We're grateful you came across Viesso to help fulfill your furniture needs! We're also aware that purchasing furnishings, whether online or at a store, is a big decision. To help ease your thoughts, we gladly extend a 100% satisfaction guarantee on all almost all items (see below for items not covered). If you are not satisfied with your purchase, you can return the item within 15 days. If it arrives returned in perfect condition, you will receive a full refund for the cost of that item, including taxes (minus shipping).
Please contact firstname.lastname@example.org as soon as you decide to return the item. We will notify you of the specifics for that item, such as the return address and shipping logistics. You must ship the item back within 15 days if you decide to return it.
We don't charge a restocking fee on these items (other than totally custom items, or the Viesso brand as stated below).
In all cases, you pay for the shipping costs to you, as well as the return shipping costs. We will deduct the cost of shipping to you from the refund. If there was free shipping on the order, the cost of the shipping to (the cost for us) will be deducted from the refund and we will notify you what that was before you return the item.
The item has to be returned in new condition, and with the original packaging. Once the item is received and inspected, we will issue the refund. You are responsible for the packaging necessary to ensure that the item isn't damaged in the return shipment. In some cases you can setup a shipper that uses a blanket wrap system so minimal packaging is necessary. For others, you may need to provide the necessary packaging to ensure it gets transported safely. We will send you details based on your individual order, but it will be your responsibility to handle the shipment back.
Items Not Covered by Our Basic Return Policy
Mattresses (no returns available), clearance or floor model items (no returns available), and Viesso brand products (return policy below).
Returns on Viesso Brand Furniture
We’re certain you will be happy with the Viesso furnishings you customize on this website or in our showroom. To prove it, we offer an in-home trial with a satisfaction guarantee for our custom items.
If You Don’t Like It Send It Right Back.
Upon receiving your Viesso furniture, you have 15 days to try it out. Our pieces are built made-to-order in Los Angeles, with the utmost skill and care. But if you are unhappy with the craftsmanship, please let us know. If we can’t fix it, you can send it back to us for a full refund (minus the cost of shipping there, and return shipping).
Please note that if you are unhappy with the custom options you chose sush as fabric, filling, or modifications, we can accept a refund but we also charge a 20% restocking fee (in addition to the cost for shipping to you, and return shipping). Please ask for material samples or renderings, and ask as many questions as needed so we can ensure you are happy with the custom options you choose.
In the past years we’ve shipped to happy customers in almost every state in the U.S. We know you will be one as well.
Floor models and clearance
If you purchase an item that is part of a clearance or floor model, unfortunately no returns can be made. These are great products at great prices so we definitely encourage you to take advantage of the great deals. In many cases the products are in perfect new condition. If it is one that's a floor model or damaged item, you can request photos or more details so you know exactly what the item wil look like before it arrives.
If you purchase a custom version of an item, like a variation in size, color, etc., that item can be returned. However, there will be a 25% restocking fee to make that return in addition to you being responsible with shipping it back to us. We love working with custom items and providing unique versions of products, but these are much more difficult to resell so we put this in place.
Canceling an Order
We understand that sometimes you change your mind, and need to cancel an order. In that case, we can help you out as much as possible.
Canceling All Items Other Than Viesso Brand
We can only accept cancellations within 24 hours of the order. If an item shipped within that period of the first 24 hours, you will be responsible for paying a the shipping cost to you, and the return shipment fee as well. If an item is out of stock and there is a wait time, the order can not be cancelled. The timing for availability is an estimate and is subject to change. Before items ship, or even after items ship, they can't be cancelled.
Canceling Viesso Brand Furniture
To provide our custom services in a timely fashion, we begin your custom creation or ship out the existing item when the order is placed.
If you cancel an order that you place within 24 hours after you place it, we’ll refund any deposit you make except a $250 cancellation fee.
If you cancel the order after 24 hours, we will not be able to issue a refund and you will be charged the full amount. We can't take the product back since every custom piece is unique and materials are ordered one at a time.
For Quickship items, if you cancel before 24 hours there will be no fee, and after 24 hours there will be a $100 cancellation fee.
Damaged or Incorrect Items
Viesso and our vendors take great care in packaging the beautiful products we sell. However, if a product is damaged upon arrival, please notify us immediately at email@example.com. It is your responsibility to file a claim with the shipping company, as well as us. Once we see that a file has been claimed with us and photos of the damage have been emailed to us, we will contact you. If possible, upon your approval, we will work with a local repair contractor to fix the item, assuming it won't jeopardize the aesthetics or structure of that item. If this is not possible, a return ship will be setup and we will handle that cost. We will also send out a replacement item as soon as possible with no cost to you.
If you receive an item that is incorrect, please notify us at firstname.lastname@example.org. You can send us photos of the item to confirm, and once that occurs, we will set up the return shipment, and send you the correct item as soon as possible with no cost to you.
Out of Stock Item or Material
If an item is out of stock despite what is listed online, you will be notified immediately after the order goes through. Depending on the timing of when it will be back in stock and your needs, we will either keep the order as is and ship when ready, or refund the order in full if you can't wait. If the item has been discontinued, we can issue a refund or find an alternate and adjust the price if necessary.
Items That Don’t Fit Into Your Space
We know that each space is unique, so please confirm sufficient access to your space before ordering any item. We're not responsible for items that do not fit in your space and cannot issue a refund for such items since they are built and shipped. So please double check to make sure it will fit, or ask us if you have any questions about how to best figure this out.