Policies & Support
Return Policy
Last updated: September 2026
This Return Policy explains how returns and exchanges are handled for orders placed with VenusGem. We aim to make the process as clear and convenient as possible for our customers.
Defective Products
- Wholesale customers have 30 days from receipt to request a return or exchange for defective items.
- VenusGem covers all shipping and handling costs for defective products.
Non-defective Products
- Returns for non-defective products are generally not accepted for custom orders due to the made-to-order nature and logistics cost.
- In exceptional cases, contact support@venusgem.com to discuss possible solutions; shipping costs will be the customer's responsibility.
Return Process
- Take photos of the defective item(s) and describe the issue.
- Email support@venusgem.com with subject line: "Return Request: Order # + Product Item #".
- Our wholesale support team will assess the request and respond within 24 hours.
- Upon approval, VenusGem will provide a return address and instructions.
- Refunds or store credit will be issued once the return is received and inspected.
Important Notes
- All returned items must be unused, undamaged, and in original packaging.
- We cannot process returns for items that have been used, altered, or damaged by the customer.
- For bulk orders, please contact support prior to shipping any returns to ensure efficiency.
Contact Us
If you have any questions about this Return Policy, please contact us:
Email: support@venusgem.com