Exchange & Return Policy


At Verde Jewellery, we take pride in the craftsmanship and quality of our creations. In accordance with our Terms of Service, all online purchases operated on an Exchange-First basis, with refunds reserved for exceptional circumstances as outlined below.

1. Exchange & Return Terms

Verde Jewellery accepts exchange requests for eligible items purchased via our online store within 7 calendar days of delivery. Our exchange, return and refund service is subject to the following terms:

A. Eligibility
Items must be unworn, unaltered, undamaged and returned in their original condition with all original packaging, certificates, security tags, and documentation intact. Items not meeting these conditions will not be accepted for exchange or return;

B. Defective Items
In the event of a reported manufacturing defect, the item must be returned to Verde Jewellery for inspection. The determination of whether a product exhibits a manufacturing defect shall be made solely at the discretion of Verde Jewellery.
 
Normal wear, tear, scratches or tarnishing occurring after delivery, or damage resulting from misuse, accidents, structural alteration, or improper care are excluded from manufacturing defects and do not qualify for exchange, repair, or refund.

Where a manufacturing defect is confirmed by Verde Jewellery, an exchange or repair will be offered in the first instance. A refund will be considered only if an exact replacement, suitable alternative, or repair is unavailable, without prejudice to any applicable non-waivable statutory consumer rights.

C. Non-Returnable & Non-Refundable Items
The following creations are excluded from any return, exchange, or refund eligibility:

  • Pre-order, bespoke, customised, engraved, resized, tailor-made, or made-to-order creations;
  • Limited-edition items or specially sourcing orders;
  • Items marked as "Sale" or listed at a promotional price; and
  • Items that show signs of wear, or those that have been resized, altered, or repaired by the customer or any third party after delivery;

D. Limit on Exchange
Each item is eligible for a one-time exchange only. Once an exchanged has been completed, the replacement item is considered a final sale and is not eligible for further exchange, return, or refund under any circumstances.

E. Exchange Price Differences
If the item selected for exchange is of a higher value than the original, the customer is required to settle the price difference prior to dispatch. If the replacement item is of a lower value, the remaining balance will be issued as store credit (valid for 12 months from the date of issue), redeemable for future purchases on our online store. No cash refund will be provided for the difference.

F. Promotional Code Purchases
Items purchased using a promotional code remain eligible for exchange or refund, subject to the conditions above.

Any approved refund will be based on the net amount actually paid at the time of purchase. Promotional codes, discounts or coupons applied to the original order shall be deemed fully consumed upon use and will not be re-issued, refunded, or credited back under any circumstances.

For orders where a total-spend discount was applied, if a partial refund results in the remaining order value falling below the threshold required for the original discount, the discount value will be deducted from the refund amount accordingly.

G. Exchange & Return Authorisation Process
To initiate an exchange or return, the customer must contact us at info@verdejewellery.it within 7 calendar days of delivery, as determined by the courier’s tracking record, quoting their order number and reason for exchange or return, and providing supporting photographic or video evidence where applicable.

Upon receiving written authorization from Verde Jewellery, the item must be dispatched within 7 calendar days from the authorisation date. Requests submitted without prior authorisation, or outside the specified timeframes, will not be accepted; and

H. Return Shipping & Insurance
Customers are solely responsible for all return shipping fees, handling charges, and applicable import duties, taxes or clearance fees associated with return or exchange.

All return shipments must be sent via a trackable courier service with a signature requirement upon delivery. Given the nature of our creations, adequate shipping insurance coverage for the full declared value of the item is required.

Verde Jewellery accepts no liability for parcels that are lost, stolen, delayed, or damaged in transit. No exchange or refund will be processed until the item has been safely received and signed for by our authorised personnel.

 
2. REFUND DEDUCTIONS & PROCESSING TIMELINE

Upon receiving, inspecting, and approving the returned item(s), a refund of the product cost will be processed subject to the following conditions:

Logistical Deductions
All original shipping fees are non-refundable. For international orders, any duties and taxes incurred at the destination country are remitted to local authorities and are non-refundable by Verde Jewellery;

Restocking Fee
A 3% restocking fee applies to all approved refunds processed via credit card. This fee will be waived if the customer opts for an exchange instead of a refund; and

Processing Timeline
All approved refunds will be credited to the original payment method used at checkout. Please note that refunds typically take 10 to 14 business days to reflect on your statement, depending on your card issuer and banking institution. Verde Jewellery has no control over the final processing timeline once a refund has been issued.

 

3. GENERAL PROVISIONS

Verde Jewellery reserves the right to reject any return, refund, or exchange request that does not comply with any of the conditions set out in this Policy.

Nothing in this Policy limits, excludes, modifies, or restricts any statutory rights, warranties, or remedies that cannot be excluded or limited under applicable law (including applicable consumer protection legislation in Hong Kong).

To the extent that any provision of this Policy is inconsistent with applicable mandatory consumer laws, such law shall prevail, and the remaining terms of this Policy shall continue in full force and effect.

This Exchange and Refund Policy, along with any disputes or claims arising out of or in connection with it, shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.

In the event of any discrepancy or inconsistency between the English and Chinese versions of this Policy, the English version shall prevail.

In the event of any disputes, the decision of Verde Jewellery shall be final.

 

4. CONTACT US

For any inquiries, assistance, or to initiate a return request regarding this Policy, please contact Verde Jewellery via our dedicated customer service channels:

Updated on: 30/07/2026