Effective date: 28 July 2026

This Shipping Policy explains where Ventayan delivers, where orders are dispatched from, delivery charges, estimated delivery times, tracking, customs charges and what to do if a shipment is delayed.

Delivery area

Ventayan currently ships only to eligible addresses in mainland England, mainland Scotland and mainland Wales.

We do not currently ship to:

•      Northern Ireland;

•      the Channel Islands;

•      the Isle of Man;

•      Scottish islands; or

•      other offshore island destinations.

The checkout will indicate whether an address is eligible for delivery. We reserve the right to cancel and fully refund an order if the delivery address is outside our service area or cannot be served by our shipping partners.

Dispatch location

Orders are fulfilled and dispatched from our fulfilment partners in China. The merchant of record and the seller responsible for your order remains Nusmur, S.L., trading as Ventayan.

Because orders travel internationally, tracking may show several carriers or logistics facilities before the parcel reaches the final UK delivery carrier.

Shipping charge

Standard shipping is free on every order. There is no minimum order value and no standard delivery charge.

Processing and delivery estimates

Orders normally follow this schedule:

•      Order processing: 1–2 business days after the order is successfully placed and payment is authorised.

•      Transit after dispatch: approximately 4–5 business days.

•      Estimated total delivery time: approximately 5–7 business days from the order date.

Business days are Monday to Friday and exclude public holidays observed in the relevant processing, transit or delivery location.

Delivery dates are estimates rather than guaranteed appointment times. Carrier disruption, severe weather, customs inspections, peak shopping periods, public holidays, security checks, events outside our reasonable control or an incomplete address may cause delay.

If a product page or checkout gives a different delivery estimate for a particular item, the estimate presented for that item at checkout will apply.

Unless a different delivery period has been expressly agreed with you, we will deliver without undue delay and no later than 30 days after the contract is made. Your statutory remedies for late delivery are not affected by this policy.

VAT, customs duties and import charges

All prices shown to UK customers include applicable UK VAT where required.

Ventayan covers applicable import duties and customs charges for delivery to an eligible UK address. You should not be required to pay an additional import tax, customs duty or courier customs-handling charge when the parcel is delivered.

If a carrier unexpectedly asks you to pay an import or customs charge, do not pay it without first contacting sales@ventayan.com. Send us your order number and a copy or photograph of the request so that we can investigate.

Order confirmation and tracking

After you place an order, we will send an order confirmation to the email address provided at checkout. When the order is dispatched, we will send tracking information when available.

Tracking information may take a short time to begin showing movement after the dispatch notification. This does not necessarily mean the parcel has not been handed to the shipping network.

If an order contains several products, the products may be sent in separate parcels. You will not be charged extra shipping, and each parcel may have a different tracking number or delivery date.

Address accuracy and changes

You are responsible for checking that the recipient name, postcode, street address, flat or unit number, telephone number and email address are complete and accurate before submitting the order.

If you need to correct an address, contact sales@ventayan.com immediately. We can normally consider a change only if:

•      the request is received within 12 hours after the order was placed; and

•      the order has not entered fulfilment.

We cannot guarantee that an address can be changed after an order is placed. Once an order has entered fulfilment or has been dispatched, we may be unable to redirect it.

Failed delivery and returned parcels

Please follow any delivery instructions or collection notice issued by the carrier. If a parcel is returned to the sender because the address was incomplete, the recipient could not be reached, delivery was refused or the parcel was not collected, contact us. We will review the circumstances and explain the available redelivery, replacement or refund options.

Nothing in this section limits your statutory rights or transfers to you a risk that legally remains with Ventayan before delivery.

Risk of loss

Ventayan remains responsible for the goods until they are delivered into the physical possession of you or a person identified by you to receive them, except where you independently arrange a carrier that we did not offer.

Delayed, missing or damaged parcels

If a parcel is late, marked as delivered but cannot be found, arrives visibly damaged or contains a damaged or incorrect product, follow the Order Tracking and Delivery Issues Policy and contact sales@ventayan.com as soon as reasonably possible.

Contact

Questions about shipping may be sent to:

Email: sales@ventayan.com

Telephone: +34 634 74 20 49

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

We offer a satisfaction guarantee and a prompt resolution if you are not satisfied. Please contact our team within 30 days of purchase.