Return and Refund Policy

Last Updated: November 14, 2024

At Verde Vista, your satisfaction is our top priority. This policy describes the terms for refunds, returns, and exchanges of products and services we offer in compliance with Dutch and European consumer protection legislation.

1. Right of Withdrawal Period

You have the right to withdraw from your purchase within 14 days without giving any reason. This cooling-off period expires 14 days after the day you or a third party indicated by you acquires physical possession of the goods. For services, the withdrawal period begins on the day the contract is concluded.

2. Requirements for Refunds and Returns

  • The product must be in its original condition, unused and undamaged.
  • The purchase receipt or invoice must be included.
  • Products must be returned in original packaging where applicable.
  • For defective products, evidence such as photos is required.
  • Withdrawal must be communicated before the deadline expires.

3. Non-Refundable Products and Services

The right of withdrawal does not apply to:

  • Digital content downloaded or accessed with your consent.
  • Personalised or custom-made items.
  • Perishable goods or goods with a short shelf life.
  • Services fully performed with your prior express consent.
  • Audio or video recordings or computer software if unsealed.
  • Gift cards or promotional vouchers (unless defective).

4. Request Procedure

To submit a withdrawal or refund request, contact us at [email protected] and provide the following information:

  • Your full name and contact details.
  • Order number or proof of purchase.
  • Clear statement of your decision to withdraw.
  • A description of the issue or reason for your request.
  • Evidence for defective or damaged products (photos, etc.).

5. Return Shipping and Costs

You bear the direct cost of returning goods unless we have agreed to bear those costs. We will reimburse the standard delivery costs if you withdraw from the entire order. The cost of returning goods that cannot normally be returned by post may be proportionately higher.

6. Refund Timeline and Process

We will reimburse all payments received from you, including delivery costs, without undue delay and in any case:

  • Within 14 days from the day we received your withdrawal notice.
  • We may withhold reimbursement until we have received the goods back.
  • Refunds will be issued in EUR to your original payment method.
  • We will not charge any fees for the reimbursement.

7. Defective or Incorrect Products

If you receive a defective or incorrect product, you are entitled to:

  • A replacement product at no extra cost.
  • A full refund including return shipping costs.
  • Repair of the product where appropriate.
  • Price reduction if applicable.

These rights apply in addition to your right of withdrawal and legal guarantee rights.

8. Legal Guarantee

All products come with a legal guarantee of conformity lasting 2 years from delivery. During this period, if a product is defective, you can request repair, replacement, price reduction, or refund as appropriate under Dutch and EU consumer law.

9. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be published on this page with notice. Your statutory consumer rights remain unaffected by any policy changes.

10. Dispute Resolution

If you have a complaint about our products or services:

  • Contact us directly first to resolve the issue.
  • You may file a complaint with relevant industry dispute resolution bodies.
  • Use the EU Online Dispute Resolution platform for cross-border disputes.
  • Contact the European Consumer Centre Netherlands for assistance.

11. Contact

For questions or concerns about this policy, you can contact us:

  • Email: [email protected]
  • Phone: +31 20 555 0123
  • Address: Herengracht 450, 1017 CA Amsterdam
Important Note: This policy complies with Dutch consumer protection law (Burgerlijk Wetboek), EU Consumer Rights Directive (2011/83/EU), and other applicable European legislation. Your statutory consumer rights are not affected by this policy.