Return & Refund Policy

We want every Venlis piece to look right, fit right and feel right. If it doesn't, here's how returns, refunds and exchanges work.

About Venlis and Customer Support

Company: Research Network Technology Ltd
Address: 1312 17th Street #692 Denver CO 8020
Email: support@venlis.co

Returning Your Purchase

Incorrect items, sizes or colours

If you receive a different item, size or colour from what you ordered, email support@venlis.co within 7 days of delivery with your order number and a photo of what arrived. We'll send the correct item free of charge and provide a prepaid return label for the wrong one. If the correct item is no longer available, we'll give you a full refund, including the original shipping cost.

Change-of-mind returns

Not feeling it? You can return eligible items within 14 days of delivery for any reason, as long as they meet our return conditions below. Return shipping for change-of-mind returns is paid by the customer, and original shipping charges are non-refundable. Once your return is received and checked, we'll refund the item price to your original payment method.

Lost Parcels, Product Faults and Refunds

Missing deliveries

A parcel is considered lost if tracking shows no movement for 15 consecutive business days, or if it hasn't arrived 15 business days after the estimated delivery window. Contact us and we'll open an investigation with the carrier. Once the loss is confirmed, you can choose a free replacement or a full refund, including shipping.

We can't refund parcels that tracking shows as delivered and that were later taken from the delivery location, or parcels sent to an incorrect address entered at checkout.

Damage on arrival and manufacturing defects

If your item arrives damaged in transit, contact us within 7 days of delivery. For manufacturing faults such as split seams, broken zips or misprints, contact us within 7 days of delivery. Send your order number with clear photos of the item and packaging, and we'll offer a replacement or full refund, including shipping. If we need the item back, we'll send you a prepaid label.

Normal wear and tear, pilling, fading from washing, shrinkage from not following the care label, accidental damage and alterations are not covered.

Refund processing times

Approved refunds are issued within 5 business days to your original payment method. Your bank or card provider may take a further 5 to 10 business days to show it on your statement.

Choosing a Replacement Item

Need a different size or colour? Request an exchange within 14 days of delivery. The item must meet our return conditions, and exchanges depend on stock availability.

  • Price difference: if the new item costs more, you pay the difference; if it costs less, we refund the difference.
  • Shipping: for size or style swaps, the customer covers return shipping and standard shipping on the replacement. Exchanges for wrong or faulty items are completely free.
  • Out of stock: if your replacement isn't available, we'll offer a refund or an alternative.

Item Condition and Return Eligibility

To qualify for a return or exchange, items must be:

  • Returned within the time limit that applies above
  • Unworn, unwashed and in original condition
  • Free from stains, makeup, deodorant, perfume, pet hair or smoke odours
  • Returned with all original tags attached and in original packaging
  • Accompanied by your order number or proof of purchase

Items that don't meet these conditions may be rejected and sent back to you, or the refund may be reduced to reflect any loss in value.

Products Excluded from Standard Returns

Unless they arrive wrong, damaged or faulty, we can't accept returns or exchanges on:

  • Items marked as final sale at the time of purchase
  • Gift cards
  • Items that have been worn, washed, altered or damaged after delivery

Submitting and Shipping a Return

  • Contact our support team

    Email support@venlis.co with your order number, the item(s) you're returning or exchanging, and the reason. Include photos for wrong, damaged or faulty items.

  • Wait for return authorisation

    We'll reply within 24 to 48 business hours with your return authorisation and return address. Please don't send items without approval, as unapproved returns may not be processed.

  • Prepare your parcel

    Place items in their original packaging with tags attached, and include a note with your order number.

  • Send your return with tracking

    Use a tracked shipping service and keep the tracking number. For wrong or faulty items, use the prepaid label we send you.

  • Return inspection and resolution

    We'll inspect your return within 3 business days of receiving it and email you to confirm your refund or ship your exchange.

We're not responsible for returns lost in transit without tracking, so we strongly recommend a tracked service.

Return Shipping Address

Fulfillment Hub USA
4930 Zambrano St, Commerce, CA 90040
United States

Need Help with Your Order?

Questions? Email support@venlis.co and our team will reply within 24 to 48 business hours.