Refund policy
Return & Refund Policy
Venshollow | Luxury Casual Menswear
Website: https://venshollow.store
Customer Support: help@venshollow.store
Last Updated: 13 October 2026
1. Introduction
At Venshollow, customer satisfaction is an important part of our commitment to providing a reliable and professional shopping experience.
We understand that sometimes a purchase may not meet your expectations. Our Return & Refund Policy explains your rights, the conditions for returning products, and the procedures for cancellations, exchanges and refunds.
This policy applies to purchases made through our official website, venshollow.store, and is intended to comply with applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy affects or limits your statutory consumer rights.
2. Your Right to Cancel — 14-Day Cooling-Off Period
Under the Consumer Contracts Regulations 2013, customers purchasing goods online generally have the legal right to cancel their order without providing a reason.
You have 14 calendar days from the day after you, or a person nominated by you, receive your goods to notify us of your decision to cancel.
If your order contains multiple items delivered separately, the cancellation period generally begins the day after the final item is received.
To exercise your right to cancel, please contact us at:
Email: help@venshollow.store
Your cancellation request must clearly communicate your decision to cancel the purchase.
You may use the cancellation form provided at the end of this policy, although doing so is not mandatory.
Once you have notified us of your cancellation, you must send the relevant goods back within 14 calendar days, unless we have agreed to collect them.
3. Return Conditions
For returns made under your statutory right to cancel, you may inspect and try on products as you would reasonably be permitted to do in a physical retail shop.
To help ensure a smooth return process, we recommend that:
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Products are returned clean and carefully packaged.
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Clothing is free from avoidable damage, stains or strong odours.
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Original labels, tags and accessories are included where available.
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Footwear is tried on indoors and returned with its original packaging where possible.
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The order confirmation or another form of proof of purchase is provided.
You are permitted to examine products to establish their nature, characteristics and fit.
If your handling goes beyond what is reasonably necessary for that purpose and reduces the value of the goods, we may make a lawful deduction from your refund to reflect that reduction.
Missing original packaging or removing a clothing tag does not automatically remove your statutory right to cancel.
These conditions do not restrict your rights where an item is faulty, damaged, incorrectly described or otherwise fails to meet statutory requirements.
4. How to Request a Return
To initiate a return, please follow these steps.
Step 1 — Contact Customer Support
Email help@venshollow.store with the subject line "Return Request" and include:
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Your order number.
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The name associated with your order.
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The item or items you wish to return.
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Your reason for returning the item, if you wish to provide one.
You are not required to provide a reason when exercising your statutory right to cancel.
Step 2 — Receive Return Instructions
Our customer support team will provide the relevant return address and instructions for sending the product back.
Please contact us before posting your parcel so that we can provide the appropriate return details.
You do not need our approval to exercise your statutory cancellation rights.
Step 3 — Package Your Return
Pack the product securely to help prevent damage during transportation.
We recommend using a tracked delivery service and retaining proof of postage.
Step 4 — Return Processing
Once your returned item arrives, we will assess its condition and process any refund due in accordance with your statutory rights and the refund provisions below.
5. Return Shipping Costs
For a return made because you have changed your mind under the 14-day statutory cancellation right, you are responsible for the direct cost of returning the goods, provided this requirement was disclosed to you before purchase.
Return shipping costs will depend on the postal service, parcel size, weight and destination.
Where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Venshollow will bear reasonable and necessary return costs in accordance with applicable consumer law.
Customers should contact help@venshollow.store before arranging the return of a faulty or incorrect item so that we can provide appropriate instructions.
We do not charge a separate handling or restocking fee for exercising statutory cancellation rights.
6. Refund Eligibility and Processing
When you validly exercise your statutory right to cancel, you are entitled to a refund of the amount paid for the returned goods, subject to any lawful deduction for excessive handling.
For cancellation of an entire order, we will also refund the original standard delivery charge, where applicable.
