Refund policy

Last Updated: October 29, 2026

This Return & Refund Policy is issued by VENNASSA COMPANY ("we", "us"), operating the brand VENNASSA.

1. Return Window

We accept returns of eligible items within 30 days of the delivery date (the date shown on your tracking as delivered).

EU / EEA customers - Right of Withdrawal: If you are a consumer in the European Union / EEA, you also have a statutory right to cancel or return most purchases within 14 days of receiving the goods without giving a reason, subject to applicable exceptions (including customized goods). Our 30-day return window is more generous for eligible items and does not reduce any mandatory rights you may have under EU law.

2. Eligibility

To be eligible for a return, items must be:

  • Unused, unworn, and unaltered
  • In original packaging with all tags attached
  • Free from signs of wear, damage, or alteration

Earrings: Earrings may be returned within 30 days if unused, unworn, and in original sealed packaging with hygiene seals intact.

3. Non-Returnable Items

The following are not eligible for return or refund unless defective or incorrectly sent:

  • Personalized or custom-engraved items (including customized symbol jewelry and made-to-order pieces)
  • Final sale items clearly marked as final sale
  • Earrings that have been opened, worn, or with broken/missing hygiene seals

4. Fees

  • Restocking fee: HK$0 / USD $0 / EUR €0 - we do not charge a restocking fee.
  • Return shipping: paid by the customer for change-of-mind returns, except when the item is defective or we sent the wrong item (in those cases we cover return shipping).
  • U.S. customers: estimated return shipping costs typically range from USD $15–35. We recommend using a trackable service and retaining proof of postage.
  • EU customers: estimated return shipping costs typically range from EUR €15–40. We recommend using a trackable service and retaining proof of postage.
  • Original outbound shipping: non-refundable.

5. How to Start a Return (RMA)

Please contact us at info@vennassa.com to request a Return Merchandise Authorization (RMA). Include your order number and reason for return (and photos if the item is defective). We will provide return instructions and the return address within 2 business days (Mon–Fri, 9:00 AM–6:00 PM UTC+8).

  1. Email info@vennassa.com for an RMA.
  2. Ship the item back using a trackable shipping method. Keep your proof of postage.
  3. After we receive and inspect the return, we process your refund if eligible.

6. Return Address

Our registered / returns address is:

VENNASSA COMPANY
Returns
Room D, 15/F, Kwai Fong Plaza
208 Hing Fong Road, Kwai Fong
New Territories, Hong Kong

Business Registration No.: 41528390

7. Refund Timing & Inspection

Once we receive and inspect your return, we process the refund to your original payment method within 2–5 business days. Your bank or card issuer may take additional time to post the credit.

If the returned item does not meet our return conditions after inspection, we will notify you by email within 2 business days with the reason.

8. Defective Items & Warranty

An item is defective if it arrives with structural damage, manufacturing defects, or if we sent the wrong item. Defective claims must be submitted within 30 days of delivery with photo evidence.

Beyond arrival defects, VENNASSA provides a Lifetime Structural Warranty for manufacturing defects under normal use, plus a 1-Year Plating Warranty (re-plating for unusual vermeil fading when Care Guide instructions were followed). For approved warranty claims, you may need to ship the item to us; return shipping for warranty claims is the customer's responsibility unless we specify otherwise. Full details are in our Warranty Information page.

9. Exchanges & Resizing

We do not offer a formal exchange system. To change style or size, return the eligible item for a refund and place a new order.

For certain rings, complimentary resizing may be available within 60 days when the design allows - email info@vennassa.com. Some styles (such as full eternity bands) cannot be resized.

10. Contact

Legal entity: VENNASSA COMPANY
Brand: VENNASSA
Business Registration No.: 41528390
Email: info@vennassa.com
Phone / WhatsApp: +852 5389 3128
Service Hours: Monday to Friday, 9:00 AM - 6:00 PM (UTC+8)
Address: Room D, 15/F, Kwai Fong Plaza, 208 Hing Fong Road, Kwai Fong, New Territories, Hong Kong