Refund policy
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 support@venirnova.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@venirnova.com
Damages and Issues
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you received the wrong item. We may request photos of the product and packaging to evaluate the issue and provide a suitable resolution.
Exceptions / Non-Returnable Items
Due to the made-to-order nature of our products, we do not accept returns, refunds, or exchanges for personalized or custom-printed apparel, including items customized with names, numbers, messages, photos, or customer-requested designs.
All personalized names are selected based on the name code placed at the beginning of the product variant or order option. Please review your selected name code carefully before placing your order to avoid mistakes or misunderstandings.
If you cannot find your preferred name in the available name code options, please select the custom name option marked as "YOUR NAME" and enter your requested name for personalization.
Orders will be produced exactly according to the personalization details submitted by the customer, including selected name codes, custom names, sizes, and design options.
However, if your item arrives damaged, defective, misprinted, or significantly different from what you ordered due to our error, please contact us within 7 days of delivery and we will work to resolve the issue.
We also do not accept returns for sale items, gift cards, hazardous materials, flammable liquids, gases, or personal care goods.
Unauthorized Purchase, Fraudulent Order Claims & Cancellation Requests
By placing an order on our website, the customer confirms that they are authorized to use the selected payment method and that all order details submitted at checkout are accurate and complete. Orders can only be completed when the customer provides the required checkout information, including billing details, shipping details, product options, personalization details, and payment authorization. Therefore, we are not responsible for orders placed due to customer error, unauthorized use of a customer’s device, account, payment method, or personal information.
If you believe an order was placed without your authorization, please contact us immediately at support@venirnova.com. We will review the order status and assist where possible. However, unauthorized transaction claims must also be reported directly to your bank, card issuer, or payment provider.
If the order has not yet entered production, we may be able to cancel the order and issue a refund.
Because our personalized and custom-printed products are made to order, once an order has entered production, printing, customization, or fulfillment, it can no longer be canceled for a full refund.
For cancellation requests submitted within 1–2 business days after the order is placed, if the order is already being processed or has already been printed, customized, or prepared for fulfillment, we may approve a partial refund only. In this case, a production and handling fee of 30%–50% of the order value may be deducted to cover material costs, printing costs, labor, operational handling, and payment processing expenses.
Once an order has been shipped, it cannot be canceled. Personalized or custom-made items remain non-returnable and non-refundable unless they arrive damaged, defective, misprinted, or significantly different from what was ordered due to our error.
We reserve the right to refuse cancellation or refund requests that appear to be abusive, fraudulent, inconsistent with the order details submitted by the customer, or made after the order has entered production or fulfillment.
EU Right of Withdrawal
For customers located in the European Union, you may have a legal right to withdraw from your purchase within 14 days of receiving your order, subject to applicable consumer protection laws.
However, pursuant to Article 16(c) of Directive 2011/83/EU and other applicable laws, this right does not apply to personalized, custom-made, or made-to-order products manufactured according to the consumer's specifications or clearly personalized for the customer.
Therefore, orders containing personalized names, custom text, photos, custom designs, or other customer-specific modifications are not eligible for cancellation, return, or refund after production has begun, except where the product arrives damaged, defective, misprinted, or materially different from the approved order details.
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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@venirnova.com