Return Policy

Return & Refund Policy

At Venus Haven, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to make it right.

Returns

  • We accept returns within 30 days of the delivery date
  • Items must be unworn, unwashed, and complete with all tags intact
  • Items must be in their original, unused condition with all packaging intact
  • Sale items and personalised products are final sale and cannot be returned

Non-Returnable Items

The following items cannot be returned:

  • Underwear and swimwear (if the hygiene seal is broken or missing)
  • Personalised or custom items
  • Any item not in its original condition or missing tags/packaging

Change of Mind Returns

Changed your mind? No problem. We accept change of mind returns within 30 days of delivery, provided the item is unworn, unwashed, and in its original condition with all tags intact. Please note that return shipping costs for change of mind returns are the responsibility of the customer.

How to Start a Return

Starting a return is simple. Just follow these steps:

  1. 📧 Email us at hello@venushaven.com with your order number and the reason for your return
  2. ⏳ Wait for confirmation — our team will respond within 24 hours with your return instructions and shipping address
  3. 📦 Pack your item securely in its original packaging with all tags attached
  4. 🚚 Send it back using a trackable shipping method — please keep your postage receipt and tracking number as proof of return. Venus Haven is not responsible for items lost in transit without proof of postage.
  5. ✅ Get your refund — once we receive and inspect your item, we will process your refund within 5–7 business days

Return Shipping

Return shipping costs are the responsibility of the customer unless the item received was faulty, damaged, or incorrect. In those cases, we will cover the return shipping at no cost to you.

Refunds

  • Refunds are processed within 5–7 business days of receiving your return
  • Please allow additional time for your bank to reflect the payment back to your original payment method
  • Original shipping costs are non-refundable
  • You will receive an email confirmation once your refund has been processed

Exchanges

We don't currently offer direct exchanges. To get the right item quickly, we recommend placing a new order straight away so you don't miss out on stock, then return your original item for a full refund. Our team is happy to help if you need guidance — just email us at hello@venushaven.com.

Damaged or Incorrect Items

We're so sorry if your order arrived damaged or incorrect — that's not the Venus Haven standard. Please contact us within 48 hours of delivery with:

  • A photo of the damaged or incorrect item
  • Your order number

We will arrange a replacement or full refund at no cost to you. Our team will review your case and advise on next steps, which may include returning the item. We aim to resolve all issues quickly and fairly.

Contact Us

For any return or refund queries, please reach out via our Contact page or email us at hello@venushaven.com. We aim to respond within 24 hours.