Refund policy

We want you to be happy with what you've received. If something isn't right, here's how it works.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to let us know you'd like to cancel. You then have a further 14 days to return the item to us.

To start a return, email us at orders@ventore.co.uk with your order number. Please don't send anything back before contacting us.

Condition of returned items

Items must be unused, unopened and in their original packaging with any seals intact. For hygiene and safety reasons, we can't accept returns on candles that have been lit, reed diffusers that have been opened, room sprays that have been used, or refill capsules with a broken seal.

Return postage

You are responsible for the cost of returning items to us unless the item is faulty, damaged or incorrect. We recommend using a tracked service — we can't refund items that don't reach us.

Refunds

Once we've received and inspected your return, we'll refund you within 14 days to your original payment method. If you cancelled your whole order within the 14-day window, this includes standard outbound delivery. If you paid for a faster delivery option, we refund the standard rate.

Faulty, damaged or incorrect items

If something arrives broken, faulty or not what you ordered, email us within 14 days of delivery with your order number and a photograph. We'll arrange a replacement or a full refund, including all postage costs, at no charge to you.

This does not affect your statutory rights under the Consumer Rights Act 2015.

Gifts

If you received a VENTORÉ product as a gift, contact us and we'll do what we can to help.

Contact

Email: orders@ventore.co.uk
VENTORÉ, 41 Grafton Road, London, W3 6PD, United Kingdom
Handcrafted in Oxford