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Return Policy
vernovae
Customer Support
We aim to provide a clear and reasonable return process. Please review the following policy carefully before submitting a return request.
1. Return Eligibility and Timeframes
Change-of-mind returns may be requested within 7 days of delivery. In such cases, return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.
If an item is defective, damaged, or significantly different from the product description, you may request a return or refund within 30 days of delivery. For confirmed product-related issues, return shipping costs will be covered by us.
2. Return Conditions
To be eligible for a return, all items must meet the following conditions:
• The item must be unused, unworn, and unwashed.
• The item must be in its original condition with all tags attached.
• The item must be returned in its original packaging.
• The item must remain suitable for resale and show no signs of damage, misuse, or excessive wear.
Please note that sale items are not eligible for return or exchange.
We reserve the right to refuse any return that does not meet the above conditions or shows signs of improper use.
3. How to Request a Return
To initiate a return, please contact us at [email protected].
All return requests require approval before the item is sent back.
Once your return request is approved, you will receive instructions on how to proceed. Returned items must be shipped within the timeframe provided and must include a valid tracking number.
Returns sent without prior authorisation may be refused.
4. Refund Processing
After we receive and inspect the returned item, we will notify you of the outcome.
If approved, the refund will be issued to the original payment method within a reasonable processing period. Please note that refund processing times may vary depending on your bank or credit card provider.
We will process your refund within 3 to 5 business days after we receive and inspect the returned item at our warehouse.
5. Orders Marked as Delivered but Not Received
If your order is marked as delivered but you have not received it, please contact us within 24 hours of the delivery confirmation.
You may be asked to provide additional information or documentation to assist with verification. Once the issue is confirmed, we will arrange a replacement or refund as appropriate.
6. Special Situations and Refused Packages
If a package is refused and returned to us, a refund will be processed only after the returned package is received. Original shipping fees are non-refundable.
Returns sent back without our approval may be rejected, and any resulting costs will be the responsibility of the customer.
To protect against fraud and misuse, we reserve the right to refuse returns in cases of suspected abuse, fraudulent activity, excessive wear, or violation of this policy.
7. Need Help?
If you have any questions regarding returns or refunds, please contact us at [email protected].
Our team will provide guidance and assist you throughout the process.
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