Last Updated: August 2026
At Venturo, we are committed to providing thoughtfully designed, reliable home appliances and a smooth after-sales experience.
Every order is handled with care before dispatch. However, if you receive an incorrect, damaged, or non-functioning product, our Customer Support team is here to assist you.
This Return, Refund & Exchange Policy explains the conditions under which returns, exchanges, replacements, repairs, or refunds may be accepted.
Nothing in this Policy is intended to exclude or limit any rights available to consumers under applicable consumer protection laws.
1. Damaged, Incorrect or Non-Functioning Products Upon Delivery
Customers are advised to inspect and test the product as soon as possible after receiving it.
If your product:
- Does not function upon arrival
- Cannot be switched on or operated normally
- Arrives physically damaged
- Is not the product or model ordered
- Has missing essential parts or accessories
please contact Venturo Customer Support as soon as possible.
To allow us to assess the issue, customers are required to provide:
- Order number or valid proof of purchase
- Product model and serial number, where applicable
- Clear photos of the product and packaging
- A clear video demonstrating the reported fault or showing that the product is unable to operate normally
- A brief description of the issue
- Delivery date
The video should clearly show the product being operated according to the relevant instructions and demonstrate the reported problem.
Replacement products will only be arranged after the issue has been reviewed and confirmed by Venturo.
Depending on the circumstances, we may provide troubleshooting assistance, repair, replacement, exchange, or another appropriate remedy.
2. Faulty or Defective Products
If a Venturo product develops a fault after it has been successfully received and used, please contact our Customer Support team for assistance.
Our team may first provide one-to-one troubleshooting guidance to determine whether the issue can be resolved without returning the product.
Where further assessment is required, we may request:
- Photos
- Videos
- Product serial number
- Proof of purchase
- Additional information regarding the issue
- Return of the product for physical inspection
Depending on the assessment and applicable warranty coverage, the available remedy may include:
- Troubleshooting assistance
- Inspection
- Repair
- Replacement of defective parts
- Product replacement
- Other remedies available under applicable law
Please refer to our Warranty Policy for warranty coverage and exclusions.
3. What Is Not Considered a Manufacturing Defect
A product will generally not be considered defective where the issue results from:
- Misuse, negligence, accident, impact, or improper handling
- Water or liquid damage where the product is not designed for such exposure
- Incorrect voltage or unsuitable power supply
- Power surges or electrical damage
- Incorrect installation or assembly
- Failure to follow the User Manual, safety instructions, cleaning instructions, or maintenance requirements
- Unauthorized repair, modification, dismantling, or alteration
- Normal wear and tear
- Cosmetic damage occurring after delivery
- Damage caused during transportation arranged independently by the customer
- Use of incompatible accessories or components
Such cases may not qualify for free repair, replacement, exchange, or refund.
4. Change-of-Mind Returns
As Venturo products are electrical appliances, change-of-mind returns are subject to approval.
Where approved, the product must be:
- Unused
- Uninstalled
- Unassembled, where applicable
- In its original packaging
- In resaleable condition
- Complete with all accessories, manuals, warranty materials, free gifts, labels, and protective packaging
- Accompanied by valid proof of purchase
Venturo reserves the right to inspect the condition of the returned product before approving an exchange or refund.
Products that have already been used, installed, damaged, or materially altered may not qualify for a change-of-mind return.
5. Return & Exchange Shipping Costs
Unless otherwise required by applicable law or expressly agreed by Venturo, customers requesting a return or exchange are responsible for the applicable return and re-delivery shipping costs.
This may include:
- Shipping the original product back to Venturo
- Shipping the replacement or exchanged product to the customer
- Shipping arrangements and charges may vary depending on the product, location, size, weight, and circumstances of the case.
In certain situations, shipping costs may be discussed and mutually agreed upon between Venturo and the customer on a case-by-case basis.
Customers should contact Venturo Customer Support before returning any product. Products should not be sent back without prior confirmation from our team.
