Refund policy

Return window
You have 60 days from the date you receive your order to request a return.

How to request a return
1. Email us at help@tryvenu.com with your order number, the reason for your return, and photos of the item.
2. If the device is not working as expected, we will first help you troubleshoot it. Most issues are solved this way, and we may ask for a short video of the device to guide you.
3. If a return is approved, we will email you a Return Authorization (RMA) number and the return address.

Returns sent without prior approval and an RMA number cannot be accepted or refunded.

Return conditions
- The item must be returned in its original packaging, with all components and accessories.
- Please write your RMA number on the outside of the parcel and include your order number inside.
- Return shipping is arranged and paid by the customer.
- You must use a tracked shipping service. Keep your postage receipt and tracking number and send us the tracking number once shipped. We cannot refund returns sent without tracking or returns that are lost in transit.
- International return transit can take 2–5 weeks.

Hygiene and intimate-use products
For hygiene reasons, intimate-use devices that have been unsealed and/or used cannot be returned for a change of mind. This does not affect your rights if the item is defective.

Damaged, defective or wrong items
Please inspect your order upon delivery. If your item arrives damaged, is defective, or you received the wrong item, contact us at help@tryvenu.com with your order number and photos, and we will make it right.

Refunds
Once your return arrives and has been inspected, we will email you to confirm whether the refund is approved. Approved refunds are processed within 1–2 business days to your original payment method and usually appear within 3–7 business days, depending on your bank or card issuer.
Refunds are issued for returned items only. We do not offer partial refunds.

Exchanges
The fastest way to get a different item is to return the original item and place a new order once your return is approved.

European Union – right of withdrawal
If your order is delivered within the European Union, you may cancel or return your order within 14 days of delivery without giving a reason. The return conditions above apply, including tracked shipping at your own cost. Sealed intimate-use products that have been unsealed after delivery are excluded from this right for hygiene reasons.

Contact
For any question about returns, email us at help@tryvenu.com.