Refund, Resend, and Returns Policy
Welcome to Verlomart. We are here to ensure a comfortable and smooth shopping experience, and we would like to provide you with guidelines on our refund, resend, and returns policy.
Please review the following policies carefully to ensure optimal handling of any issues you may encounter.
All disputes must be opened through the Verlomart platform. We are not responsible for any disputes initiated outside of the Verlomart platform.
At Verlomart, we offer a quick resolution for disputes and would appreciate it if you could provide us with the following information:
- Photos or videos of the damaged item to prove the damage.
- If the photo is not sufficient to prove the damage to the product, please provide a video.
- The dispute should be submitted through the dedicated refund and return request form.
- If our disputes team requests the return of products, you must return the item to the address provided by the disputes team via the email associated with your Verlomart account.
- It is necessary to complete all fields in the refund and return request form clearly.
Except for important interpretations, Verlomart will process the refund, resend, or accept the return in the following cases:
1.Delayed Orders
Orders are considered delayed if they lack tracking information, are in transit, pending, or have expired 60 days after departing from the Verlomart warehouse. The following countries and shipping methods may differ:
- a. For orders shipped to the USA, the delay will be counted after 45 days from the date the order departed from the Verlomart warehouse.
- b. For Brazil, the delay will be counted after 110 days from the date the order departed from the Verlomart warehouse due to strict customs clearance in Brazil.
- c. For VerlomartPacket Liquid Line to all countries, Verlomart will handle your dispute for delayed orders after 100 days from the date the order departed from the Verlomart warehouse.
- d. For some special shipping methods, Verlomart cannot handle your disputes. (See the following important interpretation)
Notes:
Sometimes, the order may arrive at the nearest post office to the buyer and be held pending due to insufficient address, package unclaimed, incorrect number, etc. It will be much more convenient for clients to contact the local post office or visit the post office to arrange delivery.
Due to factors such as national realities, phone numbers, and religious beliefs in Israel, packages are typically delivered to self-pick-up cabinets, which may lead to significant delays. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may indicate that delivery was made, but the end customer claims that the package has not been received. In such cases, Verlomart will make every effort to verify the actual situation, which could be a lengthy process (1-2 months), but there is no guarantee of a positive outcome.
2. Unreceived Orders:
The Verlormart platform will not handle refunds or resends if the tracking information shows that the order has been delivered.
A. If our esteemed customers do not receive the package, a non-delivery certificate issued by the local post office with an official seal is required.
B. Tracking Information Alert. If the tracking information shows an alert, the reasons are listed below:
- A) Incorrect/insufficient address.
- B) No such number.
- C) Unknown recipient.
- D) Refused.
- E) Not picked up in time.
- F) No safe delivery location.
- G) Uncleared customs.
- H) Others.
Notes:
A. The local distributor will attempt delivery 1-3 times depending on the actual situation. If the package is still unclaimed during the delivery period, it will be returned to the local post office for storage within 3-7 days. In the meantime, our esteemed customers need to pick up the package themselves. Otherwise, the product will be returned to the sender, Verlormart. During the return process, Verlormart is not responsible if the products are lost.
B. If the logistics company offers return service to China, Verlormart will place the products in its own warehouses and will not refund them upon receiving the returned items.
C. Verlormart cannot offer a refund or resend if you do not process undelivered orders or packages destroyed by logistics companies.
3.Products Damaged.
Verlomart offers a full refund or a replacement if the packages arrive severely damaged.
Verlomart offers a partial refund or a replacement if the packages arrive partially damaged (excluding threads, slight wrinkles, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Verlomart cannot offer any refunds or after-sale services due to the long distance of international delivery.
c. For ordinary and electronic products, our clients should file a complaint or open a dispute within 30 days after the packages are delivered.
d. For service products, Verlomart refunds the cost of the product based on the price in the Chinese market. If you use Verlomart’s quality inspection service, otherwise, Verlomart will not take any responsibility for them. (See the following important interpretation > Service products)
4. Incorrect or Missing Products.
Verlomart has a strict quality control process before dispatching products. Verlomart will handle incorrect or missing products as follows:
a. For incorrect products, Verlomart offers a full refund or replacement.
b. For products with incorrect color or size that do not affect the product’s function, etc., Verlomart offers a refund or resend if our clients provide a screenshot including the name, content, date, and a photo of the product.
c. For missing parts that do not affect the product’s function, Verlomart may offer a partial refund or resend the missing part; for missing parts that affect the product’s function, Verlomart will resend the product only.
d. For accessories, Verlomart will resend the accessories.
Notes:
For size issues, Verlomart would greatly appreciate it if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Our dispute team will then handle your disputes promptly.
5. Orders Cancellation.
For order cancellations, Verlomart offers a full refund before the products are processed by the warehouses.
a. After payment, POD orders cannot be canceled as they are customized.
b. After payment, preorder inventory orders cannot be canceled as they are special products available only for you.
c. After payment, video and photo orders cannot be canceled as Verlomart has planned and prepared them for you after payment.
Important Interpretation
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
2. Force Majeure.
Verlomart takes no responsibility for any product damage or shipping delays caused by acts of God, including but not limited to: epidemic situations, international conditions, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, and customs inspections. However, Verlomart will notify you via Verlomart Chat, Skype, Email, Line, WhatsApp, etc.
3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrive in certain countries, states, or cities. Verlomart lists these shipping methods in advance and will not accept any disputes when you choose these methods for shipping to certain countries, including:
PostNL, Electric PostNL, Verlomart Packet Eub, Verlomart Packet Postal Route, Verlomart Packet Postal, Verlomart Packet Railway Economy.
Notes:
When choosing certain shipping methods, additional costs will be charged for remote addresses.
4. Destination Limits.
Due to limited international transportation, Verlomart will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu, Samoa, Bernel, Curacao, Saint Eustatius, Saint Martin, Nevis, Somaliland, Saint Barthélemy, Yemen, Mayotte Island, Zambia, and Zimbabwe.
5. Return.
Products can only be returned to Verlomart warehouses in China. However, we do not recommend returning products to our warehouses, as international shipping costs are high and it takes at least 3 months to arrive at Verlomart’s warehouse in China. Most of them will be lost during the return. Additionally, most of the returned products will be damaged on the way.
a. If you indeed wish to return the products to our warehouses, please follow these steps: How to return products to Verlomart’s warehouse.
b. Please return the products within 30 days after receiving them.
7. Unacceptable Disputes.
Verlomart shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like the product.
b. The product description is not accurate.
c. The products have an unusual smell.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. The product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with customs clearance procedures in line with the foreign trade policies of certain countries.
Verlomart always tries to offer the best service. If you have any other questions, please feel free to contact us.
