Right of withdrawal

Because you bought at a distance — on a website, not in a shop — EU consumer law gives you 14 days to withdraw from the contract without giving any reason. It is a right, not a concession, and nothing on this site can reduce it.

The clock starts on the day you, or somebody you named, physically take possession of the goods — not the day you ordered, and not the day of dispatch. Where an order arrives in several parcels, it starts on the day the last of them reaches you.

You must send your decision within those 14 days. The goods themselves can follow afterwards; it is the notice that has to be inside the window.

Any clear statement will do, and no particular form of words is required. It has to be unambiguous — "I withdraw from my order" is a withdrawal; "is it possible to send this back?" is a question.

• By email, the quickest and the one that leaves you a record: send it to team@venistra.com with the subject "Withdrawal", giving your name, the delivery address, the phone number you ordered with, and what you are sending back.
• With the model form below, if you would rather fill something in than compose a message. You are not obliged to use it.

(complete and return this form only if you wish to withdraw from the contract) — copy it into an email, or print it and put it in the parcel. Fill in only the lines that apply.

Once you have told us, send the goods without undue delay and in any case within 14 days of the notice. We reply to every withdrawal with the return address for your country; wait for it rather than guessing.

Pack the item as it came: the original box where you still have it, with the accessories, the manual and anything else that was in it. Use a service with a tracking number and keep the receipt.

You do, when you withdraw because you changed your mind: the law puts the direct cost of returning the goods on the consumer where the trader has said so in advance, and this is us saying so in advance. What it costs depends on the size of the item and the country you send it from, so it is worth getting a quote first.

We do if the item was faulty, damaged in transit or not what you ordered. That is not a withdrawal but a different claim, dealt with on the guarantee and returns page.

You are entitled to establish the nature, characteristics and functioning of what you bought — the same handling you would give it in a shop.

Beyond that, the law makes you liable for any loss in value caused by handling that went further. Where we deduct such a loss from the refund, we tell you the amount and why before the money is sent.

We refund every payment we received from you within 14 days of the day your withdrawal reaches us. In practice that is the price of the goods: delivery was free, so there is no delivery cost to give back.

We may hold the refund until the goods are back with us, or until you show proof that you have sent them, whichever comes first. Send the tracking number with the notice and this costs you no time.

Because you paid the courier in cash, there is no card to credit: the refund is a bank transfer to the account, in your own name, that you give us by email. You are charged no fee for it.

The exceptions in EU consumer law are narrow. The one that could come up here: sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery. If an item is outside the right, its offer page says so before you order.

The right is spent, and a change of mind is no longer a reason to take goods back. Only the notice has to fall inside the window, though: tell us on the fourteenth day and the parcel may follow afterwards.

The withdrawal right is separate from the legal guarantee of conformity — 24 months from delivery, 3 years in Spain. A fault that appears months later is a guarantee claim, and guarantee and returns explains how one is handled.

Withdrawals are handled by the seller: Venistra Trading Ltd, at team@venistra.com, open every day, 08:00–20:00 Central European Time, answering within 2 working days.