Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Vintzytee designs and builds solid-wood furniture and supports every delivery across the countries above. This page explains how Vintzytee 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 or pickups, duties, VAT/GST, brokerage, and customs processing are covered by Vintzytee where eligible (DDP for returns).
Quick summary
The return window is 30 days from delivery and begins by contacting support with the order number. No extra charges beyond checkout apply on eligible returns: Vintzytee issues the label or books the freight pickup and covers import taxes and duties for international returns when Vintzytee documents are used; no restocking fees apply on eligible returns. Refunds are processed within 7 business days after the item arrives and passes inspection, issued in USD to the original payment method (store credit on request). Proof of purchase is the order number or the email/phone used at checkout. Support replies within 1–2 business days (Mon–Fri, CST).
Eligibility rules (furniture)
Returned items must be new, unused, unassembled, and unmodified so that heavy hardwood components remain protected in transit. Signs of wear or alteration—scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or leveled/installed bases—make preference returns ineligible. Original protection should be included (foam, corner guards, hardware packs, manuals, tools); if any component is missing, repack to an equal or higher protection level. Items that have been assembled, installed, glued, or altered can return only when Vintzytee confirms a manufacturing defect or verified transit damage. Intended use is indoor residential/studio; some large pieces require pallet pickup or a liftgate, and Vintzytee will share the steps during scheduling. Return shipments must originate from the covered regions listed at the top of this page.
Natural wood characteristics
Solid timber varies naturally in grain, tone, small knots, and figure. These are authentic material traits, not defects, and are evaluated as such in every covered country.
If something is wrong (damage, defect, or wrong item)
If a piece arrives damaged, contains a production fault, or does not match the ordered model/size/finish, Vintzytee will make it right. Typical issues include crushed corners, cracked tops, chipped coating, mis-cut or misaligned joinery, tops that do not sit level, unstable bases, or hardware that will not seat correctly. Vintzytee 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 that item. When a quicker high-quality remedy exists for minor cosmetic problems, Vintzytee may send replacement parts or a touch-up kit. For international returns, Vintzytee covers VAT/GST, duties, brokerage, and customs processing when Vintzytee’s return label and documents are used (DDP for returns).
Change of mind (space, size, or finish preference)
A preference return may be requested within 30 days if the item is unused and properly packed. Vintzytee pays the return freight; you will not be asked to pay anything beyond checkout. After inspection confirms complete parts and like-new condition, Vintzytee refunds the product price in USD. Original outbound shipping, if any was paid at checkout, is not refunded for preference returns. Any exchange 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 defective or damaged at delivery, and any furniture that has been used, assembled, installed, modified, or refinished are ineligible. If an order included a promotional bundle or free gift, all items must be returned; otherwise, Vintzytee 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 the order number with a short description. If the issue involves damage or a defect, act within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and affected areas; keep all packaging until next steps are confirmed. Vintzytee responds within 1–2 business days; if eligible, Vintzytee issues a prepaid parcel label or books a freight pickup and provides packing guidance. The return address is Vintzytee Returns Department, 13613 Defiance Pass, Austin, TX 78717. Labels and pickup authorizations generally expire after 10 calendar days—please ship or be available within that window. After the carrier scan, transit risk transfers to Vintzytee. Returns must carry the Vintzytee Return Authorization included with the label; shipments sent without prior authorization may be delayed.
Packing guidance (furniture)
Immobilize tops, legs, and bases so nothing shifts during transit. Reuse 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 firmly. For freight returns, Vintzytee will confirm pallet requirements and provide BOL (bill of lading) details.
Inspection checklist
Reviewers verify the correct model, size, and finish; confirm all components and hardware are present; ensure there are no signs of use or alteration; and check for adequate protective packing to prevent new transit damage. If parts are missing or packing is inadequate and damage occurs, Vintzytee may reduce the refund to cover repair or replacement, or—if preferred—return the item. No new fees are charged to you; Vintzytee coordinates and pays the required logistics.
Refund timing and method
After the return arrives and passes review, Vintzytee processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Card issuers and banks may take up to 7 additional business days to post funds. Any currency conversion or FX spread is determined by your card or bank.
Exchanges
Requests for a different size or finish are available for 30 days when inventory allows. For preference exchanges, Vintzytee covers shipping for both the outgoing return and the replacement. For issue-based exchanges (damage, defect, or 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, Vintzytee will still coordinate the return and cover carrier charges. Vintzytee 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, Vintzytee will handle the claim and no re-delivery fees will apply.
Taxes, duties, and customs on returns (international)
For eligible returns from covered countries, Vintzytee prepares re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—provided you use Vintzytee’s label and instructions. Using an unapproved, self-arranged courier shifts responsibility for customs charges and loss or 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 is 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 Vintzytee’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, Vintzytee 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] · Vintzytee Returns Department, 13613 Defiance Pass, Austin, TX 78717. Business support hours are Mon–Fri (CST).
Need assistance?
Vintzytee replies to messages within 1–2 business days (Mon–Fri, CST). For faster resolution, include the order number, delivery address, and photos or video when reporting damage or defects.
Address: 13613 Defiance Pass, Austin, TX 78717
Phone: +1 (512) 689-1231
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
