Return and Refund Policy

Venus Store  |  Effective 21 September 2026

This policy explains when a product can be returned, replaced or refunded and what evidence is needed. Because many beauty, personal-care and hygiene products are consumable or hygiene-sensitive, change-of-mind returns are not accepted. This does not limit rights that cannot lawfully be excluded.

Policy summary

Situation	Outcome
Change of mind, shade or fragrance preference	Not returnable or exchangeable.
Opened, used or seal-broken hygiene product	Not returnable unless defective, unsafe, wrong, expired or otherwise required by law.
Wrong, damaged, leaking, tampered, expired or materially defective item	Report promptly with evidence; replacement or refund after verification.
Missing item from a delivered parcel	Report within 24 hours of delivery with the parcel and packaging evidence.
Confirmed lost shipment	Replacement or refund after courier investigation.

 

Items not eligible for change of mind return

We do not accept returns or exchanges merely because a customer changed their mind, selected the wrong variant, dislikes a fragrance, shade, texture or result, found a lower price elsewhere, or no longer needs the product.

· Cosmetics, skincare, haircare, fragrances, toiletries, intimate-care, personal-care and other hygiene-sensitive or consumable goods once supplied correctly.

· Opened, used, tested, swatched, altered, washed, damaged or incomplete products.

· Products with a broken manufacturer seal, tampered label, removed serial or batch code, or missing outer packaging, accessories, gifts or invoices.

· Clearance, final-sale, promotional, free-gift and sample items, unless defective or otherwise required by applicable law.

Eligible complaints

Contact us immediately if the parcel or product is wrong, visibly damaged, leaking, tampered, expired at delivery, materially defective, or missing an item. Transit-visible complaints should reach us within 24 hours after the carrier records delivery. A latent defect that could not reasonably be discovered during that period should be reported promptly after discovery.

Do not use a product that appears damaged, contaminated, expired or unsafe. Keep the product, shipping box, protective material, labels and invoice until the case is resolved.

Evidence required

Send the following to our customer support address:

· Order number, product name and a clear description of the issue.

· Clear photographs of the product, batch and expiry information, invoice, outer parcel and shipping label.

· A continuous unboxing video beginning before the parcel is opened is strongly recommended for claims involving missing, wrong, leaking, damaged or tampered items.

· Any additional information reasonably needed to verify the complaint with the seller, brand or courier.

An unboxing video helps resolve disputes quickly, but a claim will be assessed on all available evidence and will not be rejected solely because a video is unavailable where other reliable proof exists or applicable law requires a remedy.

Inspection and resolution

1. We acknowledge the request and may ask for additional evidence.

2. We verify the order, product and shipment. We may coordinate with the manufacturer, distributor, courier or payment provider.

3. If approved, we may arrange reverse pickup or provide return instructions. Availability of reverse pickup depends on the delivery location.

4. After receipt and inspection, we provide the legally appropriate remedy: replacement, refund, or another mutually agreed resolution.

Do not send a product back without written authorization. Unauthorized or cash-on-delivery returns may be refused. If reverse pickup is unavailable, we will provide reasonable instructions for an approved return.

Condition of approved returns

Unless the complaint concerns the very condition complained of, the item must be unused and returned with all original packaging, seals, tags, batch labels, accessories, gifts and invoice. We may refuse a return that is unrelated to the approved complaint, contains a different product, or has been altered after delivery.

Refund method and timing

Approved refunds are issued to the original payment method. Where that is not technically possible, we may request verified bank details or offer another lawful method. We generally initiate a refund within 5 to 7 business days after approval or returned-item inspection. Banks and payment providers may require additional time to credit the amount.

Original delivery charges are refunded when required by law or when the entire order is refunded because of our error, a confirmed defect, or a confirmed lost shipment. Convenience, payment, gift-wrap or delivery charges are otherwise non-refundable to the extent permitted by law.

Refused delivery and broken parcel seal

If a parcel appears visibly opened, severely damaged or tampered with at the time of delivery, do not accept it where refusal is reasonably possible. Photograph the parcel and contact us immediately. Accepting a visibly tampered parcel may make courier verification more difficult, but it does not automatically remove any non-waivable consumer right.

Abuse and fraud prevention

We may reject claims supported by altered evidence, product substitution, repeated misuse, false non-delivery allegations, or return of counterfeit or different goods. We may suspend accounts or pursue lawful remedies where fraud is reasonably suspected.

Business identity and contact

Venus Store is a retail brand operated under Viscart Digital Ventures, a proprietorship of Deepika Arora. Payments, invoices and business operations for Venus Store are conducted under Viscart Digital Ventures.

Item	Details
Website	https://thevenusstore.com
Customer support	venusstore.care@gmail.com  |  +91 88511 92722
Grievance contact	Deepika Arora  |  viscartdigitalventures@gmail.com
Business address	666-D/4-A, Patparganj Road, Jheel Khurenja, New Delhi, Shahdara, Delhi 110051, India
GSTIN	07AIDPA8307K1ZE

 

Changes to this policy

We may update this policy for future orders. The version displayed when an order is placed will normally govern that order, subject to applicable law.