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

Veyogap designs and builds solid-wood furniture and supports every delivery across the countries above. This page explains how Veyogap fixes issues and how returns, exchanges, and refunds work for furniture orders.

Quick summary

• 30-day window: Start a return within 30 days of delivery.

• No extra charges beyond checkout: Veyogap covers return labels/pickups, duties/taxes for eligible international returns, and processing—customers pay nothing additional. No restocking fees on eligible returns.

• Refund speed: Within 7 business days after the item arrives and passes inspection, refunded in USD to the original payment method (store credit available by request).

• Proof of purchase: Your order number or the email/phone used at checkout.

• Support SLA: Messages receive a reply within 1–2 business days (Mon–Fri, PST).

Eligibility rules (furniture)

To keep heavy wooden pieces safe on the way back, all of the following must be true:

• Condition: Item is new, unused, unassembled, and unmodified. Signs of use or alteration—e.g., scratches, dents, stains, odors, pet hair, drilled holes, refinishing, leveled/installed bases—make preference returns ineligible.

• Packaging: Include original protection (foam, corner guards, hardware packs, manuals, tools, accessories). If anything is missing, repack to an equal or higher protection level.

• Assembly status: Items that have been assembled/installed/glued/modified can return only if Veyogap confirms a manufacturing defect or verified transit damage.

• Intended use: Indoor residential/studio environments. Some large pieces require pallet pickup or liftgate; Veyogap will share the steps.

• Protection tip: Do not tape parts or hardware directly to finished wood—wrap in foam or thick padding first.

• Origin of return: Return shipments must originate from the covered regions listed at the top of this page.

Natural wood characteristics

Solid wood shows authentic grain, tone variation, knots, and figure. These traits are not defects and are evaluated accordingly in all covered countries.

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

If your piece arrives damaged, has a factory fault, or doesn’t match the ordered model/size/finish, Veyogap will put it right.

Examples: crushed corners, cracked top, chipped finish, mis-cut/misaligned joinery, top that won’t sit level, unstable base, hardware that won’t seat.

What Veyogap provides:

• Prepaid return freight (parcel label or scheduled freight pickup).

• Replacement (subject to stock/lead time) or a full refund in USD.

• Refund of any outbound shipping you paid at checkout for that item.

• Fast fixes for minor issues (replacement parts or a touch-up kit) when that’s the quickest high-quality solution.

• DDP for international returns: Veyogap covers VAT/GST, duties, brokerage, and customs processing on eligible returns when Veyogap’s label is used.

Change of mind (space/finish preference)

You can request a return within 30 days if the item is unused and properly packed.

• Return freight is covered by Veyogap—you won’t be asked to pay more than what you paid at checkout.

• After inspection confirms complete parts and like-new condition, Veyogap refunds the product price in USD.

• Original outbound shipping, if any was paid at checkout, is not refunded for preference-based returns.

• Exchange price differences: any difference between items (upcharge or credit) is settled in USD at the time the exchange is processed.

Items that cannot be returned

• Gift cards

• Final-sale/clearance items

• Any furniture that has been used, assembled, installed, modified, or refinished

• Custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard base specs) unless defective or damaged at delivery

Bundle note: If your order included a promotional bundle/free gift, all items must be returned; otherwise, Veyogap may deduct the pro-rated value of missing items from the refund.

How to start a return (step-by-step)

1. Contact within 30 days: Email [email protected] or use the site Contact form. Include your order number and a brief description.

2. If damaged/defective, act within 72 hours: Attach clear photos or a short video of the outer box, inner packing, and affected areas.

3. Response in 1–2 business days: If eligible, Veyogap issues a prepaid label (parcel) or books a freight pickup and provides packing instructions.

4. Return address: Veyogap Returns Department, 5900 Center Dr, Los Angeles, CA 90045.

5. Ship/pickup window: Labels and pickup authorizations typically expire after 10 calendar days—please ship or be available in that window.

6. Risk transfer: Once a return is scanned by the carrier, transit risk transfers to Veyogap.

Packing guidance (furniture)

• Immobilize tops, legs, and bases so nothing shifts.

• Re-use original foam and corner guards when possible.

• Bag all hardware/tools and secure the bag inside the carton/crate.

• If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides; seal all seams firmly.

• For freight returns, Veyogap will confirm pallet needs and provide BOL (bill of lading) details.

Inspection checklist (what reviewers verify)

• Correct model/size/finish

• All components and hardware present

• No signs of use or alteration

• Adequate protective packing to prevent new transit damage

If parts are missing or packing is inadequate and damage occurs, Veyogap may reduce the refund to cover repair/replacement or, at your request, return the item. No new fees are charged to you—Veyogap coordinates and pays the required logistics.

Refund timing & method

After the return arrives and passes review, Veyogap processes the refund within 7 business days to the original payment method in USD (major cards or PayPal).
Prefer store credit? Say so when you initiate the return. Card issuers/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

• 30-day window for a different finish or size (when available).

• Preference exchanges: Veyogap covers shipping for the outgoing return and the replacement shipment.

• Issue-based exchanges (damage/defect/wrong item): also covered by Veyogap.

• Replacements ship after the original item is received and passes inspection (cross-shipping is not available).

Refused deliveries & undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, Veyogap will still coordinate the return and cover carrier charges. Veyogap can reschedule at no cost or issue a refund consistent with the rules above once the item returns and is inspected.

Taxes, duties & customs on returns (international)

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

Processing & 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, see Veyogap’s Shipping Policy.

Need assistance?

Support hours: Mon–Fri, 9:00–17:00 PST (responses within 1–2 business days).

Address: 5900 Center Dr, Los Angeles, CA 90045

Phone: +1 (424) 316-8327

Email: [email protected]

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