Order Cancellation Policy

At Venus Noir, we want every purchase to feel considered and clear. This Policy explains how to cancel an order for physical products bought through venusnoir.net, including before dispatch and after delivery.

It should be read alongside our Refund and Returns Policy. Nothing in either policy limits your statutory consumer rights.

If you wish to cancel an order before it has been dispatched, please email support@venusnoir.net as soon as possible with your order number and the email address used at checkout. If the order has not been dispatched, we will cancel it and refund the amount paid, including any delivery charge, to the original payment method.

If the parcel has already entered the delivery network, we may be unable to stop its journey. You may still have a statutory right to cancel after delivery, as explained below. Dispatch itself does not remove that right.

For eligible online purchases, you may tell us that you wish to cancel without giving a reason within fourteen (14) days after the day you receive the goods. If an order is delivered in separate parcels, the period generally runs from receipt of the final parcel.

To exercise this right, email support@venusnoir.net

Some sealed goods cannot be returned for health protection or hygiene reasons once their hygiene seal has been broken after delivery. Where that legal exception applies, the change-of-mind cancellation right is lost for the unsealed item. A product is not automatically excluded merely because it is an intimate wellness product or because its outer shipping packaging has been opened.

Where the applicable hygiene seal remains intact and the goods are otherwise eligible, the usual cancellation right applies. This exception does not affect your rights if goods are faulty, damaged or not as described.

After notifying us of an eligible cancellation, please send the goods back within fourteen (14) days. We will promptly provide the return address and practical instructions. Your clear cancellation notice is what exercises your right; you do not need our prior approval to give that notice.

Please take reasonable care of the goods while they are with you. For a change-of-mind return, you are responsible for the direct cost of sending goods back where this was clearly stated before purchase. If goods are faulty or were supplied incorrectly, contact us so we can arrange an appropriate remedy and reasonable return costs.

For an eligible cancellation, we will refund the price paid and any standard outbound delivery charge. If you chose a more expensive delivery service, the additional cost of that upgrade is not normally refundable.

We may wait until we receive the returned goods, or evidence that you have sent them back, before issuing the refund. We will then refund without undue delay and within the period required by law, using the original payment method unless you expressly agree otherwise. We will not impose a refund fee. A lawful deduction may apply if the goods have diminished in value because of handling beyond what is necessary to establish their nature, characteristics and functioning.

Your rights relating to faulty, damaged, unsafe, incorrectly supplied or misdescribed goods are separate from a change-of-mind cancellation. Please email support@venusnoir.netRefund and Returns Policy.

You may copy and email the following form to support@venusnoir.net. It is optional; any clear statement of cancellation is sufficient.

I give notice that I cancel my contract of sale for the following goods:

• Goods and order number:
• Ordered on / received on:
• Customer name:
• Customer address:
• Date:

Signature (only if this form is sent on paper):

For cancellation and return enquiries, please contact Venus Noir at support@venusnoir.net. Please include your order number where available. We aim to respond within one to two business days.