We apologize that you are unhappy with your purchase. We acknowledge that damages may occur at the factory level, after shipping, or in some cases after use. While all claims are handled individually, whenever possible we will work to reduce the time and footprint of re-shipping/replacing large pieces by utilizing local repair. Verde Home retains the right to repair, replace, credit, or refund at our discretion. Please review the following policies for clarity on our claim process. Upon receipt of a submitted Return Authorization Form, our team will ensure that all necessary fields have been included.  Once all requested information has been provided, a reply will be sent between 3-5 business days

PRODUCT VARIATION
Note that because we work with natural materials, certain distressing and or inconsistencies may be part of the design/charm of the product and are not considered damages. Additionally as every screen displays color differently – We assume no liability for variations between the actual product color and how it is displayed on a screen or printed catalog

SHIPPING DAMAGE
If there is a damage as a result of shipping, it is REQUIRED that the details be noted on the Delivery Receipt/Bill of Lading (BOL) at the time of receipt and signed by the carrier before they leave. Failure to do so will result in refusal of a claim and Verde Home (or other vendors) will not be responsible for replacement or repair. When submitting a claim, photos of the damage must be included for review. If order was shipped under a 3rd party carrier, a claim must be filed with them directly and any replacement order paid for in full.

FULFILLMENT ERROR
If there was a fulfillment error, we must be notified promptly within 3 days of receipt of the shipment by emailing askverde@verdehomeinc.com.  Incorrect items must be returned in first quality condition in their original packaging, and the correct item will be shipped promptly.

CONCEALED DAMAGE
In rare circumstances there may be concealed damage (not as a result of shipping) that was not identified in quality control. We require that any product be unboxed within 2 days of receipt and a claim filed promptly.

BUYER’S REMORSE
We do not accept returns for buyer’s remorse. In certain exceptional circumstances where a return is granted, item must be first quality in original packing, and a re-stocking fee of 20% will apply. Shipping charges will not be refunded.