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Refund policy

Last updated: Sep 21, 2024 12:29 PM

We understand that there may be instances where you need to cancel, return, or request a refund for your order, and we’re here to assist you.

Cancellations

Orders can be canceled only before they are shipped. No exceptions. If you are unable to cancel your order before it is shipped, the best solution is to return the order immediately upon receipt. Please ensure that the item is in its original, sealed, and unopened condition for the return to be accepted.

Returns

We accept returns within 14 days of the delivery date (the date the order was marked as delivered). No exceptions.

Conditions for Return:

  • We only accept returns for items that are unopened, sealed, and in their original condition. This is due to the nature of our products and the potential risk of tampering. If the packaging or seal is broken/opened, the item cannot be returned.
  • The item must show no signs of damage, wear, or tear.

How to Request a Return:

To request a return, please use this link or, if you have an account with us, you can start the return process from the order page within your account.

Shipping and Handling Fees

  • If your return request is accepted, we will provide a pre-paid return shipping label. A non-refundable return shipping fee will be charged. This fee is calculated when you place the return request. Additionally, a non-refundable $5 handling and inspection fee (restocking fee) per item will apply due to the delicate handling required for our products.
  • At the time of your return request, all fees will be calculated, and the final refund amount—minus the handling and return shipping fees—will be presented. If the item is inspected and accepted back into our warehouse, you will receive the refund amount agreed upon during the return process. We will notify you of the acceptance or rejection of your return.

    Please note: Taxes are not included in the final refund amount presented at the time of your request but will be applied after the item is validated in our warehouse and the final refund is approved

  • If the item is rejected due to damage, being unsealed or opened, or non-compliance with our return conditions, no refund will be issued, and the item will be safely disposed of by our warehouse. In such cases, the handling and return shipping fees will still apply, and the item will not be returned to you.
  • Important Note: To avoid any misunderstandings or return rejections, please carefully inspect the item and package it carefully before sending it back to us. Ensure it is in its original, unopened, and undamaged condition to ensure your return is accepted without any issues.

Original Shipping Fee Refunds

Original shipping fees are non-refundable for partial returns. If you return only part of your order, the original shipping cost will not be refunded.
Original shipping fees may be refunded if the entire order is returned and accepted under our return conditions. *Returns shipping fee are non-refundable under no circumstances as stated above.

Important Notes

  • Incorrect Returns: If you mistakenly send the wrong items or additional items, Vervazi will not be liable for these mistakes, and you will still be responsible for the handling & inspection fee + return shipping fee.
  • Shipping Label Usage: You must use only the shipping label provided by Vervazi. We will not accept your return otherwise and you will still be responsible for the handling & inspection fee + return shipping fee. Any loss resulting from using incorrect shipping labels will be your responsibility, and Vervazi will not be liable.
  • Lost Returns: If your return is lost in transit or is marked as delivered back to us but cannot be located, and you used the correct shipping label provided by Vervazi, we will take responsibility and issue a full refund of the returned items, including the return handling & inspection fee, but excluding the return shipping fee (non-refundable). Please ensure that you only use the shipping label we provide; any loss resulting from using incorrect shipping labels will be your responsibility, and Vervazi will not be liable.

Refunds Without Returns

Refunds may be issued without requiring the return of the item if you report receiving damaged or incorrect items within 14 days of delivery. Please note that claims for damaged items will be investigated, and you may be required to provide proof such as pictures. Contact our support team at support@vervazi.com to initiate this process.

Non-Returnable Items

  • Discovery Sets: All discovery sets are final sale. No refunds or returns are accepted on these items.
  • Sale Items: Sale items are also final and cannot be returned or refunded. This includes orders purchased on automatic discount on the website or with discount/coupon codes. Refunds are eligible only for items bought at full price.
  • Gift Cards: Gift cards cannot be refunded once purchased. No exceptions. Items purchased with a gift card are eligible for refunds. However, any refunds will be credited back to the original gift card used for the purchase.
  • Opened Fragrances: If you do not like the scent after opening or unsealing the product, this is not a valid reason for a return or refund. We strongly encourage customers to purchase our discovery sets to explore our fragrances before making larger purchases. Additionally, we recommend carefully reviewing the scent notes and ingredients listed on each product page before purchasing.
  • Discount codes or coupons: once used, they cannot be refunded, under no circumstances.

No Exchanges

At Vervazi, we do not offer exchanges (or replacements) for any products. If you are not satisfied with your purchase or need a different item, we recommend returning the original item (if eligible) and placing a new order for the desired product.

Damaged Items

If you receive a damaged item, please reach out to us within 14 days of delivery at support@vervazi.com. We will work with you to offer a full refund or gift card to re-purchase the item, depending on your preference. Please note that claims for damaged items will be thoroughly investigated, and you may be required to provide proof, such as photographs, of the damage. The criteria for what are considered 'damaged' is solely and entirely our discretion.