FAQs

Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

Can I cancel or change my order?
We know how important it is to receive your order quickly so we do our best to ship orders as fast as possible. Once you placed your order, we begin to process it immediately and any requests to change or cancel an order require contacting a customer service representative. Contact us here immediately and we will attempt to accommodate your request based on the status of your order.

What is your returns policy?
First, you need Contact US and we will tell you how to return the products.

If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to iVenus China, then all related returns charges plus a minimum administration charge of USD5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.

Faulty Goods – within 30 days

If your goods are faulty on arrival, you have 30 calendar days from receipt, in which to inform us of the fault in order to claim a full refund or exchange, otherwise your return will be processed under the terms of the Manufacturer's’ Warranty.

Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you ( In certain circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued – i.e. memory card reading faults, handset not powering up etc.). In this instance you will be liable for the returns carriage cost.

Goods outside 30 calendar days shall be issued with a replacement only.

Unwanted Goods – Do not accept return.
Before delivery, we have enough time to you for changing or canceling the orders that you don't want. So once goods are shipped, it will not accept return for unwanted goods.

Why haven't I received my refund?
We process refunds as quickly as we can, however in exceptional circumstances, this can take up to 10 days. If you believe you are due a refund and have not receive it within 10 days, please contact us.