Refund Policy

Last updated: 09-02-2026

At House of Venera, each garment is thoughtfully designed and crafted in-house with a strong focus on quality, fit, and detail. As a boutique brand specialising in made-to-order pieces and complimentary alteration services, our refund policy is structured to reflect the nature of our products while ensuring fairness and transparency for our customers.

1. Made-to-Order & Customized Products

Products that are made-to-order, customized, or altered based on individual measurements or personal requests are not eligible for refunds.

This includes:

  • Size or fit customisations

  • Design modifications

  • Length or alteration requests

  • Any product altered after order confirmation

As these garments are created exclusively for you, refunds cannot be offered once the order is confirmed.

2. Ready-to-Wear Products

For ready-to-wear items where no customization or alteration has been requested, refunds are generally not offered.

In certain exceptional cases, and at our discretion, a refund may be considered after review. If approved, the refund will be processed to the original payment method.

3. Incorrect or Defective Items

If you receive an incorrect item or a product with a genuine manufacturing defect, please contact us within 24 hours of delivery.

Kindly provide:

  • Clear images or videos of the issue

  • Photos of the original packaging

  • Your order number

Once verified, we will offer an appropriate resolution, which may include a replacement, exchange, or refund, depending on the situation.

4. Refund Process & Timelines

  • Approved refunds will be initiated within 5–7 business days after confirmation

  • The time taken for the refund to reflect in your account depends on your bank or payment provider

  • Shipping charges are non-refundable, unless the issue is due to our error

5. Sale & Promotional Purchases

Products purchased during sales, special promotions, or using discount codes are not eligible for refunds.

6. Order Cancellations

  • Orders can only be cancelled within a short window after placement, before production begins

  • Once an order enters the production or alteration stage, cancellations and refunds are not possible

Please contact us as soon as possible if you need assistance with a cancellation.

7. Refused or Undelivered Orders

Orders that are refused at the time of delivery or returned without prior approval are not eligible for refunds.

8. Final Decision

All refund-related decisions made by House of Venera are final. Each request is reviewed with care to ensure fairness while maintaining the integrity of our production process.

9. Contact Us

If you have questions regarding this Refund Policy or need assistance, please contact us at:

Email: care@houseofvenera.com