1. RETURN & EXCHANGE COMMITMENT

2. 7-DAY RETURN POLICY (DOMESTIC ORDERS ONLY)

• Eligibility: In the unlikely event that your delivered order is in a damaged, defective, or incorrect condition, you may request a return.
  
  
• Condition of Item: You must return the product unused, in the exact same condition as you received it, with all original tags attached, in its original packaging, along with the original invoice/guarantee card.
  
  
• Reporting Window: You are required to report any defect, damage, or return request within seven (7) days of receiving the product. Requests submitted after 7 days will not be entertained.

3. HOW TO INITIATE A RETURN

1. Log into your account and click on the Return Order tab on our website within 7 days of product receipt, OR reach out directly to our support team at [email protected].
   
   
2. Important: Do not ship or return the product before receiving a formal confirmation email or call from the VENUS BAG support team.
   
   
3. Once approved, our logistics partner will arrange a free pickup from your delivery address within India. Customers do not need to pay any shipping charges for domestic return pickups.

4. REFUND PROCESS & TIMELINES

• Warehouse Inspection: Refunds are processed only after the returned product is received and successfully inspected at our warehouse. If the item is used, altered, missing original packaging, or lacks tags and invoices, the refund may be rejected.
  
  
• Refund Method: Once initiated, the refund amount will be credited directly back through the original payment mode used during the transaction. (In rare cases where a debit/credit card is no longer active, refunds may be issued via alternative approved banking methods).
  
  
• Timeline: For online prepaid orders, refunds will typically be processed and credited within 10 to 15 working days from the date of receipt of the returned product at our warehouse.

5. EXCHANGE & REPLACEMENT EXCLUSION

• No Direct Exchanges: Please note that direct product exchanges or replacements are not available for products bought from our website. If you wish to get a different item or color, you must return the original product for a refund and place a fresh order.
  
  

DAMAGE POLICY

1. AIRLINE & TRANSIT DAMAGE GUIDELINES

• Inspect Before Leaving: Always inspect your bag right at the baggage carousel before leaving the arrival area. Look closely for major damage such as cracks, rips, broken handles, damaged wheels, or parts shorn off.
  
  
• Report Immediately: Most transport operators and airlines have strict time limits for reporting damage. Getting it documented right at the airport or terminal is always best.
  
  
• Capture Evidence: Take clear photographs of the damage, ideally with an airport or station background to establish where and when it occurred.
  
  
• File a Claim at the Counter: Take the damaged bag directly to the airline or transit provider's baggage counter (usually located near the luggage carousels). Fill out the required Property Irregularity Report (PIR) or damage forms. Do not leave without a receipt, reference number, and a contact phone number.
  
  
• Note Details: Keep a record of the time, location, flight/train number, the name of the staff member who assisted you, and their instructions.

2. COMMON EXCLUSIONS FROM AIRLINE/TRANSIT LIABILITY

• Inherent product defects or low-quality wear from ordinary aging.
  
  
• Normal wear and tear, such as minor scuffs, scratches, dents, or fabric fraying.
  
  
• External items missing from the bag, such as detachable locks, straps, or name tags.
  
  
• Damage resulting from over-packing or forcing zippers closed.
  
  
• Items unsuitably packed for transportation.
  
  
• Fragile, valuable, or perishable items packed inside.
  
  

3. HOW TO GET AN ASSESSMENT REPORT FOR YOUR CLAIM

1. Bring the damaged bag along with your airline damage reference number/receipt to our authorized repair center.
   
   
2. Our technicians will inspect the luggage to evaluate the structural damage.
   
   
3. We will provide you with an Official Assessment Report and a Damage Letter detailing the nature of the damage, repair feasibility, repair costs (if applicable), and the Maximum Retail Price (MRP) of the case.
   
   
4. Take this assessment report back to your airline or transit provider to finalize your damage claim settlement.

4. EXAMPLES OF RECOGNIZED TRANSIT DAMAGE

• Broken Handles: Telescopic handles or carrying grips torn or broken off the mounts.
  
  
• Broken or Missing Wheels: Caster wheels sheared off or housing completely cracked.
  
  
• Cut or Cracked Hard Shells: Deep structural cracks or punctures in hard case luggage.
  
  
• Dented Hard cases: Severe body crushing or frame warping.
  
  
• Ripped or Cut Fabric: Tears through soft-sided luggage material.
  
  

PACKING TIPS

1. Plan Ahead with a Checklist

2. Protect Your Valuables in Your Carry-On

3. Roll, Don't Fold!

4. Organize Small Items in Pouches

5. Pack Extra Plastic Bags for Laundry

6. Smart Shoe Storage

7. Keep Frequent Items at the Top

8. Keep Your Suitcase Bottom-Heavy

• Start writing down what you need to pack roughly a month before your departure date.
  
