Return & Exchange Policy
WHAT IS YOUR RETURN POLICY?
1.1 We ensure that all products are high quality and we do check all orders before they are shipped. In the rare circumstances that your item(s) has a manufacturer defect or you have a warranty claim, please contact us or email us within 24 hours upon receiving your item(s). Vidi Furniture may request for photos to support the assessment of your claim. If the warranty claim is accepted, we will arrange for the replacement or we can issue a store credit or refund for the item(s).
1.2 Please take note of the following:
1.2.1 We will refund the total for your order, deduct our costs for shipping and handling way for exchanges, (unless due to mishandling or manufacturers’ defect) full order amount will be refunded.
1.2.2 For items that are shipped free, our costs shipping and handling costs will be deducted from your refund, (unless due to mishandling or manufacturers’ defect) full order amount will be refunded.
1.2.3 An order cannot be cancelled once it has been shipped. If you decide to cancel after shipment, our standard return policy applies.
1.2.4 Returned items must be in new condition and in the original packaging.
1.2.5 Please do not assemble or modify a product before returning it or else we cannot refund your purchase.
1.2.6 If your order arrived damaged or defective, please contact us or email us immediately.
HOW DO I RETURN MY PURCHASE?
2.1 If your product arrived is not as what you seen OR order on our website, you can return it for up to 14 days after delivery. We charge NO RESTOCKING FEES, but shipping costs are non-refundable.
2.2 All return items must have original tags and packaging; and has not been installed, used, or modified. We stand by our products – if your order arrives damaged or defective or you’d like to order replacement parts, we can help right away.
2.3 If you wish to return an item, please contact us or email us and please indicate your order number in the message line.
A FEW EXCEPTIONS TO NOTE:
3.1 Non-returnable Items -We cannot accept returns on some items such as custom made, made to order, special order, or clearance/sale. Gift Certificates are also non-returnable.
3.2 Some products are special. We will modify our return policy for some types of products unless stated otherwise.
HOW LONG WOULD IT TAKE FOR MY RETURN AND REFUND TO BE PROCESSED?
4.1 We will immediately (within 2-7 working days) process the refund after receiving of the returned item(s). Refunds are typically issued through the same transaction method you used in the original purchase. For example, if you used a credit card as your payment method, the purchase amount will be issued to your credit card. Credit card refunds usually reflect on your billing statement in the following billing cycle. Payments made by bank transfer credited back to the same bank to you by our 3rd Party Service Provider.
WHAT IF MY ORDER ARRIVES DAMAGED?
5.1 We pack all of our products well so they arrive on your doorstep snug, safe, and secure. We make sure all our products are packed well before ship, and we refuse to sell products that are easily damaged during shipping. If an item arrived with damaged or with parts missing, please notify us within 24 hours. We’re happy to send your replacement as soon as possible.
5.2 When you sign for the parcel, even if the package appears only slightly damaged, please write “Package Damaged.” If the package looks significantly damaged, you may refuse to receive it. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.
5.3 If you have already accepted the parcel and notice missing or damaged parts, please contact us right away and we will ship your replacement part(s) free of charge. We usually only allow to lodge claims in 24 hours. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.
5.4 If you decided do not want part(s) or a replacement unit, you can return the item under our standard return policy.
5.5 If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, please return the product to us and we will refund to you, no shipping charge will be applied from you.
5.6 If your product has a manufacturer’s defect, we can either replace the defective part, or, if necessary, the entire unit.
5.7 Buyer may request send back the damaged item or defect part to us. We process the exchange or refund procedure after we receive the item or part.