Refund policy

RETURN, REFUND & CANCELLATION POLICY

We want you to be satisfied with your purchase. This policy explains when returns, exchanges, cancellations, and refunds are available for our apparel, jewelry, personalized products, and other merchandise.

Because many of our products are made to order or personalized specifically for each customer, different rules apply to standard products and personalized/custom-made products.

1. 30-DAY RETURN POLICY

For eligible non-personalized products, we offer a 30-day return period beginning on the date you receive your order.

To be eligible for a return, the item must:

  • Be in the same condition in which it was received.
  • Be unworn, unused, and unwashed.
  • Include all original tags, accessories, and components.
  • Be returned in its original packaging where applicable.
  • Include the receipt or other proof of purchase.

To request a return, please contact: support@venirnova.com

Please include your order number and the reason for your return.

If your return is approved, we will provide return instructions and, where applicable, a return shipping label.

Do not send products back without contacting us first. Returns sent without prior authorization may not be accepted.

2. PERSONALIZED & CUSTOM-MADE PRODUCTS

Personalized and custom-made products are created specifically according to the information submitted with your order.

This includes, but is not limited to:

  • Personalized name necklaces
  • Personalized bracelets
  • Custom jewelry
  • Apparel printed with names
  • Custom text or messages
  • Numbers or dates
  • Photos
  • Customer-submitted designs
  • Custom graphics
  • Other customer-requested personalization

Because these products are made specifically for each customer, personalized and custom-made items are not eligible for return, exchange, cancellation, or refund due to a change of mind, incorrect selection, or customer input error once production has begun.

This restriction does not affect claims involving products that arrive damaged, defective, misprinted, or materially different from the order due to our error.

3. PERSONALIZATION RESPONSIBILITY

Customers are responsible for reviewing all personalization information before submitting an order.

Please carefully check:

  • Names and spelling
  • Initials
  • Dates
  • Numbers
  • Photos
  • Messages
  • Jewelry personalization
  • Name codes
  • Product size
  • Product color
  • Design option
  • Other customization details

Orders are produced according to the information submitted at checkout.

Name Code Products

For products that use a predefined name code, the personalized name will be produced according to the name associated with the selected code.

Please review the selected name code carefully before placing your order.

If your preferred name is not available in the predefined options, select the customization option marked:

β€œYOUR NAME”

and enter the exact name you would like us to produce.

We are not responsible for spelling mistakes, incorrect name codes, incorrect sizes, incorrect colors, or other personalization errors submitted by the customer.

However, if the finished product does not match the personalization information correctly submitted with the order, please contact us under the Damaged, Defective or Incorrect Items section below.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it is delivered.

Contact us if your item arrives:

  • Damaged
  • Defective
  • Misprinted
  • With incorrect personalization caused by our production error
  • With the wrong product
  • With the wrong size or variant compared with your order
  • Materially different from what was ordered

Please report these issues within 7 days of delivery by contacting:

support@venirnova.com

Include:

Order number + description of the issue + clear photos of the product and packaging.

We may request additional photographs or information so that we can evaluate the issue.

If the issue is confirmed to have resulted from our production or fulfillment error, we will provide an appropriate resolution, which may include:

Replacement, reprint, or refund, depending on the circumstances.

You will not be required to return an item when photographic evidence is sufficient for us to verify the issue.

5. NON-RETURNABLE ITEMS

The following items are generally not eligible for voluntary returns or exchanges:

Personalized or custom-made products
Products manufactured according to customer-submitted specifications or personalization.

Used or worn products
Products showing signs of wear, washing, alteration, damage, or use after delivery.

Final-sale items
Products clearly marked as Final Sale at the time of purchase.

Gift cards
Gift cards are non-returnable and non-refundable except where required by applicable law.

Items that are damaged, defective, incorrect, or otherwise covered by mandatory consumer rights remain subject to applicable law.

6. ORDER CHANGES & CANCELLATIONS

Because many of our products are made to order, production may begin shortly after an order is placed.

If you need to change or cancel an order, contact us as soon as possible at: support@venirnova.com

Before Production Begins

If your order has not yet entered production or fulfillment, we may be able to:

  • Change eligible order information.
  • Update eligible personalization details.
  • Cancel the order.
  • Issue a refund.

Changes and cancellations are not guaranteed because orders may enter production quickly.

After Production Begins

Once a personalized or custom-made order has entered:

Production, printing, engraving, customization, or fulfillment

it generally can no longer be changed or canceled for a full refund.

