退款政策

1. We want you to be thrilled with your new purchase. If, for any reason, you're unsatisfied with a product, notify us through the contact form on our Contact Us page, and our team will guide you through the return process. Like most return policies, we can only accept items in their original packaging and in like-new condition. If you've chosen White Glove Service, please keep the packaging if you're considering a return.

2. Note that products with scratches, stains, damages, or modifications can't be returned. Standard Curbside Shipping and White Glove Shipping charges from the original order can't be refunded once these services have been provided.

3. The return request must be submitted within 7 days of delivery, and products must reach our warehouse within 15 days from the delivery or pick-up date. Once received in good condition, our team will promptly issue a refund to the original payment method. If that option is unavailable, we're happy to provide store credit equal to the refund amount.

4. Return shipment must be independently arranged, with associated costs covered by the customer. If you need assistance, we're here to help; however, the fee, covered by the customer, will be deducted from the product refund.

5. Return Policy for Made-to-Order Items: We take pride in the quality and craftsmanship of our made-to-order items. Returns are accepted for these items under specific conditions:

1) A return fee of 50% of the total order value will be charged.

2) Returns must be initiated within a specified time frame from the delivery date. Regarding COM orders, final sales, and warehouse sales, we don't accept returns or exchanges. All items marked as final sale, warehouse sale, and showroom samples are non-refundable and non-exchangeable.

6. No Return or Exchange Policy for COM Orders, Final Sales, and Warehouse Sales:

COM orders, final sales, and warehouse sales are considered final:

1) All items marked as final sale, including warehouse sale items and showroom samples, are non-refundable and non-exchangeable.

1. A legal disclaimer

1) We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

2) Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging to be eligible for a return. You’ll also need the receipt or proof of purchase.

3) To start a return, you can contact us. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

2. Non-Returnable & Non-Exchangeable

Custom-made items or items made in the customer’s own material (COM) can not be returned, exchanged or refunded. Deposits are non-refundable.

3. RETURNS

Goods that have been specially Made-to-Order in a specific finish or upholstery colour as per the customer's specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. 'Made-to-Order' items are defined as items that are specially produced based on a customer's choice of finishes as ordered and put into production as per these specifications. All 'Made-to-Order' items are clearly labelled as such on the corresponding product page. If your order is received damaged or defective, then a replacement will be manufactured and delivered as soon as possible.

PLEASE ONLY PLACE YOUR ORDER IF YOU ARE SURE THAT THE ITEM AND FINISH ARE RIGHT FOR YOUR NEEDS, AS YOU WILL NOT BE ABLE TO CHANGE THE ORDER AFTER THE ITEM HAS BEEN ENTERED INTO PRODUCTION OR BECAUSE IT IS DIFFERENT TO WHAT YOU EXPECTED THE FOLLOWING DELIVERY UNLESS, OF COURSE, WE HAVE NOT SUPPLIED THE CORRECT ITEM OR SPECIFICATION AS PER THE ORDER CONFIRMATION.

ALSO, IT IS IMPERATIVE FOR YOU TO CHECK ACCESS TO YOUR PROPERTY AS DELIVERY WILL BE ACTIONED ON THE BASIS THAT YOU HAVE CHECKED THE DIMENSIONS OF THE ITEM YOU WISH TO ORDER AND THAT IT FITS THROUGH ALL DOORWAYS, STAIRWELLS AND WITHIN THE AREA OF THE INTENDED USE. VINTARA DESIGN IS NOT RESPONSIBLE FOR THIS STIPULATION WITHIN YOUR ORDER PROCESS.

4. RIGHT OF WITHDRAWAL

1) Consumers have the right to return the order within 30 days of receiving the order. The right applies only in the case that the product and its original packaging can be returned in the same condition as when received.

2) Any courier damages or incorrect deliveries should be advised by email, together with a clear digital image of the problem, within three days of receiving the goods.

3) Return costs must be charged to the customer. After the receipt, Vintara Design will examine the goods to verify any damages (substantial integrity is an essential condition for the exercise of the right of withdrawal). For example, suppose the goods have been damaged during transport. In that case, Vintara Design will inform the customer (within seven working days from the receipt of goods) to enable him to make a timely complaint against the carrier of choice and get a refund of the value of the property (if insured). In this case, the product will be made available to the customer for return, simultaneously canceling the withdrawal request.

