Return and exchange policy

 

Verdandora (hereinafter referred to as “we”) operates exclusively through an online store. To ensure a clear and reliable shopping experience, this Return and Exchange Policy explains the applicable timeframes, conditions, and procedures for return or exchange requests after you receive your order.

1. Return and Exchange Validity Period

You may submit a return or exchange request within 30 days from the date the product is successfully delivered and signed for. Requests submitted after this period may not be accepted.

2. Eligible Conditions for Return or Exchange

Within the valid period, return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance issues or defects.
• The product has quality issues that affect normal use.
• The product has an unusual odor or significant color differences.
• The received item does not match the order details.
• A return or exchange is requested without a specific reason, provided the product remains in good condition.

3. Return Process

1. Contact us via email or customer service phone to submit a return request and provide your order number, proof of payment, return reason, and any relevant photos or videos.
2. Our customer service team will review your request promptly. If approved, you will be notified and provided with the designated return address.
3. Please send the product back to the specified return address and wait for confirmation of receipt.
4. After the returned product is received and inspected, a refund will be arranged if the reported condition is confirmed.

4. Exchange Process

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

5. Refund Method and Timeframe

Refunds will be issued to the original bank card used at checkout, including Visa and MasterCard. Depending on the processing efficiency of the card issuer, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Cost Responsibility

• If the return or exchange is due to appearance issues, quality problems, unusual odor, significant color differences, or receipt of an incorrect item, return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason, return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Please ensure that returned products are properly packaged before shipment. If the actual condition of the returned item does not match the information provided in the request, the handling outcome will be determined based on the inspection results.

8. Return Label

A return label is included inside the package. Please use the provided return label when sending the product back to ensure accurate identification and efficient processing.

9. Contact Us

Contact Address: 5381 Blackwell Road, Bartlett, TN 38134-8538, United States
Customer Service Phone: +1 (917) 495-7644
Customer Service Email: client@verdandora.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)