Guarantee and returns

If you change your mind, you can return an item within 14 days of the day it was delivered. You do not have to give a reason.

That window is your statutory right of withdrawal under EU consumer law — a right, not a favour, with rules we cannot vary — and it applies the same way in every country we deliver to.

The right of withdrawal sets out the legal procedure, the model form and the deadline for the refund. This page covers the practical side: what condition the item has to come back in, who pays the postage, and how the money reaches you.

There are no forms to print. It works like this:

1. 1Tell us at team@venistra.com, or through the contact form with the topic "Return", giving your order number (or the name and phone number you ordered with) and the item you want to return.
2. 2We reply within 2 working days with the return address and the instructions for your country. Please wait for them: a parcel sent without them may never reach us.
3. 3Pack the item safely — ideally in its original box — with every accessory and manual it came with.
4. 4Send it to the address we gave you with a tracked service, and keep the proof of postage.
5. 5We check the item when it arrives and send your refund.

For a full refund the item should come back:

• unused and undamaged;
• in its original packaging, with all accessories and manuals;
• without marks, modifications or wear caused after delivery;
• with the order number, so we know whose it is.

We refund you within 14 days of receiving your withdrawal. We may wait until the item is back with us, or until you show us proof that you have sent it, whichever comes first.

You paid the courier in cash, so there is no payment to reverse: we ask you by email for a bank account in your name and send the money there by bank transfer. There is no fee for the refund.

The refund covers the price of the item, which is the whole of what you paid: the parcel reached you at no delivery cost, so there is nothing else to give back.

If you simply changed your mind, the cost of sending the item back is yours. If we sent the wrong item, or it arrived damaged or faulty, we pay for getting it back to us.

Tell us within 48 hours if you can, with photos of the item and of the packaging. You choose between a replacement and a full refund of what you paid, and we arrange the collection at our cost.

Reporting it later does not remove your legal rights — it only makes the claim against the courier harder.

The 14 days are separate from the guarantee. Every item we sell carries the legal guarantee of conformity for 24 months from delivery — 3 years in Spain, as Spanish law provides. It covers faults that make the item not as described or not fit for its normal use.

If something stops working months after delivery, send team@venistra.com the order number, a description of the fault and a few photos. We handle the claim ourselves, rather than passing you to a manufacturer: repair, replacement or refund, as the law provides.

The guarantee does not cover damage from misuse, from a lack of the care the manual asks for, or ordinary wear of parts that wear by nature, such as chains, blades, cutting line, brushes and filters.

Send any complaint to team@venistra.com; we answer within 2 working days. If our answer does not resolve it, you can take it to an out-of-court dispute resolution body in your own country, and you keep the right to go to the courts there.

Returns and guarantee claims are handled by Venistra Trading Ltd, the seller, at team@venistra.com.

Contact us before sending anything back: we answer with the return address and the steps to follow.