Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from VERBE.

This Policy forms part of the VERBE Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

VERBE will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please request return by emailing VERBE within 7 days of receiving your product. VERBE will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Email a return request to VERBE to initiate the return process within 7 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).

Conditions

• The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
• We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
• We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

How To Return & Refund

1. Submit a return request by emailing VERBE within 7 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 7 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 7-10 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.
5. Please note returns will not be processed between 15 December 2023 – 2 January 2024. Return requests must still be made in writing within the specified 7 days of receiving orders for the return to be valid. The returns will be processed soonest from 3 January 2024

Preparing Your Products For A Return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

• Package your products safely and securely for protection during transit; 
• Clearly mark your return reference number on the outside of the parcel; 
• Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Unwanted products

You can return an unwanted product to us, provided: 

• It is undamaged and unused, with the original labels and stickers still attached.
• You email us requesting the return within 7 days of delivery to you.

Changed your mind? 

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not: 

• An intimate product, such as bra’s which for hygienic and public health reasons may not be returned.
• The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached and original packaging.

Please send your item(s) using local post within 7 days from receiving the return form.

Want to exchange? 

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). We are entitled to inspect the product to validate your return. Please send your item(s) using local post within 7 days from receiving the return form.

Not what you ordered? 

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Products damaged on delivery 

Should a product be damaged or missing at the time of delivery, please notify us within 7 days of such delivery via email. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Defective products 

We do our best to ensure that the products we deliver to you are of a high quality, with no defects. What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. The following will NOT be regarded as defects and will not entitle you to a return under this section 3: 

• Faults resulting from normal wear and tear.
• Damage arising from negligence, user abuse or incorrect usage of the product. 
• Damage arising from a failure to adequately care for the product.
• Damage arising from unauthorized alterations to the product.
• Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality ,please notify us as soon as reasonably possible after you become aware of the defect or poor quality, within the 7 day return window Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Charges and Refunds 

If you return a product that does not comply with this Policy, you may be liable to reimburse VERBE for the cost of collecting the product from you and the cost of having the product returned to you. Please note that we only refund to the payment method that you originally used If, at any time, items are returned (and such return is approved by VERBE) in accordance with this Returns policy or cancelled before delivery in accordance with customer terms and conditions, the value of the validated refund or cancelled item (as the case may be) will be credited to your account.