Refund and Returns Policy

1. Our Commitment

At Venus Noir, we understand that purchasing intimate wellness products requires trust, discretion and confidence.

We are committed to providing carefully selected premium products while ensuring every customer receives fair, transparent and professional support should a return, refund or replacement become necessary.

This Returns & Refund Policy explains your rights, our responsibilities and the process for requesting a return or refund.

Nothing contained within this Policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

2. Your Statutory Rights

If you are purchasing as a consumer, you benefit from legal rights that cannot be excluded or limited by this Policy.

These include, where applicable:

the right to receive Products that are of satisfactory quality;
the right to receive Products that are fit for their intended purpose;
the right to receive Products that match their description;
rights relating to faulty, damaged or incorrectly supplied Products;
cancellation rights applicable to eligible online purchases.

These statutory rights exist independently of this Returns & Refund Policy.

3. Cooling-Off Period

Where applicable under consumer protection legislation, you may cancel your purchase within fourteen (14) days of receiving your Product without giving a reason.

However, due to the intimate nature of many Products sold by Venus Noir, certain exceptions apply for reasons of hygiene and health protection.

These exceptions are explained below.

4. Hygiene & Intimate Products

The Products offered by Venus Noir are personal intimate wellness products designed for use on or near the body.

To protect the health, safety and wellbeing of all customers, we cannot accept returns of Products where:

the hygiene seal has been broken, removed or tampered with;
sealed packaging has been opened;
the Product has been used;
the Product has been altered or damaged after delivery;

unless the Product is faulty, damaged upon arrival or not as described.

This hygiene policy reflects the nature of the Products we sell and is consistent with applicable consumer protection legislation.

5. Products Eligible for Return

Subject to the conditions contained within this Policy, the following Products may generally be returned:

unopened intimate wellness devices with the original hygiene seal fully intact;
unopened accessories;
unopened storage products;
unopened gift packaging;
books or printed materials returned in their original condition;
clothing or lingerie that remains unworn, unwashed, hygienically protected and with all original tags attached.

Returned Products must remain in a condition suitable for resale unless they are being returned because they are faulty.

6. Products Not Eligible for Return

Unless faulty or otherwise required by law, we cannot accept returns of:

Products with broken or removed hygiene seals;
used intimate wellness devices;
opened lubricants, oils or other consumable Products;
Products damaged through misuse, accidental damage or failure to follow supplied instructions;
Products modified after delivery;
gift cards or digital gift vouchers;
Products purchased through unauthorised resellers.

Where a Product cannot legally or hygienically be resold, we reserve the right to decline the return in accordance with applicable consumer protection legislation.

7. Reasons for Return

Venus Noir may accept return requests for circumstances including:

Change of Mind

Where eligible under applicable consumer protection legislation and where the Product remains unopened, unused and hygienically sealed.

Faulty Products

Where a Product develops a manufacturing fault or arrives damaged.

Product Not as Described

Where the Product received materially differs from the description published on the Website.

Reasonable variations resulting from professional photography, lighting conditions, colour grading or individual screen settings, as described within our Terms of Service, shall not in themselves constitute a Product being “not as described.”

Incorrect Product Supplied

Where you receive a different Product from the one ordered.

8. How to Request a Return

If you believe you are entitled to return a Product, please contact our Customer Support team before returning any item.

Please include:

your full name;
your order number;
the Product concerned;
a brief description of the reason for the return;
photographs where the Product is believed to be faulty, damaged or incorrect.

This information enables us to assess your request as quickly as possible.

Return instructions will be provided once your return request has been approved.

Products returned without prior authorisation may experience delays in processing.

9. Return Authorisation

Where a return is approved, Venus Noir will provide:

a Return Authorisation reference;
return instructions;
any additional information required to complete the return process.

Customers should carefully follow the instructions provided to ensure the return can be processed efficiently.

Where return shipping is the customer’s responsibility, we recommend using a tracked postal or courier service and retaining proof of postage until the return has been successfully processed.

