Return and Refund Policy
We strive to ensure the complete and timely delivery of all products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.
Returns or Exchanges Due to Quality Issues
We want you to be fully satisfied with your purchase. If the issue is caused by us, you may request a refund, exchange, or replacement parts under the following conditions:
1. Quality Issues or Defects: If the product has any significant quality issues or functional defects, we will offer a refund or exchange.
2. Incorrect Item: If you receive an item that does not match your order, you may request an exchange.
Exchanges for Non-Quality Issues
If you wish to exchange an item for personal reasons (e.g., size or color mismatch), please note the following:
1. Inspect the item within 3 business days of receiving it and report any damage or issues. Requests for exchanges will not be accepted after this period.
2. The item must be unused, in its original packaging, and include all accessories, tags, and manuals.
3. The customer is responsible for all shipping costs during the exchange process, including both return shipping and the cost of reshipping the item.
Exchange Process
1. Contact our customer service team via email at support@vastatio.com with your order details.
2. Return the item following the instructions provided by customer service.
3. Once the item is confirmed to be in good condition, we will process the exchange.
If your item arrives damaged, please contact us within 3 days of receipt. Depending on the severity of the damage, we will offer an appropriate solution, such as a partial refund, replacement, or repair. For severe damage or items that are unusable, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the product's functionality, we may offer a partial refund, but a full refund will not be issued. Minor damage that does not impact the product's normal use will not be eligible for a full refund.
Refusal and Damaged Packaging Guidelines
1. Refusal & Damaged Packaging Policy
Damaged Packaging but Intact Product: If the outer packaging of your item arrives damaged but the product itself is undamaged, please do not refuse the package. Instead, accept the delivery, take photos of the packaging, and contact our customer service team for assistance.
2. Responsibility for Refusal Without Prior Notice
If you refuse a delivery without first contacting our customer service, you may be responsible for return shipping costs, and it may affect your eligibility for a refund or exchange.
Non-Returnable or Non-Refundable Items
1. Products Returned Due to Customer Reasons: Returns caused by customer errors, damage, stains, missing items, or similar reasons.
2. Made-to-Order or Personalized Items: All made-to-order or personalized products.
3. Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.
4. Used Products: Any products that have been used.
5. Clearance Items: All clearance products.
6. Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.
7. Products with Minor Scratches: Products with minor scratches that do not affect functionality.
8. Products with Minor Color Variations: Products where the actual color may differ slightly from what is displayed on the website.
9. Products with Minor Size Differences: Products with size differences of less than 0.5 inches.
10. Items that have been opened and used: Items cannot be returned, exchanged, or refunded unless they are defective and damaged.
Please note: The actual product color may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.
Refund Policy And Additional Fees
1. If you receive a damaged item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount.
1) For minor damages such as scratches or small dents, we will negotiate a refund of 2%-10% of the order amount.
2) For significant damages, we will discuss with you whether you wish to keep the item. If you choose to keep it, we will offer compensation of 50% of the order amount.
3) Additionally, if applicable, we may offer a replacement item at no extra cost.
2. Shipping charges for the original order are non-refundable.
3.If you request to cancel your order after placing it due to personal reasons (such as no longer wanting the item, dissatisfaction with delivery time, etc.), a cancellation fee will apply:
1).If the order has been confirmed but not yet produced, an 8% cancellation fee will be charged.
2). If the product is in production or completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.
3). Once the product has shipped or is in transit to our warehouse in the U.S., an 80% cancellation fee will be applied.
Important Note : The product will start production 48 hours after the order is placed
4.If a returned item is found to be damaged upon arrival at our warehouse, we will deduct the cost of the damages from your refund.
5.For damages caused during assembly or disassembly, small replacement parts can be sent at no charge. However, larger parts may incur additional charges, and we do not cover any installation costs or refund requests related to installation fees.
6.If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions, any associated costs will be the responsibility of the customer.
7.If you wish to change the color, size, or style of your order after production has begun, the following fees will apply:
1).Prior to shipping, a 20% change fee will be charged.
2)After shipping has started or once the order has arrived at our warehouse, a 50% change fee will be charged.
Steps for Initiating a Return
1.Contact our customer service team at support@vastatio.com to start the return process.
2.Inform us of your return request, including your order details and reason for return.
3.Our customer support team will guide you through the return process and provide the address
4.Arrange for furniture pickup.
5.Receive your returned furniture.
6.Refunds will be processed and returned to your payment account once we have confirmed the request.
Please note：The refund process usually takes 7-10 business days after coordination with customer service. We kindly ask that you refrain from initiating a chargeback, as this can extend the process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.