If you selected a more expensive delivery method, such as an enhanced or premium service, we are only required to refund the equivalent cost of our least expensive standard delivery option.
Refunds will be issued without undue delay and no later than 14 calendar days after:
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We receive the returned goods; or
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You provide evidence that you have sent the goods back, if earlier.
If we have agreed to collect the goods, the applicable statutory refund deadline will be followed.
Approved refunds will be made using the same payment method used for the original transaction, unless you expressly agree to an alternative.
We will not impose a refund processing fee.
The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.
If a refund does not appear within a reasonable period after processing, please contact help@venshollow.store.
7. Faulty, Damaged or Incorrect Items
All products sold by Venshollow must meet applicable standards under the Consumer Rights Act 2015.
Goods must be:
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Of satisfactory quality.
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Fit for their intended purpose.
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As described on our website.
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Consistent with the contract of sale.
If you receive an item that is defective, damaged, incorrect or not as described, please contact us as soon as reasonably possible.
Email: help@venshollow.store
Where available, please include your order number, a description of the issue and relevant photographs.
Photographs may help us investigate your concern, but they are not a mandatory legal requirement for exercising your statutory rights.
Your Rights Under the Consumer Rights Act 2015
Within 30 Days
Where goods fail to conform to the contract, customers will generally have a short-term right to reject them and receive a full refund within the statutory 30-day period, subject to the applicable legal conditions.
After 30 Days
Where the short-term right to reject has expired, customers may be entitled to request a repair or replacement.
If a repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, the customer may be entitled to a price reduction or a final right to reject the goods.
Within the First Six Months
Where a fault becomes apparent within the first six months, the law generally presumes that the fault existed at the time of delivery unless the retailer proves otherwise or the presumption is incompatible with the nature of the goods or fault.
Longer-Term Consumer Rights
Certain statutory claims may be brought for up to six years in England, Wales and Northern Ireland, or five years in Scotland, depending on the applicable legal rules.
These periods are not product warranties and do not mean that every product is expected or guaranteed to last for that length of time.
Venshollow will handle faulty goods claims in accordance with all applicable statutory requirements.
8. Exchanges
If you wish to exchange a product for a different size, colour or style, please contact our customer support team.
Email: help@venshollow.store
Exchange requests are subject to product availability and the circumstances of the return.
Where a direct exchange is unavailable, you may return an eligible item and place a new order.
Any exchange arrangements offered by Venshollow are additional to, and do not replace, your statutory rights to cancellation, repair, replacement or refund.
9. Non-Returnable Items and Legal Exceptions
Certain products may be excluded from the statutory right to cancel, subject to the applicable provisions of the Consumer Contracts Regulations 2013.
These may include:
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Products manufactured to your individual specifications or clearly personalised for you.
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Sealed goods unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.
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Other products falling within a specific statutory cancellation exception.
These exceptions apply only where the relevant legal conditions are satisfied.
Ordinary clothing and footwear are not automatically excluded from cancellation rights merely because they have been tried on, purchased at a discount or removed from their original packaging.
Where an item is defective, incorrectly described or otherwise fails to meet statutory requirements, your rights under the Consumer Rights Act 2015 continue to apply regardless of any cancellation exception.
10. Sale Items, Discounts and Promotional Offers
Products purchased during promotional events, seasonal sales or discount campaigns remain subject to applicable UK consumer protection law.
Customers retain their statutory rights to cancel eligible online purchases and to seek appropriate remedies for faulty or non-conforming goods.
For purchases involving bundled items, multi-buy promotions or complimentary gifts, any applicable refund calculation will take account of the terms of the promotion and the goods retained or returned.
Any calculation or adjustment will be reasonable, transparent and consistent with applicable law.
Promotional conditions will never override mandatory statutory consumer rights.
11. Orders Lost During Delivery
If your order has not arrived, please contact our customer support team.
