Returns & Exchanges
I received damaged or defective items in my order
Your experience matters to us, and we take great care to quality check all of our products and packaging before shipping out.
In the unfortunate event that your item arrived damaged or defective, please write us an email at verterrasg@gmail.com with the following details:
- Name (used in order)
- Order Number
- Description of defect
- Attach any photos or videos that you have of the malfunction/defects.
Kindly allow us up to 3 working days to review your case and reply your email with the next steps. Do note that depending on the nature of the malfunction/defect, we will determine whether the item will be repaired or exchanged.
How do I know if my item is defective?
A defect in the product as a result of manufacturing issues would cause the product to function incorrectly or not at all.
In the case of our Nebulisers and Humidifiers, this may mean the products may not turn on or failing to diffuse the essential oils in accordance to the functions as stated on the product listing.
Product Defects vs. Natural Variations
As we use 100% natural ingredients in our personal care and aromatherapy products (e.g Castile soap, essential oils), please note that there may be slight variations in scent, colour or intensity between different batches. Rest assured that these variations are completely normal and do not affect the efficacy and quality of our products.
In such instances, these variations would not be considered as defects. Defects for these items would refer to cracks or leakages in the bottles containing the products or any other issue that would result in the product being unable to be used properly. In these cases, please do not hesitate to contact us for a replacement.
Am I able to return or refund my item?
Unfortunately, we are unable to accept any returns or refunds at the moment due to the nature of our products.
All sale items are strictly non-refundable and exchangeable.
Warranty
Do any of your items come with a warranty?
Our Aromatherapy Nebulisers and Humidifier come with a three-month warranty which will start one week from the date of successful delivery.
What does the warranty cover?
The warranty will cover any defects arising from manufacturing that causes the malfunction or functional failure of the Nebuliser or Humidifier. Examples include issues with the power button, misting mechanism, automatic shut-off features or cracking/leaking due to faulty materials.
Warranty Exclusions
The 3-month warranty will not cover malfunctions in the following instances:
- Improper usage of the nebuliser not in accordance with instructions as stated in the provided manual
- Using essential oils that are not 100% pure (e.g fragrance oils, carrier oils etc.)
- Damages caused by negligence (e.g dropping of the nebuliser)
- Malfunctions as a result of attempting to modify, disassemble or repair the nebuliser on your own
- Normal wear and tear
Please note that the warranty is non-transferable and only applies to the original end purchaser.
How do I request for an exchange or repair under warranty?
To start the exchange or repair process for items under warranty, please write to us at verterrasg@gmail.com with the following details:
- Name (used in order)
- Order Number (if possible)
- Description of malfunction
- Attach any photos or videos that you have of the malfunction/defects.
Kindly allow us up to 3 working days to review your case before replying to your email with next steps. Do note that depending on the nature of the malfunction/defect, we will determine whether the item will be repaired or exchanged.