Return & Refund Policy

Last updated: 5 November 2026

1. Introduction

This Return & Refund Policy explains how VENI SPORTS GLOVES™ (“we”, “us” or “our”) handles returns, refunds, replacements and cancellations. We are a manufacturer and exporter of goalkeeper gloves in Sialkot, Punjab, Pakistan, and almost all of our products are made to the specifications of our OEM and private-label customers. For that reason, this policy is different from the policies of a typical retail store.

We want you to receive goods that match your confirmed order. If something is wrong with your order, please tell us as described below and we will review it fairly.

2. Scope of This Policy

This policy applies to all products and services supplied by VENI SPORTS GLOVES™ under a quotation, proforma invoice or order confirmation, including OEM, private-label and customized goalkeeper gloves, development samples, and related packaging and branding.

It should be read together with our Terms & Conditions and International Shipping Policy, which are available through the footer of this website. If you have a signed written agreement with us that deals with returns, refunds or cancellations differently, that agreement applies to the extent it differs from this policy.

3. Customized and Made-to-Order Products

OEM and customized goalkeeper gloves are manufactured to the specifications that the customer has reviewed and approved, which may include palm latex, backhand materials, cut, foam, closure, colors, silicone prints, embossing, logos, labels and packaging. Because these products are made specifically for the customer, we cannot resell them as standard stock.

For this reason, customized and made-to-order products generally cannot be returned, exchanged or refunded simply because the customer:

• has changed their mind;
• prefers a different design, color, size or specification after approving the original;
• no longer requires the products, for example because of a change in market demand, plans or budget.

This section does not remove or limit any rights you may have under applicable mandatory laws, and it does not affect your right to report goods that are damaged, defective or different from the confirmed order, as described in the next section.

4. Damaged, Defective, or Incorrect Products

If your goods arrive damaged, defective, or materially different from the specifications confirmed in your quotation, proforma invoice, order confirmation or approved sample, please contact us as soon as possible. Examples include goods damaged in transit, manufacturing defects, a wrong quantity, size or color, or incorrect materials, branding or packaging compared with the confirmed order.

To help us review your case quickly, please:

• keep the goods, the outer cartons and all packaging, and avoid using, washing or altering the affected products;
• provide your order number and the design codes and quantities affected;
• send clear photographs of the shipping cartons, the shipping label, any visible damage, and the affected products (including close-ups of the problem);
• send a short video where appropriate, for example to show a fault that photographs do not capture clearly;
• tell us the delivery date and the courier tracking or waybill number.

We may ask for additional information or ask you to keep or send us some of the affected items for inspection. After review, and depending on the facts, we may offer a suitable remedy, such as re-production or replacement of the affected items, rework, a credit toward a future order, a partial or full refund of the affected items, or another solution agreed with you. The remedy depends on the outcome of the review and is not automatic.

5. Reporting Product Issues

Please report visible issues, such as transit damage, wrong quantities, or obvious differences from the confirmed specifications, preferably within 7 calendar days after you receive the goods. Reporting promptly helps us and the carrier investigate and gives us the best chance to resolve the matter.

This reporting period does not limit any mandatory legal rights you may have. If you discover a hidden defect later, please tell us as soon as you find it and we will consider your report on its merits.

6. Order Cancellation

Whether an order can be cancelled depends on the production stage.

• Before production has started and before materials have been purchased for your order, we will consider a cancellation request.
• Once customized materials have been purchased, printing or other customization has started, or manufacturing is underway, cancellation may not be possible without costs. We may decline cancellation of goods that are already produced.
• Where cancellation is accepted, we may deduct the costs already incurred, such as materials, development work, samples, printing and labor, from any amount you have paid. Any payment already made will be treated according to the quotation or proforma invoice for your order.

Cancellation requests must be sent in writing to sales@venisportsgloves.com and are effective only when we confirm them in writing.

7. Refund Eligibility

After we review your case, a refund may be considered in situations such as the following:

• goods that we confirm are defective, damaged or materially different from the confirmed order specifications and that cannot reasonably be remedied by replacement or rework, or where a refund is agreed as the remedy;
• an accepted order cancellation where the amount you paid is greater than the costs we have incurred;
• a duplicate payment or an overpayment;
• an order that we are unable to fulfil after you have paid;
• any other case where a refund is required by applicable mandatory law.

We do not promise automatic refunds. Every request is reviewed individually, and the amount of any refund depends on the circumstances, the evidence provided and the remedies already offered. Shipping charges are assessed separately and, depending on the cause of the issue, may or may not be included in a refund.

