Refund policy

Venus Firenze aims to offer its customers a smooth and transparent shopping experience.

This Return and Refund Policy governs the terms and conditions applicable to returns for orders placed online on the Venus Firenze website.

The provisions regarding the right of withdrawal apply to consumers within the scope and limits provided by current Italian and European legislation (Consumer Code).

1. Right of Withdrawal

For online purchases, the consumer has the right to withdraw from the contract within 14 days from the date on which they acquire physical possession of the product, without giving any reason.

The delivery date is certified and corresponds to the date shown on the carrier’s official tracking system (Proof of Delivery).

In the case of an order consisting of multiple products delivered separately, the 14-day period begins from the day on which the last product is delivered.

To exercise the right of withdrawal, the customer must send an explicit written notice to: info@venusfirenze.com, including:

  • Order number

  • Customer’s full name

  • Product(s) for which the withdrawal is requested

  • Explicit statement of the intention to withdraw from the purchase contract

Note: Simply failing to collect the package, refusing delivery, or returning the product without prior written communication does not constitute a valid exercise of the right of withdrawal.

2. Product Return and Timeline

Following the notification of withdrawal, the customer must return the product within 14 days from the date the withdrawal notice was sent.

The product must be returned intact, in its original condition, complete with all original packaging, accessories, tags, labels, and enclosed documentation.

The customer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

3. Return Shipping Costs

Direct costs for returning the product are borne entirely by the customer, unless otherwise explicitly stated in promotional offers on the website at the time of purchase.

The customer is free to choose any trackable shipping carrier of their choice.

Venus Firenze is not responsible for any loss, theft, delay, or damage to returned products shipped independently by the customer. We strongly recommend using a trackable and insured shipping service.

4. Non-EU Returns (United Kingdom, Switzerland, USA, Canada, etc.)

For returns originating from countries outside the European Union, the customer must strictly adhere to customs procedures:

  • The shipping label and customs declaration must clearly display the statement: "RETURN OF GOODS – MERCE IN RESO".

  • Any customs duties, import taxes, VAT, clearance charges, or storage fees billed to Venus Firenze due to an incorrect or incomplete customs declaration will be fully deducted from the final refund amount.

  • If customs fees and storage costs exceed the value of the returned goods, or in case of rejection of the customs form, Venus Firenze reserves the right to refuse delivery of the parcel. In such cases, the package will be returned to the sender at their expense, and the withdrawal process will not be completed.

5. Item Condition & Diminished Value

To receive a full refund, the returned product must show no signs of:

  • Wear, prolonged use, perfumes, or foreign odors

  • Stains, scratches, alterations, or cosmetic and structural damage

  • Removed tags, security seals, or labels

  • Missing parts, accessories, original boxes, or dust bags

If the returned product is damaged, incomplete, or shows signs of wear beyond what is necessary to inspect the item, Venus Firenze will evaluate the reduction in value and apply a proportional deduction from the refund amount. If handling renders the product completely unusable or unmarketable, the diminished value may equal 100% of the purchase price.

6. Verification Procedure & Refund

Upon receiving the returned items at our warehouse, Venus Firenze will conduct a thorough quality and technical inspection within 3 to 5 business days.

Following a successful inspection, Venus Firenze will proceed with the corresponding refund.

Refunds will be processed using the same payment method used for the initial transaction, unless expressly agreed otherwise.

Withholding Clause: Venus Firenze reserves the right to withhold the refund until the product has been physically received at our warehouse and successfully verified.

7. Refund Processing Times

Once the return is approved, the refund instruction will be issued to the payment processor within 14 days.

The actual time required for the credit to appear on your bank account or card depends entirely on your financial institution or payment service provider (e.g., PayPal, Credit Cards, Klarna, etc.).

8. Exchanges & Store Credit

Product exchanges are not required by law.

If the customer wishes to exchange a size, color, or style, they may request a Store Credit / Voucher for the value of the returned item.

  • Requesting Store Credit requires a registered account on our website using the email address associated with the order.

  • Store Credit is valid for 6 months from the date of issue, is non-refundable, cannot be converted into cash, and can be used toward new purchases on the Venus Firenze website. Accepting Store Credit is entirely voluntary for the customer.

9. Exclusion of Withdrawal Rights: Personalized Products

Pursuant to Article 59, paragraph 1, letter c) of the Italian Consumer Code, the right of withdrawal is completely excluded for custom-made or clearly personalized products.

This includes all items featuring custom engravings, embroideries, alterations, or special crafting made upon the explicit request of the customer.

These items cannot be returned, refunded, or exchanged, except in cases of manufacturing defects or non-conformity.

10. Promotional Bundles & Free Gifts

If the purchase of the returned item included a free gift or a promotional offer (e.g., "Buy 2 Get 1 Free" or "Free Gift with Minimum Purchase"), the free gift must be returned along with the main item being withdrawn.

If the gift is not returned, its standard retail value will be deducted from the final refund amount.

11. Gift Cards

Gift Cards purchased on our website are valid for 6 months from the date of issue.

They are non-refundable, non-convertible to cash, and do not provide change for unused balances.

12. Damaged, Defective, or Incorrect Products

This policy applies exclusively to the voluntary right of withdrawal.

In case of receiving a defective, damaged, or incorrect item, the customer must contact Customer Support within 48 hours of receipt at info@venusfirenze.com, attaching clear photos of the issue along with the order number.

13. Return Address & Contacts

To initiate a return, please contact Customer Care:

  • Email: info@venusfirenze.com

Please note: Do not send products to the registered office or unauthorized addresses. The exact address of the logistics warehouse for returns will be provided via email along with the return authorization.

14. Corporate Details and Registered Office

Venus Leather Factory

Address: Piazza Nazario Sauro, 13R — 50124 Florence, Italy

VAT No. / Tax ID: 07559520486

Phone / WhatsApp: +39 353 445 0660

Email: info@venusfirenze.com

15. Applicable Law & Governing Standard

This Policy is governed by Italian law and mandatory European consumer protection regulations. In the event of any conflict or inconsistency between a provision of this Policy and mandatory statutory laws, the statutory legal provisions shall prevail.