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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have 45 days from the date you sign for the receipt of the goods to request a return or exchange. If 45 days have passed since your receipt of the purchase, unfortunately, we cannot offer you a refund or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:

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

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

  • Sensory Issues: The product has a strong odor, severe color difference from the photos, or other sensory defects.

  • Incorrect Item: The goods received do not match your order (wrong size, color, or model).

  • No Reason Return: You simply changed your mind. In this case, the item must be unused, in the same condition that you received it, and in the original packaging.

Return Process

  • Contact Us: Please 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 return, and relevant videos or photos showing the issue.

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

  • Shipment: You need to mail the product back to our designated return address. Please ensure the return label included in your package is attached.

  • Inspection & Refund: Once we receive the product, we will immediately inspect it to verify if it matches your description. If the inspection is successful, we will arrange your refund immediately. For more detailed information, please refer to the "Refund Process" policy.

Exchange Process

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

  • Approval: Our customer service team will process your application immediately. If approved, we will notify you and provide the return address.

  • Shipment: You need to mail the product back to our designated return address using the provided return label.

  • Dispatch: Once we receive and inspect the returned item, if it meets the conditions, we will arrange the new product shipment within 1-3 business days. The estimated delivery time for the new product is 7-10 business days. For more information on shipping times, please refer to our Shipping Policy.

Refund Process

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

  • Timing: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days. If you have not received it after this period, please contact us for assistance.

Fee Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or incorrect items, we will bear the shipping costs.

  • Customer Responsibility: For "No Reason" returns (change of mind), you will be responsible for the shipping costs associated with returning the item.

Return Label
For your convenience, a physical return label is included inside every package we ship. You can use this label to facilitate your return process.

Liability Disclaimer
We are not liable for any damage or loss that occurs to the goods after they have been delivered to you, except where such damage is due to a defect in the goods. We are not responsible for returns that are lost or damaged during transit back to us if the return is arranged by you without using our provided methods. Please ensure you keep a receipt of your shipment.

Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.

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

  • After Shipment: If the order has already been shipped, you will need to follow the "No Reason Return" process after receiving the goods.

Item Condition for Returns
For returns based on quality issues or incorrect items, we accept the item in its current state. However, for "No Reason" returns, the bedroom, baby, or office furniture must be disassembled and packed securely to prevent damage during return transit.

Contact Us
If you have any questions regarding our returns or refunds, 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)