Refund policy
Return & Exchange Policy
Effective Date: 7/16/26
Thank you for shopping with us. We are committed to ensuring your satisfaction while maintaining clear and efficient processes for returns and exchanges. Please review the following policy carefully before submitting a return request.
1. Eligibility for Returns
Returns are accepted for in‑stock items purchased through our online store within 7 days of delivery.
To be eligible for a return:
- The item must be unused and in original condition
- The item must be returned in its original packaging
- All hardware, accessories, and documentation must be included
- Proof of purchase is required
Items that do not meet these criteria may not be accepted.
2. Non‑Returnable Items
The following items are not eligible for return:
- Made‑to‑order or custom products
- Items marked as final sale
- Products damaged due to misuse, improper handling, or installation
3. Return Authorization Required (RMA)
All returns require prior authorization.
To request a return:
Email: Onlineusa@vondom.com
- Order number
- Item(s) requested for return
- Reason for return
- Photos (if item is damaged or defective)
Returns sent without authorization may be refused.
4. Return Shipping Responsibility
Unless the return is due to a shipping error or manufacturer defect:
- Customers are responsible for return shipping costs
- Customers are responsible for shipping the product back to our warehouse. We recommend using a trackable shipping method to ship the order back.
If the return is approved due to damage or error on our part, we will provide return instructions at no cost to you.
5. Restocking Fee
Approved returns may be subject to a restocking fee of up to 20%, depending on product condition and packaging status.
The restocking fee will be deducted from the refund amount.
6. Damaged or Defective Items
If your order arrives damaged or defective:
Please notify us within 48 hours of delivery.
Include:
- Photos of packaging
- Photos of product
- Description of issue
- Order number
Failure to report damage within this window may affect eligibility for replacement or refund.
7. Refund Processing
Once the returned item is received and inspected:
- Refunds are issued to the original payment method
- Processing typically takes 5–10 business days
You will receive confirmation once your refund has been completed.
8. Exchanges
We currently support exchanges for defective or damaged items only.
If you would like a different item, please place a new order and submit a return request for the original item.
9. Refused Deliveries
If a shipment is refused at delivery
- Additional return freight costs may apply
- Shipping charges will be deducted from refund
10. Commercial & Large Item Returns
Oversized furniture or freight shipments may require:
- Scheduled pickup
- Original pallet packaging
- Additional return coordination fees
These costs may be deducted from the refund where applicable.
11. Cancelations
You may request to cancel your order at any time before it ships by contacting Onlineusa@vondom.com and providing your order number.
Made-to-order, customized, and special-order products are not eligible for cancellation once the order has been confirmed or production has begun.
Once cancellation is approved, a refund will be issued to the original payment method. Once an order has shipped, it will be subject to our Return Policy.
12. Policy Updates
We reserve the right to modify this policy at any time. Updates will be reflected on this page with the revised effective date.
If you have questions regarding returns, please contact:
Onlineusa@vondom.com