Return and exchange policy

 

Welcome to the Verdinella online store (hereinafter referred to as “we”). To ensure a clear and transparent shopping experience, this Return and Exchange Policy has been established for all orders placed through our online store. Please review the following terms carefully before submitting any request.

1. Return and Exchange Period

Return or exchange requests may be submitted within 30 days from the date the order is successfully delivered and signed for. Requests submitted after this period will not be accepted.

2. Conditions for Return and Exchange

Within the valid return and exchange period, you may request a return or exchange under any of the following circumstances:

• The product has visible appearance issues, including damage, cracks, deformation, or other abnormal conditions.
• The product has quality-related issues and cannot function properly or meet its intended purpose.
• The product has a noticeable odor or significant color difference that materially differs from the product presentation.
• The item received does not match the order details, including incorrect product type, specifications, or key characteristics.
• A return or exchange is requested due to a change of mind, provided the product remains in good condition and suitable for resale.

3. Return Request Process

If you wish to return a product, please follow the steps below:

1. Contact us via email or phone to submit a return request and provide your order number, proof of payment, reason for return, and any relevant photos or videos.
2. Our customer service team will review your request. If approved, we will notify you and provide the designated return address.
3. Please send the product back to the specified return address and retain the shipping receipt or tracking information for reference.
4. Once the returned product is received and inspected, and if the reported condition is confirmed, a refund will be arranged accordingly.

4. Exchange Request Process

If you wish to exchange a product, please follow the steps below:

1. Contact us via email or phone to submit an exchange request and provide your order number, proof of payment, reason for exchange, and any relevant photos or videos.
2. Our customer service team will review your request. If approved, we will notify you and provide the designated return address.
3. Return the product to the specified address and wait for confirmation of receipt.
4. After inspection confirms the reported condition, a replacement product will be shipped within 1–3 business days.

5. Refund Process

Refunds are issued to the original payment method used at checkout, including Visa or MasterCard. Depending on the processing time of the issuing bank, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Fee Responsibility

Responsibility for return shipping costs depends on the reason for the return or exchange:

• If the return or exchange is due to appearance defects, quality issues, noticeable odor, significant color differences, or items not as ordered, return shipping costs will be covered by us.
• If the return or exchange is requested due to a change of mind, return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned products must be properly packaged and include all items originally received. Damage caused during return shipping due to improper packaging may affect eligibility for return or exchange. All requests are processed based on the actual condition of the product upon inspection.

8. Return Label

A return label may be included inside the package. If no return label is provided, detailed return instructions will be shared after your request is approved.

9. Contact Us

If you have any questions regarding returns or exchanges, please contact us using the information below:

Contact Address: 980 South Coit Road, Apartment 1117, Prosper, TX 75078, United States
Customer Service Phone: +1 (845) 304-3778
Customer Service Email: hello@verdinella.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)