Refund policy

We have a 14-day no-hassle return policy, which means you have 14 days after receiving your item to request a return for any reason.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Swimwear must still have its hygiene liners intact. You’ll also need the receipt or proof of purchase.

To start a return, please sign in to your customer portal with the email address associated with your order at https://account.venuslovesneptune.com/orders.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions via our Contact page or at support@venuslovesneptune.com.

Damages & Issues

Please inspect your order upon receipt and contact us immediately 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 types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

If you'd like to use the funds from the purchase of the item you're returning toward a new item, submit a return request first, then submit an exchange request via our Contact page or by email at support@venuslovesneptune.com. Please include your full name, the original order number of the item you want to exchange, and the new item's name, color, size, and quantity you wish to purchase in your message.

A store credit will be applied to a cart for the new item(s) you wish to purchase, where you can submit payment for any remaining balance (if there is one). A link for your new cart will be emailed to you. If the new purchase is of lesser value than the exchanged item, then the difference will be issued as a refund to the original payment method within 1 to 2 business days following the purchase of the new item(s).

Please remember it can take some time for your bank or credit card company to process and post the refund, too. (See "Refunds" below.)

European Union 14-Day Cooling-Off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Swimwear must still have its hygiene liners intact. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not.

If approved, you’ll be automatically refunded to your original payment method, minus a 10% restocking fee, within 10 business days. (Restocking fees are waived for refunds due to defective items, items damaged during shipment, or incorrect items received.)

Please remember it can take some time for your bank or credit card company to process and post the refund, too. If more than 14 business days have passed since we’ve approved your return and you have not received your refund, please get in touch with us on our Contact page or at support@venuslovesneptune.com.