After-sales

30 Day Return Policy

General Return

You can initiate a return within 30 days of receipt whenever you are not satisfied with the item, but you would need to pay for the return or exchange cost if no damage issues are involved. For general return you need to keep the original packaging, for more detail see Why Should l Keep the Original Packaging. Item(s) must be:

Quality issues arising after minimal use.

In brand-new condition:

· Uninstalled and/or non-assembled

· Unused, no pieces missing

· With original tags and original packaging

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would NOT accept if the item(s) are marked delivered greater than 30 days when you initiate the return

 

A few items can’t be returned, including:

· Clearance items

· Customized items

· Offline purchase (items or parts not listed on our website)

· Items marked “Non-Returnable” on the product page

· Without original packaging or serious damage to the original packaging

· Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What you need to know before you start a general return

· Please kindly do not discard any original packaging or wrapping materials from the item(s) you received.

· You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, you need to prepare pallet yourself.

· Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.

· At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.

· You would need to cover the return shipping cost if there are no quality issues involved.

· We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the retrun yourself.

Faulty or Damaged Products

· Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the furniture is missing parts during assembly, and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

· All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

· Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

· Damaged items means items that have been damaged in shipping:To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.

· Undeliverable and Refused Package:If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

Why Should I Keep the Original Packaging?

Keeping the original packaging is essential for a smooth and secure return process.
Here’s why it matters:

· Protects the Item During Return Shipping
Our furniture and home décor pieces are carefully packed to ensure safe delivery. Returning them in the same packaging helps prevent damage during international transit.

· Ensures Your Refund Is Processed Quickly
Items returned in their original condition and packaging can be verified faster, allowing us to process your refund without delays.

· Meets Customs and Carrier Requirements
International carriers and customs authorities require products to be shipped as “unused goods.” Damaged or missing packaging may cause clearance issues or additional fees.

· Supports Sustainable & Responsible Handling
Reusing the original packaging helps reduce waste and allows us to inspect and repurpose returned items responsibly.

· Maintains Product Value & Brand Quality
As a luxury brand, we ensure every product meets the highest standards. Keeping the original packaging helps us maintain the same level of quality for all our customers.

Please Note: Items returned without original packaging may not qualify for a full refund.

How to return the items?

· Contact Us: You can start your return by logging in to your Vastatio account or by contacting our customer service team via email.

· Provide Details: Please include your order number, reason for return, and any supporting photos or evidence to help us better understand your situation.

· Assistance & Approval: Our professional support team will review your request, answer any questions, and guide you through the return process.

· Package the Item(s): Once approved, please ensure all parts are securely packed in their original packaging.

· Ship the Package: Send the item(s) back using a trackable shipping method, and share the tracking number and carrier with us to avoid any refund delays.

 

Once the return request is approved, you will receive a return notification email and a return sticker, then return the item according to the return instructions in the email.

We determine the return address based on the shipment origin. For shipments originating from the U.S., the return address will be our U.S. warehouse. For shipments originating from the country where the goods were manufactured, the return address will be our factory. We will notify you via email at that time.Please do not return your item before acquiring the return merchandise authorization and not send back directly to the address according to the website or on the shipping label.This may lead to unnecessary disputes. We are committed to serving every customer well. Please trust that we have the capability to resolve these matters for you.

The return address will be sent to you with a return sticker via Email once the return has been approved.

You will receive a notification email within 3-5 working days after we received your item(s), and receive a refund within the next five business days. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes.

It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.