Refund policy

Effective date: July 18, 2026

We want your planters to be exactly right — and choosing them to feel zero-risk. Every Vensioshop order comes with a 30-day return and exchange window, no reason required, no restocking fees.

1. The essentials at a glance

Question	Answer
How long do I have to return?	30 calendar days from the day the order is delivered
Do I need a reason?	No — change of mind is a perfectly good reason
What condition must the item be in?	New, unused, in its original condition and packaging (no soil, water marks or drill modifications)
Who pays return shipping?	Defect, damage or wrong item: Vensioshop pays. Change of mind: the customer pays. We provide the return label in both cases
Are there restocking fees?	No. Never
How fast is the refund?	Within 7 business days of the return arriving at our warehouse
Where does the money go?	To the same payment method you paid with
Can I exchange instead?	Yes — size or model, within the same 30 days

2. How to start a return — step by step

E-mail us at support@vensioshop.com within 30 days of delivery. Include:
- your order number (in your confirmation e-mail),
- the reason (defect / wrong item / change of mind — one word is enough),
- photos of the item and packaging if you're reporting damage, a defect or a wrong item.
We approve and send the return label with packing instructions — within 1 business day. For defects and our errors the label is prepaid; for change of mind, label cost is deducted from the refund or paid by you directly, your choice.
Pack the planter securely — original packaging if possible; these are heavy, fragile items, so generous padding matters. Drop the parcel at the carrier location on the label.
We inspect and refund (or exchange) within 7 business days of the parcel reaching our warehouse. You get a confirmation e-mail the moment the refund is issued.

Return address: Vensioshop Returns (c/o ShipBob) 4779 Hanoverville Rd, Building 200 Bethlehem, PA 18020, United States

⚠️ Please always contact support before shipping a return. Parcels sent without an approved return label cannot be matched to orders reliably and may be delayed or lost. We do not accept cash-on-delivery (COD) parcels.

3. Exchanges

Want a different size or a different model? Exchanges follow the same steps as returns, within the same 30-day window:

Different size: tell us which size you need — we ship the replacement as soon as the original is on its way back.
Different model: if prices differ, we refund or charge the difference.
Exchange shipments are free, like every Vensioshop delivery.

4. Damaged, defective or wrong items

Ceramic and terracotta travel well when packed right — but if your order arrives cracked, chipped or isn't what you ordered:

Write to us with your order number and photos of the item and the packaging (inside and out — packaging photos let us claim against the carrier; you never deal with the carrier yourself).
We respond within 1 business day and open the claim immediately.
Your choice of resolution: a free replacement shipped at our cost, or a full refund including any shipping costs you incurred.

A manufacturing defect that appears later with normal use (glaze failure, structural crack without impact) is also covered — contact us even after the 30-day window and we will review it individually and fairly. This voluntary policy does not limit your statutory warranty rights.

5. What cannot be returned

Planters that have been used — potted with soil, watered, drilled or otherwise modified;
Items damaged after delivery by improper use (e.g. unglazed terracotta left in hard frost against the care instructions);
Items returned after the 30-day window without prior arrangement;
Gift cards, if offered.

That's the whole list.

6. Refund details

Processing: within 7 business days of the return reaching the warehouse — usually faster.
Method: always the original payment method (card, Apple Pay, Google Pay, Shop Pay). We cannot redirect refunds to a different card or account — this protects you against fraud.
Bank posting time: after we issue the refund, your bank or wallet provider may take 3–5 additional business days to post it.
What is refunded: the full product price plus any tax collected on it. Original shipping was free, so there is nothing to deduct. For change-of-mind returns, only the return label cost is borne by you.
Partial refunds are used only if a returned item arrives in worse condition than sent — we'll contact you with photos before deciding anything.

7. Late or missing refunds

Refund issued but nothing on your statement after 7 business days?

Check your account again — refunds sometimes post retroactively to the original charge date.
Contact your card issuer; posting delays on their side are the most common cause.
Still nothing? Write to support@vensioshop.com with your order number — we'll send the refund transaction reference (ARN) so your bank can trace it.