4) Vintara Design is not responsible in any way for damage or theft/loss of goods returned by uninsured shipments.

5) The consumer can not exercise the right of withdrawal for the supply of goods made-to-order, custom-made or in COM, "Based on a personal choice or personalized" (art. 55 Legislative Decree 09/06/2005 n. 206), for more information contact our customer service.

5. CANCELLATION

Made-to-order and custom-made items can only be cancelled or modified within seven days of placing the order; after that time, it must be presumed that production has commenced and any cancellation or modification is no longer possible. When ordering a Made-to-Order or custom-made piece of furniture, you must be certain that the specification you order exactly meets your requirements. Once manufacture has commenced, it will not be possible to change it. Made-to-Order or custom-made items cannot be cancelled, even if the order is subject to an unforeseen delay.

Vintara Design is not responsible for any item that is not returned in the manner set forth below:

The product you return must be in new, unused condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or signs of any wear. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. The cost of returning any unwanted products will be the responsibility of the buyer. Please ensure you keep all the original packaging and carefully repackage the item for transit, as it is also the buyer's responsibility to insure the goods for transit.

6. DAMAGED/FAULTY STANDARD GOODS

1) We work closely with our distribution partners to make sure your merchandise arrives safely. However, damages from shipping and handling may sometimes occur. The process is easy: you send us pictures and a description of the damages within 48 hours of receiving the item. To help us protect you and your merchandise and enable us to make a claim on your behalf if items are lost or arrive damaged due to transport, it is important that you inspect all merchandise carefully upon delivery before signing the "Proof of Delivery" receipt. If you cannot inspect your merchandise upon delivery for any reason (e.g., you cannot fully unwrap the merchandise or do not immediately see any damages to merchandise or packaging), please declare the merchandise as damaged on the Proof of Delivery before you sign. Signing a Proof of Delivery receipt without indicating any damages will free the transporter of all responsibility regarding loss or damage to your goods and prevents us from filing damage claims on your behalf.

2) Once you have signed for a shipment, any damage that occurs from that point cannot be classified as transit damage and therefore does not qualify for a damage claim to replace the product. Make sure to keep all original packaging and inserts. Damaged products can only be resolved with replacement unless otherwise advised by our team.

3) Actual photos of damage must be emailed immediately after receipt of the order.

4) ** Please remember to retain the original packaging! If the item is damaged, the packaging is considered evidence in a claim.

5) As a resolution, we will either provide you with a new product, a replacement part, offer a blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your refund.

6) Vintara Design reserves the right to request the return of the defective unit before sending a replacement. The defective unit must be properly packaged.

7. DAMAGED/FAULTY MADE-TO-ORDER ITEM

Should a Made-to-Order item be received damaged or defective, after inspection of the item, it will be repaired locally, or a replacement of the parts will be arranged at no cost to the client. However, this is dependent on the client taking the following action:

On receipt of the goods, inspect the packaging before opening it, and photograph any external damage; the courier company/driver must be informed directly upon delivery, and all packaging must be kept as the courier company must view the contents for any claim to be accepted. Failure to do so will be taken as acceptance by you that all goods were received in perfect condition and no claim can be made for a repair or replacement.

1) Unpack and inspect your purchases immediately upon receipt as no claim for replacement due to delivery damage or defect cannot be made after three days.

2) Any claim regarding a damaged or defective item must be made at once by email with photographic evidence.

3) Whenever a Made-to-Order product is returned by a client, it must be adequately packed in the original packaging to prevent further damage.

4) Actual photos of damage must be emailed immediately after receipt of the order.

Due to the logistics involved, reported problems from EU countries wIll be dealt with financial reimbursement. We do not collect any returned items. We either a) send replacement parts or b) pay compensation for items damaged or missing. Warranty is void in all cases whereby any item has been modified from its original condition.

If you do not wish to accept our offer to replace or repair the item, then the item must be returned to us for a refund. The cost of the return is at the client's expense for orders outside the HongKong.

** Please remember to retain the original packaging! If the item is damaged, the packaging is considered evidence in a claim.

In the event of a problem, please contact us as soon as possible.

Last updated: 4/26/2024