Avertissement / Disclaimer
Our aim is to guarantee customer satisfaction 100% of the time.
We invite you to take the time to learn more about our commitments, our values and our products, so that you can make a purchase with confidence and avoid the need for a return. It’s better for us, for you and for the environment.
Despite all our efforts to improve quality, we and our suppliers (factories, logisticians and carriers) reserve a contractual right to error of 2% of order volumes.
If you have a problem with your order (broken product, parcel never arrived, lost parcel, wrong product received or any other case), please contact us via our contact page so that we can help you as best we can and bring you satisfaction.
Vernixa® commitment
At Vernixa®, we’re dedicated to promoting sustainable living and solidarity. By choosing to participate in our donation program, you are helping us to make a significant difference to our planet and our community.
Ecological Return Policy
Our commitment to the environment and the community is at the heart of our return policy. If you’re not entirely satisfied with your purchase, we offer a more ecological and supportive alternative: donate your products in exchange for a voucher, in addition to the traditional return. The choice is yours.
Reflection period
You have 14 days after your purchase to decide whether the product is suitable for you. After this time, we cannot offer refunds or exchanges (donation policy or traditional policy).
Product Condition for Return
To participate in our donation program or be returned for a traditional return, your item must be unused and in the condition in which you received it. It must also be in its original packaging.
Sale or promotional items (if applicable)
Sale or promotional items are not eligible for traditional refunds, but can be included in our donation program.
Exclusions
Certain types of products are not eligible for donation or return, notably perishable goods, intimate products or sanitary products.
Other non-returnable items :
- Gift cards
- Certain health and personal care products
To complete your return, we require a receipt or proof of purchase.
In some cases, only partial reimbursements are granted: (where applicable)
- Any item that is not in its original condition, is damaged or is missing parts for any reason not due to an error on our part.
Exchanges (if any)
We will only replace items that are initially defective or damaged. If you need to replace yours with the same item, use the return process (donation or traditional) that suits you. The steps involved are detailed later in this document.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit equivalent to the value of the returned item. Once the returned item has been received, a gift voucher will be credited to your Vernixa.com customer account.
If the item was not marked as a gift at the time of purchase, or if the person who gave the gift had the order sent to them with the intention of returning it to you at a later date, we will send the refund to them and they will know that you have returned their gift.
Shipping
For donations (donation process), no shipping is required. We encourage you to find a local organization to maximize the positive impact and reduce the carbon footprint.
In the case of a “Traditional” refund process, to return your product, you must send it to the address that will be communicated to you by our customer service department.
You are responsible for all shipping costs associated with the return of your item. They are non-refundable. If you receive a refund, and a prepaid return slip, the cost of return shipping will be deducted.
Depending on where you live, the time taken to receive your exchanged product may vary.
If you are shipping an item worth more than €75, we ask that you use a tracking service and have your shipment insured. We do not guarantee that we will receive the returned item (this service is provided by delivery companies external to Vernixa.com).
2 ways to request a return/refund: Donation or Traditional.
Donation process (recommended by 8 out of 10 people)
Instead of returning the product, we encourage you to donate it to a local charity (e.g. local association, childcare center, recycling center, crèche, etc.) or to a person in need. This supports our commitment to waste reduction and community support.
Ask for signed proof of donation (receipt, voucher, attestation on plain paper, deposit slip), which you will need for reimbursement.
How to proceed
From the My Orders menu, select the order concerned, then choose the “Returns/Refunds” option, then select “I make a donation for my return”.
After your donation, return with a legible photo or scan of your receipt on the order page to finalize your return.
Cash on delivery (where applicable)
In exchange for your gesture of solidarity, we’ll give you a credit (reusable voucher) on our site equivalent to the amount of your purchase , and a loyalty bonus giving you access to our VIP club. To do this, send us proof of donation (photo or receipt) via the “Returns Tracking” page of your order.
Traditional Return Process
If you would like a return and then a traditional refund, we are here to satisfy you.
How to proceed
From the My Orders menu, select the order concerned, then choose the “Returns/Refunds” option, then select “I do not wish to make a donation, I request a return for refund”.
In the returns form, please indicate the reason for your return and fill in the information requested. Your request will be taken into account instantly and processed within 4 working days.
You will then receive a return address to which you must send the product(s) concerned.
You are responsible for return shipping costs, as well as carrier insurance if the value of the return exceeds €75.
Traditional refund process (if applicable)
Once your return has been received and inspected, we will send you an e-mail to let you know that we have received the returned item. We will also let you know if your refund is approved or declined.
If approved, your refund is processed and your original credit card or payment method is automatically credited within 8 working days (depending on the bank).
If your return is rejected due to non-compliance with the return conditions indicated in this document, you may request that your items be reshipped at your expense or scrapped. If you do not inform us, we will dispose of the items concerned after 30 calendar days.
Delayed or missing refunds (if any)
If you have not received a refund within 2 weeks of our confirmation, please check your bank account first.
Then contact your credit card issuer, as it may take some time for your refund to be officially posted.
Then contact your bank. The posting of a refund is often preceded by a processing time.
If you’ve taken all these steps and still haven’t received your refund, please contact us via our contact page.
