Refund policy

 

We want you to be satisfied with your purchase from Verdantine. This Return and Refund Policy explains when products may be returned, how to request a return, and how refunds are processed.

1. Return Window

You may request a return within 14 days after the date your order is shown as delivered. To be eligible for a change-of-mind return, the product must be unused, uninstalled, unworn, in the same condition in which it was received, and returned with its original packaging, components, accessories, manuals, labels, and proof of purchase.

A return request made within the 14-day period does not automatically approve the return. We must first review the request and provide written return authorization and return instructions.

2. How to Request a Return

Email support@verdantine.com with your order number, the product you wish to return, the reason for the return, and clear photographs where relevant. We normally respond within one business day, Monday through Friday.

Do not send a product back before receiving written authorization. Approved returns must be sent to the return facility specified in our written return authorization. Because the appropriate return facility may vary depending on the product and fulfillment location, the return address and instructions will be provided after the return request is approved. Our Hong Kong registered business address is not a product return facility. Returns sent without authorization, to an incorrect address, or cash on delivery may be refused.

3. Change-of-Mind Returns

For an approved return based on preference, suitability, or another change of mind, the customer is responsible for return shipping costs. The return must be sent using a trackable shipping service. Original shipping charges, if any, are non-refundable unless required by law.

The customer is responsible for reasonable loss in value caused by handling beyond what is necessary to inspect the product. We recommend retaining the shipping receipt and tracking information until the refund is complete.

We do not charge a restocking fee for approved returns.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery. Damage, defects, incorrect products, or missing components must be reported to support@verdantine.com within 7 days after delivery. Include your order number and clear photographs or video of the product, the issue, the shipping label, and the outer packaging.

Do not discard the product or packaging and do not return the product until we provide written instructions. After review, we may offer replacement parts, a replacement product, a refund, or another appropriate remedy.

If we approve a return for a damaged, defective, incorrect, or incomplete order, we will reimburse reasonable, pre-approved return shipping costs after receiving a valid shipping receipt. The shipment must use a trackable service. Premium, expedited, unauthorized, or undocumented shipping costs may not be reimbursed. We may resolve the issue without requiring a return.

5. Products That Cannot Be Returned

Unless defective, incorrectly supplied, or otherwise required by applicable law, we do not accept returns of gift cards; personalized, custom-made, or made-to-order products; products clearly marked as final sale; products that have been installed, altered, assembled, used, or damaged after delivery; or products missing material components or original packaging.

If you are unsure whether a product is eligible, contact us before sending it back.

6. Exchanges

We do not guarantee direct exchanges. The fastest method is normally to request an approved return and place a new order for the desired product. Any replacement offered for a damaged, defective, or incorrect item will be handled separately from a change-of-mind exchange.

7. Order Cancellations and Changes

You may request cancellation or an address change before shipment by emailing support@verdantine.com as soon as possible. We cannot guarantee cancellation or modification after order processing or fulfillment has begun. If an order has already shipped, the applicable return procedure must be followed after delivery.

8. Refunds

After an authorized return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method within 5-7 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

If more than 10 business days have passed since we confirmed that a refund was issued, please contact support@verdantine.com and your payment provider.

9. Consumer Rights

Nothing in this policy limits any non-waivable rights or remedies available to you under applicable consumer protection law.

10. Contact

Return and refund questions should be sent to support@verdantine.com.