At VIAN Furniture Shop, we take pride in offering premium furniture collections to design-conscious customers worldwide. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your item, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of delivery for a refund or exchange. To be eligible for a return:

  • The item must be in its original condition – unused, undamaged, and in the original packaging
  • All tags and protective coverings must be intact
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

Due to the nature of these products, the following cannot be returned unless they arrive damaged or defective:

  • Custom or made-to-order furniture pieces
  • Items marked as “Final Sale”
  • Products that have been assembled, used, or altered

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear VIAN Customer Service, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Item Name: [Product Name] Reason for Return/Exchange: [Please specify] [Your Full Name] [Your Contact Information] [Your Shipping Address]

Step 2: Wait for Approval

Our team will review your request and respond within 2 business days with:

  • Return authorization (if approved)
  • Return shipping instructions
  • Any additional information needed

Step 3: Package and Ship Your Return

Once approved:

  • Repackage the item securely in its original packaging
  • Include all original tags, manuals, and accessories
  • Affix the return shipping label we provide (for exchanges or defective items)
  • For standard returns, you’ll be responsible for return shipping costs unless the item is defective

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your returned item:

  • Refunds: Will be processed within 5-7 business days
  • Exchanges: Your replacement item will be shipped within 1-2 business days after we receive your return

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-7 business days after processing
  • PayPal: 3-5 business days after processing

Note: Shipping fees are non-refundable unless the return is due to our error or a defective product.

Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may ask you to return the damaged item (we’ll cover all shipping costs)

International Returns

For our international customers (excluding Asia and certain remote areas):

  • You are responsible for return shipping costs and any applicable customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency exchange rates

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

VIAN Furniture Shop
3791 Duck Creek Road
Palo Alto, US 94306
Email: [email protected]