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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have 45 days from the date you sign for and receive the goods to request a return or exchange. Requests made after 45 days from the receipt date may not be accepted.

Conditions for Returns and Exchanges
We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.

  • Quality Issues: The product has functional defects or structural failure.

  • Sensory Issues: The product has a significant pungent odor or severe color difference from the display photos.

  • Wrong Item: The product received does not match the item ordered (incorrect model, size, or style).

  • No Reason (Change of Mind): You simply changed your mind. Note: For "No Reason" returns, the item must be unused and in the same condition that you received it.

Return Process

  • Contact us via email at hello@verdadomus.com or call +1 (585) 794-9720 to request a return. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the condition of the item.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • You are required to ship the item back to the return address we designated and wait for us to receive the package.

  • Upon receipt, we will immediately inspect the item to verify if it matches the reported situation. If the inspection is passed, we will arrange your refund immediately. Please refer to the Refund Process section for more details.

Exchange Process

  • Contact us via email at hello@verdadomus.com or call +1 (585) 794-9720 to request an exchange. Please provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • You need to send the item back to our designated return address.

  • Once we receive the returned item, we will immediately inspect it. If it passes inspection, we will arrange the replacement within 1-3 business days. The estimated delivery time for the new item is 7-10 business days to arrive at your address. For more information on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for the purchase.

  • Arrival Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If it is overdue, please contact us for assistance.

Fee Rules

  • We pay: For returns or exchanges caused by product appearance issues, quality issues, significant odor/severe color difference, or wrong items sent, we will bear the shipping costs.

  • You pay: For returns or exchanges due to "No Reason" (change of mind), you are responsible for the return shipping costs.

Return Label
A return label is included inside every package to facilitate your return process. Please keep this label until you have confirmed you are satisfied with the product.

Liability Disclaimer
We are not liable for damages resulting from improper assembly (unless caused by unclear instructions provided by us), misuse, normal wear and tear, or failure to follow the care instructions provided with the furniture. Please ensure that baby furniture is assembled strictly according to safety guidelines.

Order Cancellation
If you wish to cancel your order, please contact us immediately.

  • Before Shipment: If the order has not yet been shipped, we will cancel it free of charge and issue a full refund.

  • After Shipment: If the order is already in transit, it cannot be intercepted. You will need to wait until you receive the package and then follow the "No Reason" return process.

Packaging Requirements
Please ensure that all returned items are disassembled and packed securely, preferably in the original packaging, to prevent secondary damage during transit. We reserve the right to reduce the refund amount if the item is returned damaged due to poor packaging by the customer.

Contact Us
If you have any questions regarding this policy, please contact us:

Address: 127 STILLWATER DR, PROSPERITY, SC 29127-9262, United States
Phone: +1 (585) 794-9720
Email: hello@verdadomus.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)