Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Vixyatee designs and builds solid-wood furniture and supports returns in the countries listed above. This page explains how Vixyatee handles problems and how returns, exchanges, and refunds work for furniture orders. All amounts are in USD, and nothing is charged beyond checkout—return labels or pickups, plus any VAT/GST, duties, brokerage, and customs processing, are covered by Vixyatee where eligible (DDP on returns).
Quick summary
The return window is 30 days from delivery. Start by contacting support and include the order number. On eligible returns, Vixyatee covers the return shipping (parcel label or freight pickup) and, for international returns using Vixyatee’s documents, covers VAT/GST and duties. No restocking fee applies to eligible returns. Refunds are issued within 7 business days after inspection, in USD, to the original payment method; store credit is available if preferred. Proof of purchase can be the order number or the email/phone used at checkout. Support replies within 1–2 business days (Mon–Fri, EST).
Eligibility rules (furniture)
Items must arrive back new, unused, not assembled, and not altered, so heavy wood parts stay safe in transit. Signs of use or changes—such as marks, dents, stains, smells, pet hair, drilled holes, refinishing, or installed/leveled bases—make preference returns ineligible. Please include the original protection (foam, corner guards, hardware packs, manuals, tools). If something is missing, pack to an equal or better level.
Items that have been assembled, installed, glued, or changed can return only if Vixyatee confirms a manufacturing defect or carrier damage. Intended use is indoor residential/studio. Large pieces may need pallet pickup or a liftgate; Vixyatee shares the steps during scheduling. Return shipments must start from the covered regions at the top of this page.
Natural wood characteristics
Solid wood naturally varies in grain, color, small knots, and figure. These are material features, not defects, and are reviewed as such in all covered countries.
If something is wrong (damage, defect, or wrong item)
If an item arrives damaged, has a production fault, or doesn’t match the model/size/finish ordered, Vixyatee will make it right. Typical cases include crushed corners, cracked tops, chipped coating, mis-cut or misaligned joints, tops that won’t sit level, shaky bases, or hardware that won’t seat.
Vixyatee provides prepaid return shipping and then replaces the item (subject to stock/lead time) or gives a full refund in USD. Any outbound shipping you paid for that item is also refunded. For small cosmetic issues, replacement parts or a touch-up kit may be sent. For international returns, when Vixyatee’s label and papers are used, VAT/GST, duties, brokerage, and customs processing are covered (DDP for returns).
Change of mind (space, size, or finish preference)
A preference return is available within 30 days if the item is unused and properly packed. Vixyatee pays the return freight; you won’t be asked to pay anything beyond checkout. After inspection confirms all parts and like-new condition, Vixyatee refunds the product price in USD. Original outbound shipping, if charged at checkout, is not refunded for preference returns. Any exchange price difference is settled in USD at the time of the exchange.
Items that cannot be returned
Gift cards, final-sale/clearance items, and custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard bases) cannot be returned unless defective or damaged at delivery. Furniture that has been used, assembled, installed, modified, or refinished is not eligible. If an order included a bundle or free gift, all items must be returned; otherwise Vixyatee may deduct the value of missing items from the refund.
How to start a return
Email [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 is damage or defect, contact Vixyatee within 72 hours and attach clear photos or a brief video showing the outer box, inner packing, and affected areas; keep all packaging until next steps are confirmed.
Vixyatee replies within 1–2 business days. If eligible, Vixyatee issues a prepaid parcel label or books a freight pickup and shares packing guidance. The return address is Vixyatee Returns Department, 192 E 8th St, Brooklyn, NY 11218. Labels and pickup authorizations usually expire after 10 days—please ship or be available within that time. After the first carrier scan, transit risk transfers to Vixyatee. Returns must include the Vixyatee Return Authorization that comes with the label; shipments without authorization may be delayed.
Packing guidance (furniture)
Make sure tops, legs, and bases cannot move in the box. Reuse the original foam and corner guards when possible. Bag all hardware and tools and secure the bag inside the carton or crate. If the original carton is gone, use a new heavy-duty box or a pallet crate with thick padding on all sides and seal every seam well. For freight returns, Vixyatee will share the required pallet and paperwork details.
Inspection checklist
Reviewers confirm the correct model, size, and finish, check that all parts and hardware are present, look for no signs of use or alteration, and make sure the protection is strong enough to prevent new damage. If parts are missing or the packing is too light and damage happens, Vixyatee may reduce the refund to cover repair or replacement, or—if preferred—return the item. No new fees are charged to you; Vixyatee handles and pays the needed logistics.
Refund timing and method
After the return arrives and passes inspection, Vixyatee issues the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Banks and card issuers may take up to 7 more business days to post funds. Any currency conversion is decided by your bank or card.
Exchanges
Requests for a different size or finish are accepted for 30 days when stock allows. For preference exchanges, Vixyatee covers shipping for both the 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 inspected; cross-shipping is not offered.
Refused deliveries and undeliverable shipments
If a delivery is refused without notice and the carrier reports no damage, Vixyatee still coordinates the return and covers the carrier charges. Vixyatee can reschedule at no cost or issue a refund under the rules above once the item returns and is inspected. If refusal is due to visible carrier damage noted with the driver, Vixyatee handles the claim and no re-delivery fees apply.
Taxes, duties, and customs on returns (international)
For eligible returns from covered countries, Vixyatee prepares the re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—as long as Vixyatee’s label and instructions are used. If a self-arranged courier is used, responsibility for customs charges and any loss or damage shifts to the sender and processing may take longer.
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 Vixyatee’s Shipping Policy.
Additional notices for regional compliance
Nothing here limits EU/UK consumer rights (including cooling-off where applicable). If local law offers stronger protection, Vixyatee will honor it. All refunds and exchanges are calculated and paid in USD; any currency conversion shown by your bank or card is set by that provider.
Contact details: [email protected] · Vixyatee Returns Department, 192 E 8th St, Brooklyn, NY 11218. Business hours: Mon–Fri (EST).
Need assistance?
Vixyatee responds within 1–2 business days (Mon–Fri, EST). For faster help, include the order number, delivery address, and photos or video when reporting damage or defects.
Address: 192 E 8th St, Brooklyn, NY 11218
Phone: +1 (929) 230-9209
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM EST
