REFUND AND RETURNS POLICY

shop.verdeprimes.com

Last Updated: October 12, 2025

1. Overview

At Verde Prime, we operate using the dropshipping model, meaning that products are shipped directly from our suppliers and logistics partners to the end customer. Our goal is to ensure your satisfaction, but our policy is subject to the terms and conditions of our global suppliers, as set forth below.

2. Right of Withdrawal (EU/EEA Customers)

In compliance with European Union legislation (Consumer Rights Directive), customers residing in the European Economic Area (EEA) have the right to cancel the purchase (right of withdrawal) and return the product within 14 days from the date of receiving the order, without needing to provide a reason.

• Deadline: 14 days after receipt.
• Condition: The product must be unused, in the same condition that you received it, and in the original packaging.

3. Returns and Refunds

We accept returns and issue refunds only in the following cases:

A. Returns for Withdrawal or Exchange

Detail	Requirement
Deadline	The return request must be initiated within 30 days from the date of delivery.
Eligibility	The item must be unused, sealed, and in original condition. Opened health, beauty, and food supplement products are not eligible due to hygiene and safety reasons.
Process	The customer must contact us at vendas@verdeprimes.com to receive return instructions and the correct return address (which will be the supplier’s warehouse).
Shipping Costs	The customer will be responsible for the return shipping costs, except if the return is the result of our error (wrong or defective item sent).

B. Defective or Damaged Products

If the item received is defective, damaged, or the wrong product, Verde Prime takes full responsibility.

• Immediate Action: You must notify us within a maximum of 7 days after receipt, attaching clear photographs of the defect or damage and the shipping packaging.
• Resolution: After verification, we will offer the option of a full refund or the shipment of a new product, at no additional cost to the customer. It is not necessary to return the defective item in all cases, unless explicitly requested by us.

4. Refund Process

1. Inspection: Once the return is received and inspected at our supplier’s warehouse, we will send you an email to notify you of the approval or rejection of your refund.
2. Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a timeframe of 7 to 15 business days.
3. Delay: If you have not received a refund after the stated period, first check your bank account, and then contact your credit card company. If the problem persists, please contact us.

5. Exceptions and Non-Returnable Items

The following items cannot be returned or refunded, unless they are defective:

• Supplements, Food, and Health Products whose packaging and safety seal have been opened.
• Customized Products or made to order.
• Gift Cards or Vouchers.
• Sale/Clearance Items (unless otherwise specified).

6. Lost or Delayed Items

• Delivery Delays: As shipments are global and dependent on third-party suppliers, delays may occur. We only consider an item lost if tracking has not been updated for a period of 60 days from the shipping date.
• Confirmed Loss: If tracking indicates that the item was lost in transit, Verde Prime will issue a full refund or send a replacement.

7. Order Cancellation

You may request the cancellation of an order within 12 hours of placing the purchase. After this period, the order is processed and sent to the supplier, and generally cannot be canceled.