Return and Refund Policy

General Return Policy

We have a 14-day return policy, which means you have 14 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, unused, unopened, with all original packaging, seals, labels, accessories, and proof of purchase.

This does not affect your legal rights if the item is defective, damaged, incorrect, or not as described.

To start a return, you can contact us at service@venalisa.com. If your return is accepted, we will send you instructions on how and where to send your package.

Items sent back to us without first requesting a return may not be accepted.

You can always contact us for any return question at service@venalisa.com.

EU Right of Withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from an eligible online purchase within 14 days without giving any reason.

The withdrawal period will expire 14 days after the day on which you, or a person appointed by you, receive the goods.

If your order is delivered in multiple shipments, the withdrawal period will expire 14 days after the day on which the last item in your order is delivered.

How to Exercise Your EU Right of Withdrawal

To exercise your EU right of withdrawal, you may use the withdrawal button or link on our website, such as “Exercise your EU right of withdrawal” or “Withdraw from contract here”.

When submitting a withdrawal request, you may be asked to provide the following information:

• Your name
• Your email address
• Your order number or order reference
• The item or items you wish to withdraw from

After you confirm your request, we will send you an acknowledgement by email.

You may also contact us at service@venalisa.com if you need help with your withdrawal or return request.

Return Shipping Fee

Unless the item is defective, damaged, incorrect, or not as described, the return shipping fee is paid by the buyer.

If you are returning an item under the EU right of withdrawal, you are responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires otherwise.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, leaking, incorrect, or not as described, so that we can evaluate the issue and make it right.

Please contact us at service@venalisa.com with your order number and clear photos or videos showing the issue.

If the issue is confirmed, we may offer a replacement, refund, or other reasonable solution in accordance with applicable consumer protection laws.

Non-Returnable Items

For health and hygiene reasons, we may not accept returns of the following items unless they are defective, damaged, incorrect, or not as described:

• Opened or used gel polish, nail gel, base coat, top coat, or similar nail products
• Products with broken seals or damaged original packaging
• Products that show signs of use, leakage, contamination, or improper handling
• Gift cards, where applicable
• Customised or personalised products, where applicable

Exchanges

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

We do not guarantee exchanges, and all exchange requests are subject to product availability and return eligibility.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not.

If approved, you will be automatically refunded to your original payment method. Please remember it can take some time for your bank, credit card company, or payment provider to process and post the refund.

For eligible EU withdrawal requests, we will process the refund without undue delay and no later than 14 days after receiving your withdrawal request. However, for physical goods, we may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back.

If you withdraw from the full order, we will refund the product price and the standard outbound delivery cost you paid, where applicable.

Extra costs for express, premium, or upgraded shipping options are not refundable beyond the cost of our standard delivery option.

Original shipping fees may not be refunded for partial returns, unless required by applicable law.

Order Cancellations Before Fulfilment

If your order has not yet been fulfilled or shipped, you may request cancellation through your order page, customer account, withdrawal/cancellation button, or by contacting us at service@venalisa.com.

If the order has already been fulfilled or shipped, you may need to wait until delivery and then request a return or exercise your EU right of withdrawal, if applicable.

Contact Us

For return, refund, cancellation, or EU withdrawal questions, please contact us at:

Email: service@venalisa.com