Refund policy

At VenSoul Studio, most pieces are made to order, custom-prepared, or hand-painted according to the selected size, finish, and customer specifications.

Because each piece is prepared specifically for each collector, cancellations, returns, or refunds may no longer be available once production has started.

Cancellations Before Production Starts

Orders may be cancelled for a full refund if production has not started yet.

If you need to cancel an order, please contact us as soon as possible at hello@vensoulstudio.com

Cancellations After Production Starts

Once production has started, cancellations may no longer be possible.

This is because materials, printing, preparation, and/or hand-painting work may already have begun specifically for your order.

Returns

For standard, non-customized items, customers may request a return within 14 days after receiving the item.

To be eligible for a return, the item must be in the same condition it was received: unused, undamaged, complete, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return request, please contact us at hello@vensoulstudio.com before sending anything back.

Items sent back to us without first requesting a return will not be accepted.

European Union 14-Day Right Of Withdrawal

For standard, non-customized items shipped within the European Union, consumers may have the right to cancel or return an order within 14 days after receiving it.

However, this right may not apply to items that are made to the customer’s specifications, clearly personalized, custom-prepared, or hand-painted to order.

Once production has started, most VenSoul Studio pieces are considered made-to-order or custom-prepared items.

Damages And Issues

Please inspect your order carefully upon delivery.

If your item arrives damaged, defective, incorrect, or if the package appears to have been damaged during shipping, contact us as soon as possible.

Please include clear photos of the item, packaging, and shipping box so we can evaluate the issue and help resolve it.

Exceptions / Non-Returnable Items

We cannot accept returns for items that are made to the customer’s specifications, clearly personalized, custom-prepared, or hand-painted to order once production has started.

We also cannot accept returns on gift cards.

Return Shipping

If a return is accepted, the buyer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs, customs fees, import taxes, VAT, or other charges paid to third parties are non-refundable unless required by law.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not.

If approved, the refund will be processed to your original payment method within 10 business days.

Please remember that your bank, credit card company, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@vensoulstudio.com.