Exchange and return policy.
Changes Lima and province
- You have a maximum of seven (7) calendar days from the date you received your order to make the change request through our WhatsApp +51 981532430 , we will coordinate changes to your order in order of arrival.
- If the garment you received has a factory defect or we have made a mistake in your order, don't worry! Please send us a message to WhatsApp +51 981532430 with the subject “ERROR IN MY ORDER” and the data from point three.
- Customers decide which garment, color, size and units to buy, so no changes are made if the product arrived as requested.
- To begin the exchange process, please send us a message to WhatsApp +51 981532430 “CHANGE REQUEST” with the following information:
- Names and surnames
- Telephone contact
- Date of purchase
- Order number(s) – In case the purchase is made online
- Reason for the request
- Product to change
- Product you require
- Attach photo of the product(s) on both sides (very important)
- All changes will be subject to product stock, for the following reasons:
- Defective or faulty.
- Wrong size.
- Incomplete order.
- It is not the product requested
Products purchased in the “Veneva Outlet” category, products such as “Seamless BRA” “Renata Bralette” “TOP Esperanza” “panties” and that have been purchased at a discount They do not apply to exchanges or returns , except when a factory defect is identified.
The product must not show signs of use and must be returned in the same conditions (packaging / labels) as it was received. Otherwise it will not be recognized for changes.
Once the request is accepted, all changes (except province) will be in our VENEVA HOUSE store to make the change of garment (address: Parque José Sabogal 160, La Aurora, Miraflores-Lima. Reference: Height of block 9 of Av. Roca and Bologna) Hours: Monday to Saturday from 11 am to 6 pm.
If you are in the province and the exchange proceeds, the garments must be sent to our VENEVA HOUSE store, if the reason is “EXCHANGE REQUEST” the shipping costs are the responsibility of the customer, if the reason is “MY ORDER ERROR” the shipping costs Shipping is the responsibility of VENEVA.
Conditions for returns
- WE DO NOT ACCEPT MONEY RETURNS , they may be issued Credit notes for future purchases, with a validity of 2 months to make the credit note effective.
- No refunds are made for the amount of the product or shipping costs, or any other service related to your order; We will only provide you with a credit note for the amount of the product. Shipping cost is non-refundable.
We care very much about the quality control of our garments. If you receive a product with a factory defect, write to us on WhatsApp or Instagram and we will resolve the problem as soon as possible.