Returns, Refunds & Claims
We want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with a product, you can notify us via the contact form on our Contact Us page, and our team will provide all of the details for initiating a return. Just like most return policies, we are only able to accept returned items that are in original packaging and like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.
Regular Return
If you are outside of the fulfillment area, you may return your order independently. The return shipment would need to be independently arranged, and all associated costs covered by the customer.
Assisted Return (limited availability)
If you are within the fulfillment area, you can request an assisted return in which case the carrier will collect the order for return. This would be a curbside collection only. The equivalent of the standard outbound shipping fee would be reduced from the product refund. Additional fees may be applicable if additional services are required. Please contact our team to see if you are within the fulfillment area.
The products need to be received back at our warehouse within 30 days from the delivery or pick-up date. As soon as the returned product(s) are received back at our warehouse in good condition, our team will issue your refund. In order to process your return as quickly as possible, we ask that your order number be clearly marked on all boxes for our warehouse team. We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.
Custom orders, products marked as Final Sale, and any part(s) orders are not able to be returned or refunded. Any item marked as "Final Sale" is not covered by our usual Vivereluxury Limited Warranty.
We stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while.
- Inspect the item upon delivery. If you need to store your items for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage as the (3) day claims window will still apply.
- If damage is noted, accept delivery and sign off with the carrier as "damaged upon arrival."
- Photograph the item and packaging. If the affected piece is an upholstered product, please photograph the PI label, which is located at the underside of the product.
- If an item or part is structurally damaged and completely unusable, refuse delivery of the damaged item or part only.
- Do not refuse undamaged items or parts. You are responsible for all redelivery costs, including but not limited to storage fees.
- To file a claim, call your sales rep or send an email to our customer service.
- Claims received in excess of (2) calendar days beyond delivery will not be accepted.
- Photographs must be clear and attached to your claim within (2) calendar days.
- We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion.
- In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible. Items with aesthetic blemishes will be subject to a custom order replacement.
- The customer may be responsible for any labor and/or shipping of parts.
- If you accept a replacement order but later wish to cancel it in favor of a different resolution, Vivereluxury cannot guarantee stopping the shipment. Return fees may be incurred.
- Vivereluxury furniture is for indoor use only unless explicitly specified. As such, we will not cover the costs for damaged or defective items resulting from customer negligence.
- If you do not accept any of our solutions to the case, you will be responsible for the safe return of the item(s) under our return policy.
- In the event Vivereluxury deems all resolution attempts have failed, Vivereluxury reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges.
- All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by the Vivereluxury Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.
Cancellation - Unshipped
- You can cancel your order for a full refund before the order is set up for shipment. Please note that this does not apply to Custom Orders.
Cancellation - Shipped
- You can cancel your order once it has been set up for shipment. However, please be aware that the costs of both outbound and return shipping will be deducted from your refund amount. Please note that this does not apply to Custom Orders.
Cancellation - Custom Orders
- Once a custom order has entered production and moved to ‘In Production’ status, all costs of production have been incurred. Therefore, a cancellation is no longer possible, and the balance paid cannot be refunded.
- If you have already received your order, please refer to the Return Policy above as a cancellation is no longer available.
Refunds can only be issued via the original method of purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear. Vivereluxury cannot be held responsible for third-party costs.
Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.
All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by Vivereluxury Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.
What Does This Warranty Cover?
This warranty covers manufacturing defects in Vivereluxury furniture.
How Long Does The Coverage Last?
- Indoor furniture: 1-year warranty for metal or solid wood structural failures, and 1-year warranty for soft parts and workmanship failures.
- Outdoor furniture: 2-year warranty for metal structural failures, and 1-year warranty for soft parts and workmanship failures.
- Electrical components for lighting and standing desks: 90-day warranty.
What Will Vivereluxury Do?
- Provide replacement parts at no charge with a lead time of 14-24 weeks (customer covers labor/shipping costs).
- Reimburse local repair charges under approved conditions.
What Does This Warranty Not Cover?
- Marble, paint, leather, fabric, cushioning, glass, coatings, and certain other materials.
- Damage from misuse, weather conditions, improper care, or natural wear.
- Outdoor use of furniture not explicitly stated for outdoor use.
How Do You Get Service?
For any warranty inquiries, please complete the contact form via our Contact Us page, including your order number, a description of the issue, and supporting pictures or videos.
How Does State Law Apply?
This warranty gives you specific legal rights. You may also have other rights which vary from state to state.