Refund and Returns Policy

Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

Vezagap designs and builds solid-wood furniture and supports every delivery across the countries above. This page explains how Vezagap resolves problems and how returns, exchanges, and refunds operate for furniture orders. All amounts are shown in USD, and customers pay nothing beyond checkout—return labels/pickups, duties, VAT/GST, brokerage, and customs processing are covered by Vezagap where eligible (DDP for returns).

Quick summary

30 days from delivery to request a return; start by contacting support with your order number. No extra charges beyond checkout for eligible returns: Vezagap arranges and pays for the return label or freight pickup and covers import taxes/duties for international returns when Vezagap’s documents are used; there are no restocking fees on eligible returns. Refund timing is within 7 business days after the item arrives and passes inspection, issued in USD to the original payment method (store credit upon request). Proof of purchase is your order number or the email/phone used at checkout. Support replies within 1–2 business days (Mon–Fri, EST).

Eligibility rules (furniture)

To keep large hardwood pieces safe on the way back, the item must be new, unused, unassembled, and unmodified. Signs of wear or alteration—such as scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or installed/leveled bases—make preference-based returns ineligible. Packaging should include the original foam, corner guards, hardware packs, manuals, and tools; if anything is missing, repack to an equal or higher protection level. Items that have been assembled, installed, glued, or altered can be returned only if Vezagap confirms a manufacturing defect or verified transit damage. Intended use is indoor residential/studio; some large items need pallet pickup or a liftgate—Vezagap will explain steps when scheduling. Return shipments must originate from the covered regions listed at the top of this page.

Natural wood characteristics

Solid timber shows genuine grain, tone variation, small knots, and figure shifts. These traits are inherent to real wood and are not defects; evaluations follow this standard in every covered country.

If something is wrong (damage, defect, or wrong item)

If a piece arrives damaged, contains a production fault, or differs from the ordered model/size/finish, Vezagap will make it right. Typical issues include crushed corners, cracked tops, chipped coating, mis-cut or misaligned joinery, tops that won’t sit level, unstable bases, or hardware that won’t seat correctly. Vezagap provides prepaid return freight (parcel label or scheduled freight pickup), a replacement subject to stock/lead time or a full refund in USD, and a refund of any outbound shipping paid at checkout for the affected item. For small, cosmetic problems that can be resolved faster, Vezagap may send replacement parts or a touch-up kit. For international returns, Vezagap covers VAT/GST, duties, brokerage, and customs processing when Vezagap’s return label and documents are used (DDP for returns).

Change of mind (space, size, or finish preference)

A preference return can be requested within 30 days if the item is unused and properly packed. Vezagap pays for the return freight, and you will not be asked to pay anything beyond checkout. After inspection confirms all components and like-new condition, Vezagap refunds the product price in USD. Original outbound shipping, if any was paid at checkout, is not refunded for preference returns. For exchanges, any price difference is settled in USD at the time the exchange is processed.

Items that cannot be returned

Gift cards, final-sale/clearance items, custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard bases) unless damaged or defective at delivery, and any furniture that has been used, assembled, installed, modified, or refinished are not eligible. If an order included a promotional bundle or free gift, all items must be returned; otherwise, Vezagap may deduct the prorated value of missing items from the refund.

How to start a return

Contact [email protected] or use the site contact form within 30 days of delivery and include your order number plus a short description. If the issue is damage or defect, act within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and the affected areas; keep all packaging until next steps are confirmed. Vezagap replies within 1–2 business days; if eligible, Vezagap issues a prepaid label (parcel) or books a freight pickup and provides packing guidance. The return address is Vezagap Returns Department, 7421 Acorn Way, Naples, FL 34119. Labels and pickup authorizations generally expire after 10 calendar days; please ship or be available within that window. After the carrier scans the package, transit risk transfers to Vezagap.

Packing guidance (furniture)

Protect tops, legs, and bases so nothing shifts; reuse the original foam and corner guards whenever possible. Bag all hardware and tools and secure the bag inside the carton or crate. If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides and seal every seam. For freight returns, Vezagap will confirm pallet needs and provide BOL (bill of lading) details.

Inspection checklist 

Reviewers confirm the correct model/size/finish, the presence of all components and hardware, the absence of use or alteration, and adequate protective packing to prevent new transit damage. If parts are missing or packing is inadequate and damage occurs, Vezagap may reduce the refund to cover repair/replacement or, if you prefer, return the item to you. No new fees are charged to you—Vezagap coordinates and pays the required logistics.

Refund timing and method

Once the return arrives and passes review, Vezagap processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Prefer store credit? Say so when initiating the return. Card issuers or banks may take up to 7 additional business days to post funds. Currency conversions and any issuer-side FX/spread are controlled by your card/bank.

Exchanges

You have 30 days to request a different size or finish when available. For preference exchanges, Vezagap covers shipping for both the outgoing return and the replacement. For issue-based exchanges (damage/defect/wrong item), shipping is also covered. Replacements ship after the original item is received and passes inspection; cross-shipping is not available.

Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, Vezagap will still coordinate the return and cover carrier charges. Vezagap can reschedule at no cost or issue a refund consistent with the rules above once the item returns and is inspected. If refusal is due to visible carrier-caused damage noted with the driver, Vezagap will handle the claim and you will not be charged re-delivery fees.

Taxes, duties, and customs on returns (international)

For eligible returns from the covered countries, Vezagap prepares re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—provided you use Vezagap’s label and instructions. Choosing an unapproved, self-arranged courier shifts responsibility for customs charges and for loss/damage to the sender and may delay processing.

Processing and shipping times (reference)

Most furniture orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded). Typical post-dispatch transit: 6–8 business days to the U.S. & Canada, 7–9 to Europe & UK, and 9–10 to Australia. For delivery methods and tracking behavior, see Vezagap’s Shipping Policy.

Additional notices for regional compliance

EU/UK consumer rights: Nothing in this policy limits statutory rights available to consumers in the EU/UK (including cooling-off rights where applicable). If local law provides a longer mandatory window or different remedies, Vezagap will honor the greater protection.
Payment and currency: All refunds and exchanges are calculated and issued in USD. Any FX conversion shown by your card or bank is determined by that provider.
Contact details: [email protected] · Vezagap Returns Department, 7421 Acorn Way, Naples, FL 34119. Business support hours are Mon–Fri (EST).

Need assistance?

Vezagap replies to messages within 1–2 business days (Mon–Fri, EST). For faster resolution, include the order number, delivery address, and photos/video when reporting damage or defects.

Address: 7421 Acorn Way, Naples, FL 34119

Phone: +1 (239) 219-3211

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM EST