Refund policy

At House of Venus, we take pride in offering high-quality jewelry and fashion pieces. If you are not completely satisfied with your purchase, we’re here to help.

1. Returns Eligibility

You may request a return within 7 days of receiving your order, provided that:

The item is unused, unworn, and in original condition
All original packaging, tags, and accessories are included
The item is not listed as non-returnable (see below)

2. Non-Returnable Items

For hygiene and quality assurance reasons, the following items cannot be returned:

Earrings (for pierced ears)
интимates or personal wear items (if applicable)
Items marked as Final Sale
Custom-made or personalised items

3. How to Request a Return

To initiate a return:

Email us at info@houseofvenusstore.co.za
Include your order number and reason for return
Our team will provide return instructions and the return address

Returns sent without prior approval may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs, unless the item is defective or incorrect.
We recommend using a trackable courier service, as we cannot guarantee receipt of returned items.

5. Refunds

Once your return is received and inspected:

Approved refunds will be processed within 5–10 business days
Refunds will be issued to your original payment method
Shipping fees are non-refundable, unless the return is due to our error

6. Exchanges

We currently offer exchanges for defective or incorrect items only.
If you would like a different size or item, we recommend placing a new order once your return is approved.

7. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

Contact us within 48 hours of delivery
Provide clear photos of the item and packaging

We will arrange a replacement or full refund at no additional cost to you.

8. Late or Missing Refunds

If you haven’t received your refund:

Check your bank account again
Contact your bank or payment provider (processing times may vary)
If the issue persists, contact us at info@houseofvenusstore.co.za

9. Consumer Protection Compliance (South Africa)

This policy is in accordance with the Consumer Protection Act, which provides customers the right to return defective or unsafe goods within 6 months of purchase.