will not be accepted. If your item is faulty, damaged or not as described, we will cover the cost of the return.

You can always contact us for any return question at info@venilals.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Gift cards are non-refundable. If you bought a sale item online, you may still cancel and return it within 14 days of delivery in line with the Consumer Contracts Regulations 2013; personalised, custom-made and perishable items remain excluded as described above.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days of us receiving your return. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 in respect of faulty, damaged or misdescribed goods.