Returns and Exchanges
We take care in crafting every order. If something isn’t right, here’s how we handle it.
Returns
Unused, unburned items may be returned within 14 days of delivery.
To request a return, email tellus@viridiancrafts.com with:
- Your order number
- Reason for return
Items must be in original condition with all packaging included. We may request photos before approving a return.
Return courier fees apply unless the item is confirmed defective.
Damages & Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
Email:
- Your order number
- Details of the issue
- Clear photos (required for all damage claims)
Minor cosmetic imperfections that do not affect performance are not considered defects.
Approved damaged or defective items will be replaced after inspection. We do not issue refunds for damaged items.
Non-Returnable Items
The following cannot be returned:
- Opened or used products
- Discovery Boxes (all varieties)
- Gift vouchers
- Promotional or sale items
Exchanges
To exchange an item, contact us within 14 days. Once the returned product is approved, you may place a new order or request store credit.
Return shipping applies.
Refunds
Once a return is approved, you may choose:
- Store credit
- Refund to your original payment method (processed within 10 business days)
We reserve the right to decline returns or future orders where policy misuse is evident.
Order Cancellations
Orders may be cancelled within 24 hours of purchase.
Once dispatched, orders cannot be cancelled.
Delivery Fees
Return shipping for exchanges or refunds is the customer’s responsibility.