We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Under our "Return policy", you will need to pay the "Return Shipping Cost" and a "25% re-stocking Fees".
Please note that we accept only “Full Order” returns under this policy. Partial return (for example: returning an unused material) is not acceptable.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@villohome.com
Sale, Clearance & Special order items (if applicable)
Our "Return Policy" is not applicable to Custom Orders, Container Orders, Special orders, Sale or Clearance items, even if you contact within 30 days from receiving the order.
To start a return, you can contact us at customerservice@villohome.com. Please note that returns will need to be sent to the following address: 6272 Opal Lane, Grand Blanc, Michigan 48439, USA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customerservice@villohome.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, so that we can evaluate the issue and make it right.
Visible damage, concealed damage and wrong items must be reported within 7 calendar days of delivery. Photographs of the product, packaging and delivery condition from each side are required.
The 5% breakage allowance applies to stone tiles and wall panels sold by square foot. The allowance is calculated as 5% of the total ordered square footage. Breakage up to 5% of the total ordered square footage is the customer's responsibility and is not eligible for refund or replacement.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@villohome.com.
