Refund policy

We want to offer all of our customers a first class service. Therefore, we hope that you are satisfied with the purchases you have made. Nevertheless, it can happen that you want to return items. Please read our return policy. We will provide you with the best possible support for returns.

Items that can be returned

Items to be returned, refunded or exchanged under the warranty* must meet the following criteria:

  1. The claimed items are damaged, defective, or got dirty during shipping.
  2. The items received are wrong (not as specified in the order).

*Warranty: 14 days for the remaining items.

*7 days return without reason for customers outside the EU.

If you are not satisfied with your purchase and the product is still in brand new condition, we can process a refund for the item price. The costs for the return are to be borne by you. Please submit a "Return or Exchange" ticket within 7 days of receiving the order. This 7-day period applies to customers outside the EU and does not limit the statutory withdrawal rights of EU consumers described at the end of this policy.

Note: Items that can be returned/refunded or exchanged within 7 days of receipt must meet the following criteria:

  1. The items are in the original packaging with tags.
  2. Items are in brand new condition: unwashed, unworn, unused and unaltered.
  3. You’ll also need the receipt or proof of purchase.

Conditions for return:

Please understand that we cannot cover the return costs for items without defects. All return requests must be approved by our Customer Service before they can be returned to our returns address.

Items that cannot be returned:

For customers outside the EU, we cannot accept returns in the following cases:

  1. If items are returned outside of the 14-day
  2. Washed, worn, used or misused items without tags.
  3. Perishable goods (such as food, flowers, or plants).
  4. Custom products (such as special orders or personalized items).
  5. Personal care goods (such as beauty products).
  6. Hazardous materials, flammable liquids, or gases.

EU consumers should refer to the additional terms at the end of this policy.

Before making a return request:

If for any reason you wish to cancel your order while the package is in transit, please ensure you wait for it to arrive before submitting a return request. Because shipping across borders is a major challenge: domestic and international customs regulations as well as domestic and international shipping companies and agencies.

For EU customers, notifying us of withdrawal does not require you to wait for the package to arrive. Please see the additional EU terms at the end of this policy.

If you refuse to take delivery of your package or do not pick it up at the location you have specified, our customer service will not be able to trace the process. Unfortunately, our customer service cannot process your return request in these cases.

If the package needs to be returned to our warehouse for reasons under the customer's control (check details below), we will contact you for a refund of the return shipping cost and arrange the return. However, please understand that a reimbursement of costs is not possible in such cases. Information on the personal reasons of the customer:

  • Wrong address / no recipient
  • Invalid contact information/no response to delivery calls and emails
  • Customer refuses to accept the package/pay the tax/complete the customs clearance
  • Package not picked up on time

We offer a 100% money back guarantee on any products that are defective or damaged during shipping. Just let us know and we will provide you with a return address and a replacement or refund, whichever you prefer.

If you are not satisfied with your order, please contact our support and we will do our best to help you!

We will not issue a refund if:

  • Your order does not arrive due to factors within your control (such as providing the wrong shipping address).

Return Address and Refunds

Return address:

Please always submit a "Return or Exchange" ticket to Customer Service to obtain the return address.

Please DO NOT return your package to an address listed on the shipping label of the package you received. We cannot accept responsibility if packages are returned to the wrong address.

Our products may be fulfilled by different production and fulfilment facilities, depending on the items in your order. For this reason, the correct return destination may vary by order or item.

After receiving your request, we will provide the appropriate return address and instructions for your specific order.

Refunds:

For returns outside the EU, the refund will be credited to your account. Unfortunately, the original shipping costs and insurance costs are non-refundable.

For EU consumers, refunds and delivery costs are handled according to the additional EU terms at the end of this policy.

A notice:

If you wish to return an item, please confirm that you have received your package by clicking on "Order received". Then please send us a "return or exchange" ticket. We do not offer a return label service. Please contact our customer service for advice. After you send us your ticket, our customer service will review your request according to our policy, the warranty, the condition of the product and the supporting documents you have provided.

We are also not liable for subsequent orders that have not been properly handled without prior approval from Viridian Matter. We also need supporting documents for each complaint, such as photos, videos, etc.

*Notification for EU consumers:

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

  1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
  2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Therefore, we reserve rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Request period for trackable packages

Please note that all shipping companies only accept requests received within the request period. If you wish to check for packages that you have not received, please contact Customer Service within the applicable timeframe:

  • Express Shipping: 10 days from the date of shipment
  • Express delivery/ Priority Line/ Airmail: 5 days from the date of dispatch
  • Postal Service - Tracking: 10-12 days from day of dispatch

 

Additional Terms for EU Consumers

These additional terms apply to consumers in the European Union (EU). If they conflict with other parts of this policy, these terms take priority.

1. Right of withdrawal — 14 days

EU consumers generally have 14 days to withdraw from an online purchase of goods without giving a reason. The period starts when the goods are received, or, for an order delivered in separate shipments, when the last item is received.

2. How to withdraw

You can withdraw using our online withdrawal function, accessible in the footer menu “Returns and cancellations”. Follow the instructions to submit and confirm your withdrawal.

After an online withdrawal, we will send an acknowledgement by email, including the withdrawal details and the date and time submitted.

3. Returning goods

Please send the goods back within 14 days after notifying us of your withdrawal. Contact Customer Service for the correct return address, as it may vary by item or fulfilment facility. Requesting the address does not extend or restrict your right to notify us of withdrawal. If you withdraw before delivery, you may notify us immediately; if the goods are subsequently delivered, please contact Customer Service promptly.

You should return items in good condition, with their original tags and packaging where possible. You may examine goods as you would in a shop. If handling goes beyond what is necessary and reduces their value, you may be responsible for that reduction.

You pay the direct return costs for a change-of-mind withdrawal as you were informed of this before purchase and in our policy.

4. Refunds for EU withdrawals

We will refund eligible payments without undue delay and generally within 14 days after receiving your withdrawal notice. Refunds include standard delivery costs, but not necessarily extra costs for a more expensive delivery option you chose. You are still responsible for the direct cost of returning goods when you withdraw.

We may wait to refund until we receive the returned goods or evidence that you have sent them back, whichever happens first. Refunds will normally use the original payment method without a refund fee.

5. Exceptions and defective goods

Legal exceptions may apply to goods made to the consumer’s specifications or clearly personalized, and to certain sealed hygiene goods that have been unsealed. Products printed on demand using our standard designs are not automatically exempt.

Your statutory rights for defective, damaged, or incorrect goods remain unaffected. Depending on the circumstances, you may be entitled to replacement, a price reduction, or a refund, including necessary shipping or return costs where required.

6. Orders not yet shipped

If your order has not yet been fulfilled, you may request cancellation through the available cancellation function. If it has shipped, you may still notify us of withdrawal within the applicable period without waiting for delivery.

 

Receipt of delivery & invitation for an evaluation

After delivery, we will send you an email inviting you to share your shopping experience with us.

*We hope that you were satisfied with our service. You are welcome to confirm delivery and write a review. (Our system will automatically confirm delivery if you don't.)

*If you have not received the package yet, please contact customer service.

If you need help, please contact us.