Return, Refund and Exchange Policy
Effective date: 28 July 2026
We want you to be able to shop with clear and fair return terms. This policy explains Ventayan’s 30-day return promise, free prepaid returns, exchanges, damaged or faulty goods, inspections and refund timing.
This policy is in addition to, and does not replace or restrict, your statutory consumer rights.
30-day return period
You may request a return or exchange within 30 calendar days after the day your order is delivered.
The return policy applies to:
• full-price products;
• sale or promotional products;
• massagers and other personal-use products;
• home and décor products;
• pet products; and
• every other product category sold by Ventayan,
provided that the return conditions below are met.
There is no category-wide “final sale” exclusion. Sale items and non-sale items are treated equally for return eligibility.
Return condition
For Ventayan’s voluntary 30-day return promise, a change-of-mind product must be:
• unused;
• undamaged;
• complete;
• returned with its original packaging;
• returned with all accessories, components, manuals, tags, seals and promotional items supplied with it; and
• accompanied by proof of purchase from Ventayan.
You may inspect a product in the way that would reasonably be permitted in a physical shop. During any applicable statutory cancellation period, we will not reject a return merely because you carried out that reasonable inspection. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the product and causes a loss in value, we may make a deduction only to the extent permitted by law.
A product that has been used, installed, washed, altered, damaged after delivery, contaminated, returned incomplete or handled beyond reasonable inspection may not qualify under our voluntary change-of-mind promise. This does not affect remedies that may apply if the product was faulty, unsafe, damaged on arrival, not as described or otherwise non-conforming.
How to request a return
To begin a return:
1. Email sales@ventayan.com within 30 days after delivery.
2. Include your order number, the product you want to return and whether you prefer a refund or exchange.
3. If the product is faulty, damaged or incorrect, include a brief description and clear photographs or video where reasonably possible.
4. Wait for written approval, return instructions and the prepaid return label.
5. Package the product securely and follow the label and carrier instructions.
You do not need to give a reason when exercising a statutory right to cancel or when making an eligible change-of-mind return under our 30-day promise. Asking for a reason helps us improve but is optional in those circumstances.
After notifying us, send the product back without undue delay and, where reasonably possible, within 14 days after receiving the return instructions.
Free return shipping
Approved returns are free when you use the prepaid return label and instructions supplied by Ventayan. We do not charge a restocking fee or return-handling fee for an eligible return.
Free return shipping applies only through the return method authorised by Ventayan. We cannot reimburse a shipping charge that you arrange independently without our prior written approval.
Do not use the registered office as a return address
The registered office at Carrer de la Creu Coberta, 77, Barcelona is not a return centre.
Do not send a return:
• to the Barcelona registered office;
• to an address printed on the original parcel; or
• using an address obtained from another website or source.
The correct destination will be provided with the approved prepaid return label. Return facilities may vary according to the product and fulfilment route.
Exchanges
Eligible products may be exchanged without a return-shipping charge, subject to product availability.
Tell us which replacement product or variant you want when requesting the exchange. If the requested replacement is unavailable, if there is a material price difference or if a direct exchange cannot be processed through the payment system, we may offer another available option or issue a refund so that you can place a new order.
An exchange product is subject to the same product, delivery and return terms as a new order. We will provide tracking when the replacement is dispatched.
Faulty, damaged, unsafe, incomplete or incorrect products
Inspect your order after delivery. Contact sales@ventayan.com as soon as reasonably possible if a product:
• arrives damaged;
• is faulty or unsafe;
• is not as described;
• is not fit for its usual purpose;
• is missing components; or
• is different from the product ordered.
We may ask for photographs, video, packaging information or other reasonable evidence to understand the issue. Where a return is required, we will provide a prepaid return label.
Depending on the circumstances and your legal rights, the available remedy may include a refund, repair or replacement. A request to provide evidence or follow return instructions does not remove your statutory rights.
Inspection and approval
Returned products are inspected after they reach the approved return facility. We will notify you when the return has been reviewed and whether the requested refund or exchange is approved.
For a change-of-mind return, the product must satisfy the condition requirements above. For a faulty or non-conforming product, we will assess the issue consistently with applicable consumer law.
Refund timing and method
After the return conditions have been met and the refund is approved, Ventayan will initiate the refund to the original payment method within 24 hours.
Your bank, card issuer, wallet provider or Klarna may then take up to 10 business days to post the credit or update the payment plan. This external processing time is outside Ventayan’s direct control.
Refunds are issued to the original payment method unless the law requires otherwise. If the original method is unavailable, contact us so that a lawful alternative can be arranged after identity and payment verification.
Because standard shipping is free, there is normally no outbound standard shipping charge to refund. Nothing in this policy removes any legal right to reimbursement of standard delivery charges where such a charge was paid.
Pre-dispatch cancellations
For an operational cancellation before fulfilment, contact us within 12 hours after placing the order. See the Order Cancellation and Changes Policy. If the order has already entered fulfilment or been dispatched, it may not be possible to intercept it, but you may still use the applicable cancellation and return rights described in this policy.
Statutory rights
Ventayan’s 30-day return promise does not reduce rights available under applicable UK consumer law.
For online orders, a consumer will normally have a legal right to notify the trader of cancellation within 14 days after delivery, without giving a reason, and then return the goods within the applicable legal period. Goods must also be of satisfactory quality, fit for purpose and as described. Faulty or non-conforming goods may give rise to rights to reject, repair, replacement, price reduction or refund depending on the circumstances and timing.
Ventayan does not provide a separate commercial warranty unless a product page expressly states otherwise. The absence or expiry of a commercial warranty does not affect statutory rights.
Fraud or return abuse
We may investigate and refuse a claim that is fraudulent, uses falsified evidence, concerns a product not purchased from Ventayan or materially abuses the return process. Any decision will be made reasonably and will not restrict genuine statutory rights.
Contact
Email: sales@ventayan.com | Telephone: +34 634 74 20 49
