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CUSTOMER CARE

Returns

We gladly accept returns and exchanges within 15 days of receipt. The customer is responsible only for additional shipping costs. Returns received outside the above time frame are not to be accepted.

Venera Arapu will only accept returns on non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging. Upon receipt of any order without tags please notify us immediately if you wish to return the item. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Please note that the customer is allowed to exchange an item only once. Thereafter, the customer is responsible for additional shipping costs.

The merchandise must be returned along with the completed Returns Form that was included with your order. Please note that unidentified returns/exchanges will be returned to the sender.

The merchandise must be returned in one mailing. We reserve the right to refuse multiple returns at different times from one order. We are not responsible for damaged or lost packages that are NOT shipped via UPS. We are not obliged to cover any shipping costs that are not provided by UPS. Return merchandise will be prepared and we will send UPS courier to pick up the package

When will I receive a refund for returned items?

When all requirements have been met, we will notify you and refund the entire cost of the returned product(s). Should you fail meet any of these requirements, you will be notified and have the possibility to have the merchandise returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.

A time frame of anywhere between 10-14 days should be calculated for the receipt of your returned merchandise and the return/refund process. The refund time frame depends on the credit card used. Please note that the refund will only be issued to the credit card used for the order. Normally credit appears within two months. In case the recipient of the product does not correspond with buyer of the product, a credit will be refunded to the original buyer and credit card holder. Wire transfer refunds usually take place within 10-14 days. The refund will only be issued to the same account from which the wire transfer payment was made for the order. Please note that shipping costs will not be refunded. Please note that store credit is non-transferable, non-refundable and does not expire.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

Can I return sale items?

No. We do not accept returns or refund request for sale items.

 Can I exchange an item for a different item?

Yes.

For more information, assistance, notifications and complaints send us an email on office@venera-arapu.ro

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