Refund policy

At Verthara, we aim to provide a fair and transparent return experience while protecting the quality of our products. Please read this policy carefully before submitting a return request.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return, your item must:

Be unused and in the same condition as received
Be in its original packaging
Include all original tags
Include proof of purchase

Returns sent without prior approval will not be accepted.

How to Start a Return

To request a return, please complete our return request form or contact support@verthara.com.

After submitting the form, you will receive an email including:

The return address and estimated shipping cost
Step-by-step return instructions
A special offer: Keep the product and receive 25% off — this discount applies to your current order and all future orders

Please note that return addresses are only provided after approval.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is confirmed to be faulty or incorrect.

Original shipping fees are non-refundable.

If a refund is approved, any applicable shipping or handling charges may be deducted from the refund amount.

We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery with clear photographic evidence so we can assess the issue.

If confirmed, we will provide an appropriate resolution.

Non-Returnable Items

We do not accept returns for:

Personalised or custom-made items
Personal care products
Perishable goods
Hazardous materials
Sale items
Gift cards

EU 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel your order within 14 days without giving a reason.

You must notify us within 14 days of receiving your item and return it within 14 days after cancellation.

Return shipping costs remain the responsibility of the customer unless the item is faulty.

Items must meet standard return eligibility requirements.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, refunds are issued to the original payment method and processing may take up to 10 business days.

If the returned item does not meet eligibility requirements, the refund may be refused.

If more than 15 business days have passed since approval, please contact support@verthara.com.

Replacements and Exchanges

If your item arrives damaged, defective, or incomplete, please contact us as soon as possible so we can resolve the issue promptly.

Once the issue is verified, we may offer one of the following solutions at our discretion:

A free replacement item
A free exchange
An appropriate compensation offer where applicable

Please email us immediately at support@verthara.com and include clear photos and your order number so we can assess the situation.

Undeliverable Packages

If a parcel is returned to us due to an incorrect or incomplete shipping address provided by the customer, or if the parcel is not collected in time from the courier or collection point, we reserve the right to deduct any return shipping fees and reshipping costs from the refund.

In such cases, original shipping charges are non-refundable.

Address Changes

If you need to update your shipping address, please contact us immediately at support@verthara.com.

If your order has not yet been processed or dispatched, we will make reasonable efforts to update the address. However, once an order has been shipped, we cannot guarantee that changes can be made.

Return Shipping

Returns are accepted by mail only.

After submitting your return request, you will receive detailed return instructions via email, including the appropriate return address and estimated return shipping cost.

Customers are responsible for arranging and covering return shipping costs unless the item is confirmed to be faulty.

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