10. Assessment of Returns

Once an approved return has been received, Venus Noir will inspect the Product to confirm that it satisfies the conditions of this Policy.

Where additional information is required, we may contact you before making a final decision regarding your return.

We aim to assess returned Products as promptly as reasonably practicable and to keep you informed throughout the process.

11. Refunds

Where a refund is due under applicable consumer protection legislation or this Policy, it will be processed using the original payment method wherever reasonably possible.

If the original payment method is no longer available, we will contact you to arrange an appropriate alternative.

Refunds will normally include:

the purchase price of the eligible Product;
any standard delivery charges where required by applicable law.

Refund processing times may vary depending upon your payment provider or financial institution.

12. Repairs & Replacements

Where a Product is found to be faulty, damaged upon arrival or otherwise fails to meet the standards required by applicable law, Venus Noir will provide the appropriate remedy available under your statutory consumer rights.

Depending upon the circumstances, this may include:

repair of the Product;
replacement with the same or an equivalent Product;
a full or partial refund where applicable.

The most appropriate remedy will be determined in accordance with applicable consumer protection legislation and the specific circumstances of your claim.

Nothing within this Policy limits your statutory rights.

13. Optional Store Credit

In some circumstances, Venus Noir may offer store credit as an alternative resolution.

Store credit will only ever be offered as an optional goodwill gesture where appropriate and will never replace any statutory refund rights to which you are legally entitled.

Acceptance of store credit is entirely voluntary.

14. Exchanges

To provide the fastest and most efficient service, Venus Noir does not normally offer direct product exchanges.

If you would like a different size, colour or model, we recommend:

completing an approved return (where eligible); and
placing a new order for your preferred Product.

This approach allows replacement Products to be reserved and dispatched without unnecessary delay.

15. Promotional Purchases

Unless expressly stated otherwise at the time of purchase, Products purchased during promotional events, seasonal campaigns or sales remain subject to this Returns & Refund Policy.

Where a Product is identified as:

Final Sale;
Non-Returnable;
Clearance;

or similar,

the Product may not be eligible for return unless required by applicable consumer protection legislation.

16. Lost or Damaged Returns

Where customers are responsible for arranging return shipping, we recommend using a tracked postal or courier service and retaining proof of postage until the return has been confirmed as received.

Venus Noir cannot accept responsibility for returned parcels that are lost before reaching the authorised return destination.

If a returned Product is damaged during transit due to inadequate packaging, this may affect the outcome of the return assessment.

17. Fraud Prevention

To protect both our customers and our business, Venus Noir reserves the right to refuse returns where there is reasonable evidence of fraudulent or abusive activity.

Examples may include:

returning Products not purchased from Venus Noir;
returning counterfeit or imitation Products;
repeated abuse of our returns process;
providing false or misleading information;
attempting to obtain refunds dishonestly.

Where appropriate, suspicious activity may be reported to the relevant payment provider or competent authorities in accordance with applicable law.

18. Contacting Us

If you have any questions regarding this Returns & Refund Policy or require assistance with a return, our Customer Support team will be pleased to assist you.

Please contact:

Venus Noir

Website: venusnoir.net
Email: contact@venusnoir.net

We aim to respond to customer enquiries as promptly as reasonably possible.

19. Changes to this Policy

Venus Noir may update this Returns & Refund Policy from time to time to reflect changes in legislation, regulatory guidance, business operations or customer service practices.

The latest version will always be published on the Website.

Orders placed before any revised Policy takes effect will remain subject to the version applicable at the time the order was placed unless otherwise required by law.

Final Provisions

This Returns & Refund Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Nothing contained within this Policy limits or excludes any statutory rights available to consumers under applicable law.

This Policy should be read together with our:

Terms of Service;
Privacy Policy; and
Cookie Policy.

Thank you for choosing Venus Noir.

We are committed to providing a discreet, professional and premium experience from the moment you place your order through to any support you may need afterwards.