Returns & Refunds Policy

At Vennzor, we prioritize transparency and your everyday wellbeing. We want you to be fully informed about your consumer rights regarding returns, refunds, and contract withdrawals in Germany, Austria, and France.

Our returns policy is structured in strict accordance with the European Union Consumer Rights Directive. Please read the terms below carefully to understand the procedures and conditions for returning products purchased on our store.

1. Statutory Right of Withdrawal (14-Day Return Window)

By law, you have the right to withdraw from your purchase contract within fourteen (14) days without giving any reason. The withdrawal period will expire 14 days from the day on which you, or a designated third party (other than the carrier), take physical possession of the last item of your order.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired by emailing us at team@vennzor.com.

2. Strict Hygiene and Health Exemptions

Because Vennzor sells nutritional supplements, cosmetics, and beauty products, we must adhere to strict public health and safety standards.

Pursuant to Article 16(e) of the European Union Consumer Rights Directive (and corresponding national laws in Germany, Austria, and France), the right of withdrawal does not apply to:

"the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery."

What does this mean for your order?

  • Nutritional Supplements: Can only be returned if the bottle is completely unopened, the safety neck-seal is intact, and any outer protective wrapping remains undamaged.
  • Cosmetic & Skincare Products: Can only be returned if the product has not been opened, used, or unsealed. Skincare creams, serums, and personal care products must have their original protective foil or box-seals entirely intact.

If you unseal, open, or use a product, you lose your statutory right to return it due to hygiene and health protection guidelines. We inspect all returned items upon arrival at our warehouse partners.

3. Step-by-Step Return Procedure

To initiate a return under your statutory right of withdrawal, please follow these steps:

Step Action Required
Step 1: Notification Contact our support team at team@vennzor.com within 14 days of delivery. State your order number and list the items you wish to return.
Step 2: Return Instructions Our team will verify the eligibility of your items and provide you with the specific returns address of our corresponding brand warehouse partner.
Step 3: Shipping Pack the items securely in their original packaging. Ship the package using a tracked shipping service. Note: You must bear the direct cost of returning the goods.

4. Return Shipping Costs

  • Voluntary Returns (Withdrawal): You must pay the direct costs associated with returning the goods to our warehouse. We strongly recommend using a tracked shipping service (such as DHL) with proof of postage, as we cannot issue refunds for parcels lost in transit.
  • Defective, Damaged, or Incorrect Items: If you receive an item that is damaged, defective, or incorrect, Vennzor will cover the return shipping costs. Please see Section 6 for details.

5. Refund Process and Timing

Once we receive and inspect your returned items, we will notify you of the status of your refund. If your return meets our eligibility criteria (goods are sealed, undamaged, and unused), we will process your refund.

  • Refund Method: Refunds are processed automatically to the original payment method used during checkout (Stripe gateway).
  • Refund Timeline: We will execute the refund within fourteen (14) days from the day we receive the returned goods at our warehouse, or from the day you provide verifiable proof that you have shipped the goods back to us, whichever is earlier.

6. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during shipping, is legally defective, or does not match the product you ordered:

  1. Contact us immediately at team@vennzor.com.
  2. Include your order number, a brief description of the issue, and clear photographic evidence of the damage, defect, or shipping error.
  3. Upon verification, we will provide you with a pre-paid shipping label to return the item free of charge, and we will issue a full refund or send a replacement product immediately.

7. Contact Information

For any inquiries regarding returns, cancellations, or refunds, please reach out to our customer support team:

VENNZOR LTD
Email: team@vennzor.com