Returns & Exchange Policy

Last updated: 09-02-2026

At House of Venera, each garment is thoughtfully designed and crafted in-house with care and attention to detail. As a boutique brand specialising in made-to-order pieces and complimentary alteration services, we follow a considerate returns and exchange policy that balances customer satisfaction with the nature of our production process.

1. Made-to-Order & Customized Products

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

This includes:

  • Size or fit customisations

  • Design or style modifications

  • Length or alteration requests made after order placement

These garments are created especially for you, and we truly appreciate your understanding that such pieces cannot be resold.

2. Ready-to-Wear Products

For select ready-to-wear items where no customization or alteration has been requested, we may offer an exchange under the following conditions:

  • The exchange request is raised within 48 hours of receiving the order

  • The product is unused, unworn, and unwashed

  • Original tags, labels, and packaging are intact

  • The item shows no signs of wear, damage, or staining

Please note that refunds are not offered. Approved requests will be processed as exchanges.

3. Exchange Requests & Review

All exchange requests are reviewed by our team to maintain fairness and quality standards.

To initiate a request, customers must share the following via WhatsApp or email at care@houseofvenera.com:

  • Clear images or short videos of the product

  • Images of tags and packaging

  • Order details for verification

Requests sent through any other channel may not be processed.

Once reviewed and approved, our team will guide you through the next steps via email or WhatsApp.

4. Incorrect or Damaged Items

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

Kindly share the following via WhatsApp or email at care@houseofvenera.com:

  • Clear images or videos clearly showing the issue

  • Photos of the original packaging

  • Your order number

Requests without proper visual documentation may not be eligible for review.

After verification, we will provide an appropriate resolution.

5. Items Not Eligible for Exchange

The following items are not eligible for return or exchange:

  • Customized or altered garments

  • Products purchased during sale events or special promotions

  • Accessories (if applicable)

6. Shipping Charges

Shipping charges are non-refundable.

For approved exchanges, return or re-shipping costs may apply. Any such charges will be communicated clearly before proceeding.

7. Order Refusals & Policy Misuse

To ensure smooth operations and fair service for all customers, we reserve the right to limit or decline exchanges in rare cases of policy misuse or repeated order refusals.

Orders returned without prior approval or refused at delivery may not be eligible for further processing.

8. Our Commitment

Our goal is always to deliver beautifully crafted garments and a pleasant shopping experience. Each request is handled with care, and we appreciate your understanding of the policies that help us maintain quality and service standards.

9. Contact Us

If you have any questions or need assistance, please feel free to reach out to us at:

Email: care@houseofvenera.com