Returns & refunds

If a product arrives damaged, is faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and a photograph or short video showing the problem. We will replace the product or refund it in full, including the original delivery charge, at your choice. You do not need to return the product to us.

This applies to every order, first or otherwise, and is in addition to your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.

If it is your first order from us and you change your mind, you may return any product that is unopened, unused, undamaged and in its original sealed packaging within 30 days of the delivery date, and we will refund the price of the product you return.

Because this goes beyond what the law requires of us, it is subject to the following limits:

• It applies to a customer's first order only, and to one order per customer, household, delivery address or payment method.
• It applies to sealed product only. Where an order contains more than one box, any box that is still sealed may be returned. A box that has been opened may not, unless section 1 applies.
• You must contact us before sending anything back. Returns sent without prior authorisation cannot be accepted or refunded.
• The cost of return carriage is yours, and the delivery charge paid on the original order is not refunded.
• We refund once the product has reached us and been inspected.
• It does not apply to orders placed for resale, wholesale, trade, promotional or export purposes.

Repeat orders are not eligible for change-of-mind returns. Section 1 continues to apply to every order you place.

• Opened or part-consumed product, except under section 1 above.
• Change-of-mind returns on any order other than your first.
• Claims made more than 30 days after the delivery date.
• Product that has been stored, handled or used other than in accordance with the label and our Product Disclaimer, including product exposed to heat, damp or direct sunlight.
• Product bought from a stockist, retailer, marketplace or any seller other than this website. Those purchases are governed by that seller's returns policy.
• Free gifts, samples and promotional items supplied at no charge.
• Gift cards.
• Orders where the products cannot be accounted for, or where we reasonably determine that a claim is not made in good faith.

Personal taste is not a fault. A dislike of a flavour is not grounds for returning opened product. Unopened product from a first order can be returned under section 2.

The product label is the authoritative source of ingredient and allergen information and should be read before use. Where you have an allergy, intolerance or sensitivity, please check the label and take advice before using the product. Our Product Disclaimer sets out the position in full and forms part of these terms.

Email jackson@venturi-ae.com or message us on WhatsApp at +971 52 481 6908, with:

• your order number;
• what the problem is; and
• a photograph or short video, where the product is damaged, faulty or incorrect.

We aim to respond within 12 hours, seven days a week, and to resolve a claim within two working days of receiving what we need from you.

Approved refunds are issued to the original payment method. We process refunds within 5 working days of approving the claim, or of receiving and inspecting a returned product where one has been sent back. The time taken for the funds to appear is then a matter for your bank or card issuer and is typically a further 5 to 10 working days. We cannot refund to a different card, account or person.

Where a refund is issued, we will also issue a tax credit note reversing the VAT charged on the refunded amount.

We dispatch quickly, so an order can only be cancelled or amended before it is handed to the carrier. Contact us as soon as possible and we will do what we can. Once an order has been dispatched, this Refund Policy applies.

We reserve the right to decline a claim that falls outside this policy, and to decline or limit further orders where we identify repeated or coordinated claims that are inconsistent with the good-faith use of this policy. Where we decline a claim we will tell you why.

Nothing in this policy excludes, restricts or otherwise affects your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection, Cabinet Decision No. 66 of 2023, or any other applicable law of the United Arab Emirates. Where any part of this policy conflicts with those rights, those rights prevail. Please note that UAE law does not provide a general statutory cooling-off period for online purchases; the change-of-mind returns in section 2 are offered voluntarily by us and on the terms set out there.

Venturi Sciences L.L.C-FZ
Unit 01, 01, Meydan Grandstand, 6th Floor, Meydan Free Zone, Dubai, United Arab Emirates
Email: jackson@venturi-ae.com
WhatsApp: +971 52 481 6908
Trade Licence: 2527424.01
Tax Registration Number: 104865438600003