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Return Policy 

Overview

We strive to ensure every purchase from our eco-friendly marketplace meets your expectations. This return policy is designed to provide a fair and environmentally conscious approach to returns while protecting both buyers and sellers.

General Return Guidelines Return Process Refund Options Seller-Specific Policies Shipping for Returns   Special Circumstances    International Returns   Dispute Resolution    Environmental Impact     Policy Updates     Contact Information  

General Return Guidelines

Return Windows

  • Regular Items: 30 days from delivery date
  • Handmade Items: 14 days from delivery date
  • Perishable Items: 7 days from delivery date (if applicable)
  • Digital Items: No returns unless defective

Item Condition Requirements

Items must be returned:

  • Unused and in original condition
  • With all original packaging and tags
  • Free from smoke, pet hair, and other contaminants
  • With all components and free gifts included

Non-Returnable Items

  • Custom or personalized items
  • Digital downloads
  • Personal care items (if opened)
  • Food items (if opened)
  • Items marked as "Final Sale"
  • Items damaged through buyer misuse

Return Process

Initiating a Return

  1. Log into your account
  2. Locate the order in your purchase history
  3. Select "Start Return"
  4. Choose return reason from dropdown menu
  5. Upload photos if required
  6. Await seller approval (within 48 hours)

Eco-Friendly Return Packaging

  • Reuse original packaging when possible
  • If original packaging is unavailable, use: 
    • Recyclable boxes or mailers
    • Biodegradable padding materials
    • Paper-based tape
    • Avoid plastic packaging materials

Refund Options 

Standard Refund

  • Original payment method
  • Processing time: 3-5 business days after seller receives return
  • Shipping costs refunded only if: 
    • Item was defective
    • Wrong item was sent
    • Item significantly misrepresented

Store Credit

  • Additional 5% bonus when choosing store credit
  • Valid for 12 months
  • Can be used across all marketplace sellers

Seller-Specific Policies

Seller Rights

Sellers may:

  • Request photos before accepting returns
  • Deny returns that violate condition requirements
  • Charge a restocking fee (up to 15%, must be disclosed in listing)
  • Offer longer return windows

Seller Responsibilities

  • Respond to return requests within 48 hours
  • Provide clear return shipping instructions
  • Process refunds within 3 business days of receiving return
  • Maintain accurate product descriptions and photos

Shipping for Returns  

Cost Responsibility

  • Buyer pays return shipping unless: 
    • Item was defective
    • Wrong item was sent
    • Item was significantly misrepresented
  • Sellers must pay return shipping for defective items

Eco-Friendly Shipping Options

  • Use recommended eco-friendly carriers
  • Carbon-neutral shipping options encouraged
  • Local returns/exchanges preferred when possible
  • Consolidated returns for multiple items

Special Circumstances   

Damaged or Defective Items

  • Report within 48 hours of delivery
  • Photos required showing damage
  • Original packaging must be retained
  • Full refund including shipping costs

Wrong Items Received

  • Report within 48 hours of delivery
  • Photo of received item required
  • Full refund including shipping costs
  • Correct item shipped at seller's expense

Lost Returns

  • Use tracking for all returns
  • Insurance recommended for items over $50
  • Document item condition before shipping
  • Retain all shipping receipts

International Returns  

Time Extensions

  • Additional 14 days for return window
  • Must notify of return intent within original window
  • Tracking required for all international returns

Customs & Duties

  • Buyer responsible for return shipping customs fees
  • Seller responsible for original shipping customs refund
  • Clear customs documentation required

Dispute Resolution   

Buyer Protection

  • 48 hours to report issues upon delivery
  • Photo evidence required for claims
  • Marketplace mediation available
  • Resolution within 7 business days

Appeal Process

  1. Contact seller directly first
  2. If unresolved, open formal dispute
  3. Provide required documentation
  4. Await marketplace review (3-5 business days)
  5. Final decision binding

Environmental Impact    

Sustainability Measures

  • Local returns encouraged when possible
  • Consolidated shipping for multiple returns
  • Digital return labels preferred
  • Packaging reuse programs
  • Carbon offset options available

Policy Updates    

We reserve the right to modify this return policy. Any changes will be communicated 30 days in advance and will not affect returns already in process.

Contact Information  

For questions about returns or refunds:

  • Email: returns@vertilly.com
  • Response time: Within 24 business hours
  • Emergency support: Available for high-value items

All returns should comply with our eco-friendly packaging guidelines and shipping policy.