Refund policy

Return & Refund Policy — Ventro

Last updated: June 13, 2026

1. Overview

At Ventro, we are committed to ensuring your satisfaction with every purchase. Please read this policy carefully before placing an order, as it outlines your rights and responsibilities regarding returns and refunds.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The return request must be submitted within 14 days of the delivery date.
  • The item must be unused, unworn, and in its original condition.
  • The item must be in its original packaging with all tags, accessories, and documentation included.
  • Proof of purchase (order confirmation or receipt) must be provided.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that have been used, damaged, or altered after delivery.
  • Perishable goods, digital products, and downloadable content.
  • Sale or clearance items marked as final sale.
  • Customised or personalised items made to order.
  • Items without original packaging or proof of purchase.

3. Claimed Packages — No Refund Policy

Important Notice: Once a package has been claimed or signed for at the point of delivery, it is considered received and accepted by the customer. No refunds will be issued for packages that have been claimed, regardless of the reason, unless the item arrives in a demonstrably defective or damaged condition as noted at the time of collection.

We strongly advise customers to inspect their package before claiming or signing for it. If you notice visible damage to the outer packaging at the point of delivery, please:

  1. Refuse to accept the delivery, or
  2. Note the damage clearly on the delivery slip before signing.

Failure to do so may affect your ability to file a claim.

4. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at sklepbgur@gmail.com with:

  • Your order number
  • A description of the issue
  • Clear photographs of the damaged item and packaging

We will review your case and, if approved, offer a replacement or store credit at our discretion.

5. How to Initiate a Return

If you believe your order qualifies for a return under this policy, please follow these steps:

  1. Email us at sklepbgur@gmail.com with your order number and reason for return.
  2. Wait for approval — our team will respond within 2–3 business days.
  3. Once approved, you will receive return instructions and a return address.
  4. Ship the item back using a trackable courier service. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Note: Items sent back without prior approval will not be accepted and may not be returned to the sender.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 5–10 business days to your original payment method.
  • Shipping fees are non-refundable.
  • If a refund is delayed beyond 10 business days, please contact your bank or payment provider before reaching out to us.

7. Exchanges

We only replace items if they are defective or incorrect. If you need an exchange, contact us at sklepbgur@gmail.com and we will guide you through the process.

8. Contact Us

For any questions about this policy, please reach out to our support team:

  • Email: sklepbgur@gmail.com
  • Response time: 2–3 business days

Ventro reserves the right to update or modify this policy at any time without prior notice. The version published on our website at the time of your purchase will apply.