Email: help@venshollow.store
We will review the available tracking information and investigate the delivery issue with the relevant delivery provider.
Where Venshollow is responsible for arranging delivery, the risk of loss or damage generally remains with us until the goods are delivered into your physical possession or that of a person you have nominated, subject to applicable statutory exceptions.
Where goods are not delivered in accordance with the contract and the applicable legal requirements, you may be entitled to cancel the contract and obtain a refund.
Customers will not be required to accept responsibility for packages lost before delivery where the statutory risk remains with Venshollow.
12. Order Cancellation Before Dispatch
If you would like to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: help@venshollow.store
We will attempt to process your cancellation before dispatch where operationally possible.
If your order has already been dispatched, you may still exercise any applicable statutory cancellation rights.
Dispatch does not, by itself, remove your right to cancel an eligible distance purchase.
13. Incorrect Delivery Address
Customers are responsible for providing accurate delivery details during checkout.
If you notice an error in your delivery address, please contact us as soon as possible.
We will attempt to correct the address before dispatch where reasonably possible.
If a delivery issue arises from inaccurate information supplied by the customer, we will assess the circumstances and any available delivery options.
Nothing in this section transfers responsibility to the customer where Venshollow remains legally responsible for delivery.
14. International Returns
Customers outside the United Kingdom should contact help@venshollow.store for return instructions.
Return shipping arrangements, customs procedures and potential import charges may vary according to the destination and relevant legislation.
Where customers are responsible for return shipping costs, this will be communicated in accordance with applicable pre-contract information requirements.
Statutory rights available under applicable consumer protection legislation will be respected.
15. Refund Disputes and Customer Complaints
We aim to resolve return and refund concerns fairly and professionally.
If you believe your refund has been incorrectly calculated, delayed or refused, please contact us at:
Include your order number and an explanation of your concern.
We will review the circumstances of your request and provide a response based on the applicable contractual and statutory requirements.
Nothing in this policy prevents customers from seeking assistance from consumer protection authorities, pursuing available alternative dispute resolution procedures or exercising their rights through the courts.
16. Statutory Consumer Rights
This Return & Refund Policy is intended to operate in accordance with applicable UK consumer law, including:
Consumer Rights Act 2015
Establishes statutory requirements for the quality, description and fitness for purpose of goods and provides remedies for goods that do not conform to the contract.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Governs important aspects of distance selling, including pre-contract information, cancellation rights, return obligations and refunds.
Other Applicable Consumer Protection Legislation
Venshollow will comply with applicable legal requirements relating to fair commercial practices, truthful product descriptions, consumer information and contractual transparency.
If any provision of this policy conflicts with mandatory consumer protection law, the applicable statutory requirement will prevail.
Nothing in these terms excludes, restricts or diminishes rights that cannot lawfully be excluded or restricted.
17. Changes to This Policy
Venshollow may update this Return & Refund Policy to reflect changes in business operations, customer service procedures or applicable legislation.
Any updates will be published on our official website.
Changes will not retrospectively remove statutory rights or contractual protections that apply to existing purchases.
18. Contact Information
For questions about returns, refunds, exchanges, damaged products or order cancellations, please contact:
Venshollow — Customer Support
Website: https://venshollow.store
Email: help@venshollow.store
Market: United Kingdom
Our customer support team is available to assist with enquiries regarding purchases made through our official online store.
19. Model Cancellation Form
You may use the following form to notify us that you wish to cancel your purchase. Use of this form is optional.
To: Venshollow
Email: help@venshollow.store
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered: __________________________
Order number: __________________________
Date ordered: __________________________
Date received: __________________________
Customer name: __________________________
Customer address: __________________________
Date of cancellation: __________________________
Customer signature (only if submitted on paper): __________________________
VENSHOLLOW | LUXURY CASUAL MENSWEAR
Modern Elegance for the Modern Man.
Website: https://venshollow.store
Customer Support: help@venshollow.store
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