Refund policy
At Venusrox we want every customer to be 100% satisfied. We want you to be delighted with your online purchase but if you are not you may exchange or return any item within 7 days of purchase, as long as it is unused and in its original packaging.
We will be happy to exchange the item with any item/s that is available within our store, subject to a balance being paid for items that are of a higher value than the original purchase.
For returned items, no cash refund is possible. Instead a credit note will be issued, which can be used in store or online within 6 months.
Delivery charges and gift wrapping are non-refundable.
For International orders, customs duties, sales taxes and admin charges are non-refundable. However, you may be able to recover these by contacting your local customs office directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
We reserve the right to refuse future sales or limit the quantity of items sold to any customer who, in our judgment, has an excessive history of returns or engages in abusive or fraudulent return practices. An excessive history of returns may include, but is not limited to, a high rate or frequency of returns, suspicious return patterns, or returns that appear to be motivated by abuse of the return policy. We will make such determinations at its sole discretion on a case-by-case basis
How do I return something?
Making a return or exchange is easy. Just email customerservice@venusrox.ae to notify us of your wish to return a purchase Please include the order reference number with your item when you return it. You will receive a confirmation of receipt of this notification, via email.
You can return an item to our store as long as you have your receipt or delivery note.
Alternatively you can send your return by post. Please make sure your items are securely wrapped and send your item(s) back to us at:
Returns Department
Venusrox
A40 Marina Village
Abu Dhabi
within 7 days of purchasing your order provided the above notification has been received.
Always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your order confirmation email, please include a letter giving your name, address, customer number/order reference number if possible, email address and daytime telephone number plus a note of what you are returning and why, and what you wish to exchange for.
Parcels are returned at your own cost, and we strongly recommend you a signed for service from the Postal Service as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
How do I arrange an exchange?
If you wish to exchange an item, we suggest you return the item using our return procedure, within 7 days of purchase, and order the new item separately.
Can I return an item to store?
You can return an item to our store as long as you have your receipt or order confirmation email.
Can I return an item I bought in store by post?
Yes, just make sure you enclose your original receipt and your name, address, a daytime telephone number and email address in case we need to contact you.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 5 working days to fulfill your request. Returns are dealt with in the order in which they are received.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 5 working days, please contact us at customerservice@venusrox.ae so we can investigate.
What if I think an item is faulty
If you think an item is faulty at time of purchase, please contact the Gallery and we will advise further on any investigations and assistance to resolve the matter
INTERNATIONAL RETURNS
For returns, international customers will continue to be responsible for paying carrier costs as per the existing return process.
For international orders, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Delivery charges on international orders are non-refundable.