8. Refund Methods and Processing

Approved refunds are normally made to the original payment method or by bank transfer to the account from which the payment was received, or in another way agreed with you in writing. Refunds are generally made in the currency of the original payment.

We do not guarantee a fixed processing time for refunds. Once a refund is approved, we will tell you what to expect, and the time it takes to reach you also depends on the banks and payment providers involved. Bank charges, currency conversion differences and intermediary fees are outside our control. If they affect the amount you receive, we will let you know.

Instead of a refund, you may choose a replacement, rework or a credit toward a future order if we agree it is suitable.

9. Sample Orders and Sample Charges

Samples are made so that you can evaluate our work before placing a bulk order. Sample charges and sample shipping costs, if any, are stated in your quotation or order confirmation.

• Custom samples are made to your specifications and, once sample production has started, sample charges are generally not refundable.
• Where your quotation or order confirmation states that sample charges are adjustable against a later bulk order, that adjustment applies on the terms stated there.
• If a sample arrives damaged, defective or different from the specification you approved, please report it under the section “Damaged, Defective, or Incorrect Products”.
• A sample that is not approved because of a change in your preferences is not a defect.

10. Return Shipping Costs

Please do not send goods back to us without our written authorization. We may refuse or be unable to process goods returned without authorization, and they remain at your risk.

When a return has been authorized, we will tell you how and where to send the goods. Who pays for return shipping depends on the reason for the return. Where we confirm that the goods are defective, damaged or incorrect because of our error, we will discuss and agree the return arrangements and costs with you. Where a return is accepted for a reason that is not our error, return shipping costs are generally the customer’s responsibility. We do not offer free return shipping unless we have confirmed it in writing for your case.

If a return is authorized, we recommend using a trackable shipping service, keeping proof of dispatch, and packing the goods securely. Unless we agree otherwise in writing, the sender is responsible for the goods until we receive them.

11. International Returns and Customs Charges

Because our customers are located in many countries, returning goods may involve export and import customs procedures in both countries. Where a return is authorized, we will cooperate with you on the shipping documents that are needed, but each party is responsible for complying with the customs laws of its own country.

Import duties, taxes and customs clearance charges paid in your country are collected by the authorities of that country and are generally not refundable by us. Where a refund of duties is possible, it must usually be claimed from the customs authority in line with its local procedures, unless we have agreed otherwise or the law requires otherwise.

In some cases, where returning goods would be costly or impractical, we may agree with you, at our discretion, on another solution, such as keeping the goods, local disposal, or a partial credit or refund.

12. Non-Returnable Circumstances

Returns, refunds or replacements are generally not available in the following circumstances, without affecting any mandatory legal rights:

• change of mind, change of design preference, or the customer no longer needs the products;
• errors or omissions in artwork, logos, text, colors, sizes, size breakdowns or specifications that the customer supplied or approved before production;
• differences that fall within the tolerances disclosed or agreed in the specification or approved sample, including minor variations that can occur with natural and manufactured materials such as latex, foam and fabrics;
• products that have been used, washed, altered or damaged after delivery, or damaged by misuse, improper storage or normal wear and tear, including the natural wear of latex through use;
• issues reported without supporting evidence, or reported so late that we cannot reasonably assess them;
• goods returned without our written authorization;
• loss or damage that occurs after the risk has passed to the customer or to the customer’s nominated carrier under the agreed trade terms. In that case the claim is usually made against the carrier or insurer;
• customs duties, import taxes, customs delays and clearance charges in the destination country;
• claims arising from customer-supplied logos, artwork or trademarks, including third-party rights in those materials.

13. How to Submit a Return or Refund Request

Please email us at sales@venisportsgloves.com with the subject line:

Return / Refund Request – [Order Number]

Replace [Order Number] with your order number. In your email, please include:

• your company name and the contact person;
• the email address used for the order;
• the design codes and quantities affected;
• a clear description of the problem;
• photographs, and videos where appropriate, as described above;
• the delivery date and the courier tracking or waybill number;
• the outcome you are asking for, for example replacement, rework, credit or refund.

Every case will be reviewed based on the confirmed order specifications, the evidence you provide and the applicable terms. We will reply to you by email and may ask for more information.

14. Policy Updates

We may update this Return & Refund Policy from time to time. The updated version will be published on this page with a new “Last updated” date. The version in force when your order was confirmed applies to that order, unless we have agreed otherwise in writing or the law requires otherwise.

15. Contact Information

For questions about returns, refunds or cancellations, please contact: