Refund policy

Last updated: September 29, 2026

We want you to love your order. If something is not right, we are here to help.

1. Return window

You may request a return within 30 days of the date your order was delivered. Requests made after 30 days cannot be accepted.

2. Eligibility

To be eligible for a return, items must be:

Unworn, unwashed and unused
In their original condition, with all tags and packaging included
Free of stains, odors (including perfume or smoke) and pet hair

The following items cannot be returned unless they arrive damaged, defective or incorrect:

Items marked "Final Sale"
Holiday and seasonal items, such as Christmas sweaters
Slippers and robes that have been worn
Gift cards

3. How to start a return

Please contact us at admin.vensa@gmail.com before sending anything back. Include your order number, the item(s) you wish to return and the reason for the return. We will reply within 1 to 2 business days with return instructions and the return address.

Items sent back without first contacting us cannot be accepted.

4. Return shipping

Return shipping costs are paid by the customer and are non-refundable. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

5. Damaged, defective or incorrect items

If your item arrives damaged, defective or different from what you ordered, please email us at admin.vensa@gmail.com within 48 hours of delivery with your order number and clear photos of the item and packaging. We will send a free replacement or issue a full refund. In most cases, you will not need to return the item.

6. Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take a few extra days for the refund to appear.

7. Exchanges

We do not offer direct exchanges. If you need a different size or color, please return the original item following the steps above and place a new order.

8. Order cancellations

You may cancel your order within 12 hours of placing it by emailing admin.vensa@gmail.com. Once an order has been processed or shipped, it can no longer be cancelled, but it may be eligible for return under this policy.