6. Items Not Eligible for Change-of-Mind Returns
For hygiene, safety, product integrity, and resale reasons, change-of-mind returns may not be accepted for:
- Products that have been used
- Products that have been installed or connected
- Personal-care or hygiene-related appliances that have been used
- Products with missing or significantly damaged original packaging
- Products with missing accessories or components
- Products with removed, altered, or damaged serial numbers
- Products damaged due to customer handling
- Clearance or display products sold with their condition clearly disclosed
- Special-order or customised products
- Free gifts and promotional items supplied as part of a purchase
- Delivery, installation, inspection, or other completed service charges
This does not affect remedies that may be available where a product is confirmed to be defective, incorrectly supplied, or otherwise covered by applicable consumer law.
7. Product Inspection
Venturo reserves the right to inspect returned products before approving a repair, replacement, exchange, or refund.
Our team may assess:
- Product condition
- Reported fault
- Serial number
- Accessories and components
- Original packaging
- Signs of misuse or physical damage
- Evidence of unauthorized repair or modification
Where the reported issue cannot be reproduced or is found not to be caused by a manufacturing defect, the claim may not qualify for free replacement or refund.
8. Exchanges
Approved exchanges are subject to product availability.
Where a customer wishes to exchange an eligible product for another model:
- The original product must meet the applicable return conditions
- Any price difference must be paid before the exchange is arranged
- Applicable return and re-delivery charges may be borne by the customer
- The replacement product must be available in stock
If the requested product is unavailable, our Customer Support team will discuss alternative options with the customer.
9. Refunds
Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.
Processing times may vary depending on the bank, card issuer, payment gateway, or payment platform.
Refunds may exclude, where legally permitted:
- Completed delivery charges
- Completed installation or service fees
- Return shipping charges
- Re-delivery charges
- Costs resulting from missing accessories, components, or customer-caused damage
Where any deduction applies, the customer will be informed accordingly.
10. Pre-Orders & Special Orders
Pre-order, special-order, or products specifically arranged for a customer may not be cancellable or refundable once the order has been confirmed and processing has commenced, except where required by applicable law or otherwise agreed by Venturo.
Estimated availability and delivery dates are provided as guidance and may be subject to changes caused by production, supplier, customs, or logistics circumstances.
If a product becomes unavailable, Venturo will contact the customer to discuss the available options.
11. Order Cancellation
Customers may request an order cancellation before the product has been processed or dispatched.
Cancellation may not be possible once:
- The order has been packed or dispatched
- Delivery is already in progress
- A special-order product has been confirmed
- The product has been specially prepared or arranged for the customer
Where cancellation is approved, any applicable refund will be processed according to the original payment method.
12. Abuse, Fraud or Misuse of This Policy
To protect genuine customers and maintain a fair after-sales process, Venturo reserves the right to investigate and reject claims involving suspected fraud, abuse, or misuse.
This may include:
- False damage or defect claims
- Edited, misleading, or fraudulent photos/videos
- Altered or mismatched serial numbers
- Returning a different product from the product originally purchased
- Deliberately damaged products
- Missing parts or accessories
- Unauthorized modifications or repairs
- Fraudulent proof of purchase
- Repeated abuse of the return process
Venturo may request additional evidence or product inspection before approving a claim.
13. How to Request a Return, Exchange or Refund
Before returning any product, please contact Venturo Customer Support.
Please provide:
- Full name
- Contact number
- Order number / proof of purchase
- Product model
- Product serial number, where applicable
- Delivery date
- Description of the issue
- Clear photos
- Video demonstrating the reported product issue
Our team will review the information and provide the appropriate next steps.
Venturo Customer Support
Email: venturotech.official@gmail.com
Tel: +60 18-398 8976
Address： No. 3, Jalan Mega 5, Taman Mega Jaya, 56100 Kuala Lumpur, Malaysia.
14. Personalised After-Sales Support
At Venturo, we believe good technology should be supported by good service.
Our Customer Support team provides personalised one-to-one assistance to help customers with product operation, troubleshooting, warranty enquiries, returns, exchanges, and after-sales matters.
Where possible, we will first help identify and resolve the issue before requiring the product to be returned.
15. Final Assessment
All return, exchange, replacement, repair, and refund requests are assessed individually based on the circumstances of each case, product condition, supporting evidence, warranty terms, and applicable laws.
Venturo aims to handle every genuine customer request fairly, reasonably, and transparently while protecting the business against fraudulent or improper claims.