  
• Having a pre-trip checklist ensures peace of mind, allowing you to systematically tick off your travel essentials and personal items as departure day approaches.
  
  

• Always store cash, electronics, laptops, cameras, valuable jewelry, and a change of clothes in your carry-on bag (such as a VENUS BAG backpack or duffle).
  
  
• Suitcases can occasionally go missing or arrive late during transit, so keeping your core essentials with you eliminates unnecessary travel risks.
  
  

• To maximize space and prevent heavy creasing, roll your clothes instead of folding them. This keeps your travel outfits smooth and ready to wear.
  
  
• For extreme space-saving, consider using vacuum compression bags.
  
  

• Keep loose items like phone chargers, camera cables, headphones, keys, medications, and small accessories properly categorized.
  
  
• Place them into zip lock bags or a dedicated multi-compartment travel pouch. This keeps your suitcase tidy and lets you grab small items within seconds without tipping your entire bag upside down.
  
  

• Slip a few extra plastic bags into the front zipper pocket of your suitcase. You can use them to store dirty laundry as your trip progresses, making post-holiday unpacking and washing much easier.
  
  

• No matter how many pairs of shoes you pack, always place them at the very bottom of your suitcase inside a plastic carrier bag or a waterproof shoe pouch.
  
  
• This prevents dirt from transferring and keeps the rest of your clothing clean and fresh-smelling.
  
  

• Pack your daily essentials—such as toiletries and frequently used chargers—last so they rest right at the top of your suitcase.
  
  
• This makes them easy to reach whenever you need them without forcing you to unpack your entire bag onto a hotel floor.
  
  

• Always place heavier items at the bottom of your suitcase near the wheels.
  
  
• This lowers the center of gravity, preventing your upright luggage from tipping forward if accidentally bumped.

CARE & CLEANING GUIDE

1. HARDSIDE LUGGAGE (Polycarbonate & Hard Cases)

• General Cleaning: When your hard side bag gets dirty from travel, use a soft washcloth dipped in a mild solution of warm water and dishwashing soap. Clean the entire outer shell rather than just individual dirty spots to maintain an even finish.
  
  
• Rinsing & Drying: Wipe away any soap residue with a plain damp cloth, followed immediately by a completely dry cloth to leave the shell clean and shiny. Do not leave moisture behind, as water stains can dry onto the surface.
  
  
• Removing Scuffs: To eliminate stubborn scuff marks on hard side shells, use an eraser cleaning pad or a small amount of toothpaste with an abrasive sponge to gently buff the area, then wipe clean with a dry cloth.

2. SOFTSIDE LUGGAGE & FABRIC BAGS

• Dust Removal: Brush fabric surfaces with a dry brush or soft broom to loosen trapped dust.
  
  
• Vacuuming: Use the upholstery attachment on a vacuum cleaner to extract loose dirt from exterior and interior pockets. Tip: Feel around inside pockets first so you don't accidentally vacuum up small accessories, earrings, or cufflinks.
  
  
• Wiping Down: Take a damp cloth with a mild liquid cleaner and test a small, inconspicuous area first. If successful, gently wipe down the rest of the bag, follow up with a moist cloth to remove soap residue, and let it air dry completely.

3. GENERAL MAINTENANCE (Wheels, Hardware & Interiors)

• Interiors: If the interior is plastic-lined, wipe it down with a clean, damp cloth and mild cleaner. For fabric linings, vacuum or wipe with a dry cloth.
  
  
• Wheels: Luggage wheels collect the most dirt. Remove dried soil and loose mud before wiping them down with a soap-and-water solution. Regular cleaning keeps them rolling smoothly without needing oil lubrication.
  
  
• Hardware & Zippers: For telescopic handles, zippers, locks, and metal bumpers, never use oil-based cleaners, as oil can seep into the fabric and cause permanent stains. Wipe them down with soap and water, then dry thoroughly.

4. STORAGE TIPS FOR INDIAN CLIMATES

• Thorough Drying: Always let your suitcase dry completely before placing it into storage (such as a cupboard or under the bed).
  
  
• Dust Protection: Cover the suitcase loosely to keep off dust while allowing it to breathe.
  
  
• Fragrance & Freshness: Place a dryer sheet, an unused bar of soap, or cedar chips inside a small mesh pouch/old sock to keep the interior smelling fresh and discourage insects.
  
  
• Moisture & Odor Control (Monsoon / Humid Weather): Given India's humid seasons, place a charcoal pouch, a desiccant packet, or even clean kitty litter inside the bag to absorb trapped moisture and odors.
  
  
• Waterproofing: Particularly for soft side bags, consider applying a spray-on fabric waterproofed once clean to protect against sudden rain showers.

CONTACT US

• EMAIL: [email protected]