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Business hours: M-F 9 a.m.–7 p.m. HKT (UTC+8)
Worldwide delivery between 10-14 days.

Contact Form

Returns and refunds


The purchaser agrees that all claims and returns are at the sole discretion of Venogen.

The purchaser agrees that in the event of a claim, they must contact Venogen directly by sending an email to from their account-specific email.

Any claims submitted from an email address that is not associated with the purchaser’s account records will be denied. Any claims submitted to an email address other than will be denied.

The purchaser agrees that any claims involving the following must be submitted within seven (7) days of the package being delivered. This includes claims that involve missing items, wrong items, damaged items, and defective items.

Lost Package

The purchaser agrees that it is their responsibility to submit a claim with their local postal office in the event of a package being marked as delivered but not received by the purchaser. Once the customer has placed the claim with the local post office, they must send Venogen proof of the claim in the form of a receipt or application. If there is no resolution within seven (7) business days, the customer may contact Venogen by email ( to request a reshipment.

Tracking Information

Generally, shipping takes about 15 days to be delivered to most countries. However, in the event that there is no tracking update for a package within 10 days of dispatch, the purchaser may send an email to Venogen ( to request a reshipment. Tracking the package is the sole responsibility of the purchaser.


Within 30 days of the purchase date, send all return requests by email to All returns and refunds are at the sole discretion of Venogen. Any return request submitted using means other than email will be considered invalid.

Before any return or exchange back to our facility, the purchaser agrees to first obtain an RMA# (Return Merchandise Authorization Number) from Venogen support staff (

In the event the purchaser returns their purchase without first receiving an RMA# (Return Merchandise Authorization Number) from Venogen support staff ( the returned purchase will be considered abandoned by the purchaser, and no compensation will be granted due to negligence enacted by the purchaser.

Chargebacks and Disputes

The purchaser agrees not to process a credit card chargeback or dispute against Venogen Limited. If the purchaser files a credit card chargeback or dispute against Venogen, the purchaser agrees to withdraw any such claim immediately within a written form to their appropriate bank.

The purchaser agrees to settle all disputes directly with Venogen Limited. In the event of a credit card chargeback or dispute, the purchaser’s account will be immediately terminated without review.

Need help?

If you have any questions about Venogen’s return and refund policy, please do not hesitate to contact us.