Return/Exchange Policy: We recognise that there may be strong reasons for choosing to return a goods. Within 48 hours of receiving the merchandise, send us an email at info@venusfoods.net to seek a refund or exchange. Your order number, a thorough explanation of the issue, and any pertinent images (in the event that the item is damaged or not what was bought) must all be included in the email. We will get in touch with you to discuss the next steps once we have received and processed your return request. Please Note: ❖ No refunds or exchanges is applicable to products that are made to order, personalized, or customized; it's possible that not all items in a given category have the same return policy. The returns/replacement policy specified on the product page should take precedence over the general returns policy for all products. ❖ Products that fall under particular categories, such as food and drink, or any other product that is fragile, perishable, or may have hygienic difficulties, are not eligible for returns or exchanges. ❖ The Buyers/Customers must not consume, replace, alter, or damage any of the food products, and shall be returned in the original packaging at the time of returning the product. ❖ The Buyers/Customers must keep the product intact, with original accessories, user manual, and warranty cards in the original packaging at the time of returning the product. ❖ The Buyers/Customers can only change the pick-up address if the item is being picked up. Your product will be examined for the various conditioning tests upon pick-up. If any of the Conditioning checks on the merchandise are unsuccessful, the field officer may refuse to accept the return. ❖ If the seller is unable to process a replacement for any reason, a refund will be issued in some circumstances. Please be aware that the shipping and handling cost and the convenience fee for paying by COD are not refundable. ❖ Processing the return and refund will be done at VENUS FOODS exclusive discretion after a thorough investigation and verification by personnel from the company. Cancellation Policy If the order for a product that is in stock is not shipped by the Company, it may be cancelled. No cancellation is permitted for made-to-order products unless: ❖ The Company does not accept the order within the 2-working-day acceptance window; or ❖ The Company does not ship the order by the specified dispatch date. Disclaimer: Please accept your product when it is delivered in order to avoid any disputes. If the packaging appears to have been tampered with, is open, etc., please note this on the acknowledgment receipt. You should also immediately send us your comments and feedback, preferably with pictures, so we can take the necessary action after conducting an investigation or inquiry at our level. Please take note that if you do not indicate the above in the first instance, we will not be able to accept your later request for a return, exchange, or refund due to tampering, open packing, etc. VENUS FOODS's thorough "Terms of Use" should be consulted. The applicable Terms of Use, which you should familiarize yourself with before making a purchase on the Website, will take precedence over this Policy in each situation.