Refund policy
At VeroMelt, your satisfaction is our highest priority. We want you to love your purchase. If for any reason you're not completely satisfied, our hassle-free return process makes it easy to request a refund or exchange within 30 days of receiving your order. During holiday seasons, this period extends to 45 days to enhance your shopping experience.
1. How to Initiate a Return
To start a return, please contact our customer service team at info@veromelt.nl with your order number and reason for the return. We will respond promptly with a Return Merchandise Authorization (RMA) number and detailed instructions.
2. Return Conditions
- Items must be unworn, unaltered, and returned in their original condition and packaging.
- Returns must be initiated within 30 days of delivery (or 45 days during the holiday season).
- Custom pieces, bespoke casting commissions, or personalized items are final sale and cannot be returned unless defective.
- Sale or discounted items are final sale and are not eligible for return.
3. Return Shipping & Costs
Customers are responsible for return shipping costs, except in cases where the return is due to our error or a defective product. We recommend using a trackable and insured shipping method, as we are not liable for lost or stolen packages.
For your convenience, we offer prepaid return labels on eligible returns. Please contact us to request one.
4. Refund Processing
Once we receive your returned item and verify it meets our return conditions, we will process your refund within 3-5 business days. Refunds will be issued to the original payment method used. Please allow an additional 5-10 business days for your bank or credit card provider to complete the transaction.
5. Damaged or Defective Items
If your jewelry arrives damaged or defective, please contact us within 48 hours of receipt with detailed photos of the damage. We will work with you to resolve the issue immediately, which may include sending a replacement or issuing a full refund.
6. Special Holiday Return Policy
During the holiday shopping season, we extend our return window to 45 days to accommodate gift-giving and holiday returns.
7. Customer Satisfaction Guarantee
We stand behind our manufacturing standards and are committed to your satisfaction. If you have questions or need assistance, please reach out to our customer service team at info@veromelt.nl or via our live WhatsApp chat support.
8. Frequently Asked Questions (FAQs)
- How long does a refund take? Refunds are processed within 3-5 business days after we receive and inspect your return. It may take additional time for your financial institution to settle the funds.
- Can I exchange an item? Yes. Please contact us within 30 days to request an exchange for a different size or piece. We will guide you through the process.
- What if my item is damaged or incorrect? Contact us within 48 hours of receipt with photos, and we will prioritize a replacement or resolution for you.
Thank you for shopping with VeroMelt. Your satisfaction remains our top priority.