Refund policy

Last updated: 30 October 2026

Defective, damaged or wrong items

If your order arrives defective or damaged, or with wrong or missing items, contact us on WhatsApp at +62 813-1900-8878 within 7 days of receiving it. Please include:

• your order number;
• photos or a video showing the problem;
• your unboxing video (see below).

Unboxing video required

Please record one continuous, unedited video while opening your package, starting with the sealed package and the shipping label clearly visible. Without this video we cannot process claims for items damaged in transit, wrong items or missing items.

No change-of-mind returns

We do not accept returns or exchanges because you changed your mind or ordered the wrong product. Please check the product details, or ask us on WhatsApp, before you order.

How a return works

1. Contact us on WhatsApp. We will check your claim and confirm whether the product should be sent back.
2. Send the product with all its accessories to our office: Jl. Pluit Barat Raya No. 11A, RT.17/RW.4, Pluit, Penjaringan, North Jakarta 14450. You pay the shipping cost to our office.
3. We evaluate the product manually.
4. If your claim is approved, we will repair, replace or refund the product, depending on the result of our evaluation. We pay the shipping cost to send the product back to you.

We will confirm the details with you on WhatsApp.

1-year official warranty

Every Venom product comes with a 1-year official warranty against manufacturing defects under normal use.

• Register your warranty: scan the QR code in the product packaging and complete the registration.
• Make a claim: contact Venom Center on WhatsApp at +62 813-1900-8878 with your order number or proof of purchase and a description or video of the problem.
• Evaluation: our team evaluates every claim manually. We will tell you whether the claim is covered and what happens next.