1 Overview

We want you to be fully satisfied with your purchase. If something does not meet your expectations, this policy outlines the conditions under which you may request a return, refund, or replacement.

This policy applies to all orders placed on our Website and complies with the EU Consumer Rights Directive (2011/83/EU).

2 Eligibility for Returns

You may request a return if:

• The item is defective, damaged, or incorrect.
• You received a product different from what was described.
• You exercised your right of withdrawal within the legal timeframe.

To be eligible, items must be returned in their original condition, including packaging, labels, and accessories unless the item arrived damaged.

3 EU Right of Withdrawal (14 Days)

Customers within the European Union have the legal right to withdraw from the purchase within 14 days without providing a reason.

The 14-day period begins on the day you receive your order.

You must notify us in writing before sending back the product.

• Email: info@verdeoro.de
• Phone/WhatsApp: +49 176 81446826

Products must be returned unused, undamaged, and in their original condition. Used items are not eligible under the withdrawal right.

4 Items Not Eligible for Return

Certain items cannot be returned due to safety, hygiene, or regulatory reasons:

• Opened or used cosmetic or personal care products
• Products that have been unsealed after delivery
• Customized or special-order items
• Items marked as “non-returnable” on the product page

5 Damaged, Defective, or Incorrect Products

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include the following:

• Your order number
• Photos of the damaged item
• Photos of internal & external packaging
• Photo of the shipping label

Once verified, we will offer one of the following depending on availability:

• A replacement
• A refund
• A store credit

6 Return Process

To initiate a return:

• Contact us via email or WhatsApp.
• Provide order details and reason for return.
• Wait for approval and return instructions.

Returns sent without approval may not be accepted. The customer is responsible for securely packaging the return.

7 Return Shipping Costs

Depending on the reason for return:

• Defective / damaged / incorrect item: We cover the return cost.
• Customer withdrawal or change of mind: Customer pays return shipping.

Original shipping fees are non-refundable unless the error was on our side.

8 Refund Processing Time

After receiving and inspecting your return, we will notify you of the approval or rejection of your refund.

• Approved refunds will be issued within 5–14 business days.
• Refunds are processed via the original payment method.
• Bank processing times may vary.

9 Exchanges

If you want to exchange an item for a different product or variant, please contact us. Exchanges depend on item availability.

10 Lost or Non-Delivered Packages

If your package is marked as delivered but you did not receive it, you must notify us within 48 hours.

We will help coordinate with the carrier. Replacement or refund will be issued only after the investigation is complete.

11 Late or Missing Refunds

If you haven’t received your refund yet:

• Check your bank account again.
• Contact your credit card provider.
• Contact your bank – processing times may differ.

If you still haven’t received your refund, contact us directly.

12 Contact Information

If you have any questions regarding returns, refunds, or order issues, please contact us at:

• Email: info@verdeoro.de
• WhatsApp / Phone: +49 176 81446826

We aim to respond to all return-related requests within 1–2 business days.