Refund policy

Refund Policy

  1. Eligibility for Refunds

1.1. To qualify for a return:

  • Items must be in their original condition, unworn, and undamaged.
  • Items need to be returned within 30 days from the date of delivery.
  • Items must be accompanied by the original packaging (tags, box, and pouch included) and proof of purchase.
  • No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.

1.2. All below items are non-returnable:

  • Personalized or customized items are not eligible for refunds unless there is a manufacturing defect or error on our part.
  • Items that show signs of wear, damage, or alteration after delivery.
  • Items that are lost or damaged due to customer mishandling.
  • Gift cards
  • Earrings used to pierce during a piercing appointment
  1. Refund Process

2.1. Initiation of Refund: To initiate a refund, please email melanie.otero@verdeluzjewelry.com within 30 days of receiving the item. Please provide the following information:

  • The order number, original purchaser's full name and email address.
  • The address where the jewelry will be shipped from
  • The email address associated with your Verde Luz account so we can apply the credit once processed.

2.2. Return Shipping: Customers are responsible for the return shipping costs unless the return is due to a manufacturing defect or an error on our part. We recommend using a trackable shipping method to ensure the safe return of the item.

2.3. Inspection and Processing: Once the returned item is received, our team will inspect it to ensure it meets the eligibility criteria mentioned in section 1. If the item is approved, we will initiate the refund process within 7 business days. Once processed, we will send you a confirmation via email. The refund will be issued to the original payment method used for the purchase.

2.4. Refund Amount: The refund will be issued for the item's purchase price, excluding any shipping charges or additional fees paid during the initial purchase. Any promotional discounts applied at the time of purchase will be deducted from the refund amount.

  1. Exchanges and Store Credit

3.1. Exchanges: We do not offer direct exchanges for returned items. Customers can initiate a return as per the guidelines mentioned above and place a new order for the desired item.

3.2. Store Credit: In certain cases, instead of a refund, we may offer customers the option of store credit. Store credit can be used towards future purchases on our website and is valid for 24 months from the date of issuance.

  1. Damaged or Defective Items

4.1. Reporting Damaged or Defective Items: If customers receive a damaged or defective item, they must notify our customer support team within 7 days of delivery. We may request supporting evidence such as photographs to assess the damage or defect.

4.2. Replacement or Refund: Upon verification of the damage or defect, we will offer customers the choice of a replacement (if available) or a full refund, including any shipping charges incurred.

  1. Policy Updates

5.1. We reserve the right to update or modify this refund policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.