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REFUND POLICY

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any included accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damaged or Defective Items

We take great care in packaging your order securely. However, if your item arrives damaged or defective, please contact us within 48 hours of delivery.

Send clear photos of the damaged product and packaging (including the shipping label) to our team at info@venemask.com.

Once verified, we will offer either a replacement at no additional cost or a full refund.

In some cases, we may ask you to return the damaged item. If a return is required due to damage, defect, or an error on our part, return shipping costs will be covered by us.

Please note that minor variations in paint, texture, color, or finishing are part of the handcrafted nature of our masks and are not considered defects.

Return Address

If your return request is approved, the product may be returned to the following address. Return shipping costs are the responsibility of the customer unless otherwise required by law or unless the return is due to our error.

Basak Mah. Mese Sk. V2-59 No:11
Basaksehir / Istanbul
Türkiye

To start a return, please contact us at info@venemask.com and include photos of the item when applicable.

If your return is accepted, we will provide instructions on how and where to send your package. Items returned without prior authorization will not be accepted.

Return shipping costs are the responsibility of the buyer. We do not provide prepaid return labels unless the item is damaged, defective, or incorrect.

You can always contact us with any return-related questions at info@venemask.com.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain products may not be eligible for return, cancellation, exchange, or refund. This may include handmade items, made-to-order products, personalized goods, special-order items, or products produced according to customer specifications.

Eligibility for returns and cancellations may vary depending on the specific product and the circumstances of the order.

If you are unsure whether a particular item may be eligible for return or cancellation, please contact us before placing your order.

Nothing in this policy limits any rights granted under applicable consumer protection laws.

Sale Items and Gift Cards

Unfortunately, we cannot accept returns on sale items, clearance items, gift cards, or downloadable digital products.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item (if eligible for return) and place a separate order for the replacement item.

European Union Right of Withdrawal

If your order is shipped to a country within the European Union, you may have a legal right to withdraw from your purchase within 14 days of receiving your order, in accordance with applicable consumer protection laws.

Please note that certain products may be exempt from the right of withdrawal. This may include items that are handmade, made-to-order, custom finished, personalized, or otherwise produced according to customer specifications.

Whether a particular product qualifies for an exemption will depend on the nature of the item and the circumstances of the order.

If you wish to exercise your withdrawal rights, you may submit a request through our EU Withdrawal Request form.

Each request will be reviewed individually in accordance with applicable law.

Where the right of withdrawal applies, returned items must be in the same condition in which they were received, unused, unworn, in their original packaging, and accompanied by proof of purchase.

Refunds

We will notify you once we have received and inspected your return and inform you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@venemask.com.