If cancellation is still operationally possible after production has begun, we may, at our discretion and where permitted by applicable law, offer a partial refund after deducting non-recoverable production and handling costs.

After Shipment

Once an order has been shipped, it cannot be canceled.

The applicable return policy will then depend on whether the product is personalized or non-personalized.

7. INCORRECT SIZE, COLOR OR PRODUCT OPTION

Please review all product options carefully before completing your purchase.

For personalized or made-to-order products, we cannot normally offer a return, exchange, or refund when the customer selected:

  • The wrong size
  • The wrong color
  • The wrong product
  • The wrong design
  • The wrong name code
  • Incorrect personalization

If we produced or shipped a product that is different from the option correctly submitted with your order, please contact us within 7 days of delivery.

8. UNAUTHORIZED OR FRAUDULENT ORDER CLAIMS

By completing an order, the purchaser represents that they are authorized to use the payment method submitted at checkout and that the information provided with the order is accurate.

If you believe that an order was placed without your authorization, please contact us immediately at: support@venirnova.com

We will review the order status and assist where reasonably possible.

You should also report any suspected unauthorized transaction directly to your:

Bank, card issuer, or payment provider.

If the order has not yet entered production, we may be able to stop or cancel it.

If the order has already entered production, fulfillment, or shipment, cancellation may no longer be possible.

Unauthorized transaction claims, chargebacks, and payment disputes will be reviewed based on the available order records, payment information, fulfillment records, tracking information, and applicable law.

9. EXCHANGES

For eligible non-personalized products, the fastest way to obtain a different item, size, or style is to:

Request a return for the original item and place a new order for the replacement item.

Once your return has been approved, you may place a separate order for the product you prefer.

Personalized and custom-made products are not eligible for exchanges because they are manufactured specifically for the customer, except where the product is defective, damaged, misprinted, or incorrect due to our error.

10. REFUNDS

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within approximately: 10 business days after approval.

Please note that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

Shipping charges, expedited shipping fees, and other non-refundable charges may not be included in a voluntary return refund unless required by applicable law or the return resulted from our error.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact: support@venirnova.com

11. EU RIGHT OF WITHDRAWAL

Customers located in the European Union may have a statutory right to withdraw from certain online purchases within 14 days after receiving the goods, subject to applicable consumer protection laws.

However, EU consumer rules provide an exception for goods that are made to the consumer's specifications or clearly personalized. Accordingly, the statutory withdrawal right generally does not apply to personalized or custom-made products created specifically according to the customer's specifications.

This may include products personalized with:

  • Names
  • Initials
  • Custom text
  • Dates
  • Photos
  • Custom artwork
  • Customer-selected personalization
  • Other customer-specific modifications

This personalized-goods exception does not remove applicable consumer rights when goods are faulty, damaged, or do not conform to what was ordered. EU consumer guidance provides separate statutory protections for faulty or non-conforming goods.

For eligible non-personalized products, EU withdrawal rights will be handled in accordance with applicable law.

12. RETURN SHIPPING

Do not return an item until your return request has been approved.

Once approved, we will provide the applicable return instructions, including where the package should be sent.

Return shipping responsibility may depend on the reason for the return.

Return Due to Change of Mind

For an eligible voluntary return of a non-personalized product, return shipping costs may be the customer's responsibility unless otherwise stated or required by applicable law.

Return Due to Our Error

If we confirm that the item is damaged, defective, incorrect, or materially different from the order due to our error, we will provide an appropriate resolution and, where a physical return is required, applicable return instructions.

EU rules also distinguish between ordinary withdrawal returns and returns involving faulty goods; for an ordinary withdrawal the consumer can generally be responsible for return shipping if informed in advance, while remedies for faulty goods cannot impose such costs on the consumer.

13. RETURN CONDITIONS

Returned products must be packaged appropriately to prevent damage during transit.

We reserve the right to reject a voluntary return if:

  • The item was returned without authorization.
  • The item is outside the applicable return period.
  • The item has been worn, washed, used, altered, or damaged after delivery.
  • Required tags or components are missing.
  • The product is personalized or custom-made.
  • The item was clearly marked as Final Sale.
  • The returned product does not match the product originally purchased.

These conditions do not limit any mandatory rights available to customers under applicable consumer protection laws.

14. CONTACT US

For questions regarding:

Returns β€’ Refunds β€’ Exchanges β€’ Cancellations β€’ Damaged Items β€’ Incorrect Orders β€’ Personalization Issues

Please contact: support@venirnova.com

To help us resolve your request quickly, please include your order number and any relevant photos or supporting information in your email.