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Damages Policy and Guidelines

At Villa Decor & Design, we prioritize the quality and safe delivery of our products. In the unlikely event that an item arrives damaged, defective, or incorrect, we are committed to resolving the issue promptly. Please follow the guidelines below to initiate and complete a claim.

How to Start a Claim

To report a damaged, defective, or incorrect item, please contact our claims team within 48 hours of delivery at:

Before processing your claim, we will need the following information:

  1. Clear photos of the damaged, defective, or incorrect item.
  2. Photos of the packaging from all sides (regardless of its condition).
  3. Photos of all labels on the box and item.
  4. Proof of delivery (signed shipping documentation, if available).

If packaging is unavailable, please notify us. Claims are processed within 2–3 business days after all required documentation is received. Our team will communicate updates and next steps throughout the process.

Freight Items: Damaged, Defective, or Incorrect

Guidelines:

  • Inspection Upon Delivery (Signature-Required Shipments):

    • Inspect the packaging and item before signing the Bill of Lading (BOL).
    • If the item or packaging shows damage or is incorrect, mark the BOL as “damaged.”
    • Take clear photos of the damaged packaging, item, and shipping labels.

  • Refusal of Shipment:

    • If you refuse the shipment due to damage or incorrectness, notify us within 48 hours. Include photos of the issue when contacting our claims team.

  • Failure to Report Upon Signing:

    • If you sign for a freight shipment without noting damage or defects, you assume responsibility for any issues. Claims will not be accepted in such cases.

Timeline:

  • Claims must be submitted within 48 hours of delivery. Claims made after this period will not be accepted.

Re-Delivery Fees:

If you refuse a shipment without inspection, you may incur re-delivery fees.

Parcel Items: Damaged, Defective, or Incorrect

Guidelines:

  • Open and inspect your package immediately upon receipt.
  • Keep all original packaging.
  • Submit your claim within 48 hours with photos of the item, packaging, and shipping labels.

Limitations:

  • Claims without original packaging will not be accepted.
  • Items that have been used, installed, or altered in any way are ineligible for claims.

Open-Box Items: Damaged or Defective

Due to limited inventory, Open-Box items are not eligible for replacement. If an Open-Box item arrives damaged or defective, we will work with you to repair, discount, or refund the item.

Timeline:

  • All Open-Box item claims must be submitted within 48 hours of delivery. Claims made after this period will not be accepted.

Missing or Incorrect Items

If an item is missing or incorrect, contact our claims team within 48 hours of delivery.

  • If the claim is approved, we will provide a Return Merchandise Authorization (RMA) number and shipping instructions.
  • Replacements for incorrect items will be processed upon receipt of the returned item.
  • Claims submitted after the 48-hour window will not be accepted.

Disclaimer:

Villa Decor & Design is not responsible for misplaced or stolen packages. If proof of delivery indicates successful delivery, we are unable to process refunds or replacements.

International Orders

All international orders are final sale and not eligible for replacement. In the event of damage, defects, or incorrect items, we will work with you to provide a repair, discount, or refund.

Important Notes

  1. Natural Variations:

    • Products made from natural materials (e.g., wood, marble, limestone, alabaster, or glazed ceramics) may have natural variations. These are not considered defects or damages.
    • Color variations due to screen differences are not considered defects.

  2. Shipping Fees:

    • Shipping fees are non-refundable.

  3. Final Decisions:

    • Villa Decor & Design reserves the right to determine the appropriate resolution based on industry standards.
    • Once a claim is resolved, it cannot be reopened.

  4. Timely Reporting:

    • Claims reported beyond the specified 48-hour window or for items with wear and tear occurring after delivery are not eligible for review.

Contact Information

For claims and inquiries:

Thank you for your cooperation and understanding as we work to ensure your satisfaction with our products.