退款政策

Last Updated: July 24, 2026

This Return & Refund Policy is issued by 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

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) — Please note that personalized or custom-engraved items (such as our customized symbol jewelry) are non-refundable and non-returnable unless defective.
  • Earrings, for hygiene reasons
  • Final sale items clearly marked as final sale

4. Fees

  • Restocking fee: HK$0 / USD $0 — we do not charge a restocking fee.
  • Return shipping: paid by the customer, except when the item is defective or we sent the wrong item (in those cases we cover return shipping).
  • Original outbound shipping: non-refundable.

5. How to Start a Return

  1. Email info@vennassa.com with your order number, reason for return, and photos if the item is defective.
  2. We will reply within 2 business days (Mon–Fri, 9:00 AM–6:00 PM UTC+8) with return approval and the return shipping address.
  3. Ship the item back using a trackable shipping method. Keep your proof of postage.
  4. After we receive and inspect the return, we process your refund.

6. Return Address

Do not ship returns without approval. We will confirm the return address by email. Our warehouse / returns address is:

Vennassa Co., Limited
Returns
26 Kwai Hei St.
Kingsford Industrial Building Phase 2, F10, 11 Floor
Kwai Chung, New Territories, Hong Kong 999077

7. Refund Timing

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.

8. Defective Items

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 7 days of delivery with photo evidence.

9. Exchanges

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.

10. Contact

Company: Vennassa
Email: info@vennassa.com
Phone / WhatsApp: +852 5389 3128
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (UTC+8)

We reserve the right to update this policy. The latest version will always be available on our website.