Vitra Home – Return & Refund Policy
At Vitra Home, we’re committed to delivering elegant, high-quality glassware, tableware, and home dining essentials designed to bring style and functionality to your everyday moments. If something isn’t right with your order, we’ll work to resolve it — simply, fairly, and transparently.
✅ Eligibility for a Refund
You may request a return or refund within 14 days of receiving your order if:
- You contact us within this timeframe
- The item is unused and in its original packaging
- The item is damaged, defective, or incorrect
- The product does not match the order details provided
🚫 Non-Refundable Items
We do not accept returns for:
- Items that have been used, washed, or altered after delivery
- Glassware or fragile items damaged after use or improper handling
- Items returned without original packaging
- Custom or personalized products
- Final sale or discounted items
- Products marked non-returnable at checkout
- Items damaged due to misuse, improper handling, drops, impacts, or excessive force
📝 How to Request a Return
To start a return or report an issue, please contact our support team with:
- Your order number
- A brief explanation of the issue
- Clear photos of the product and packaging
- Photos showing any damage, cracks, defects, or incorrect items received
For damaged glassware, photos are required so our team can properly review the issue.
🔄 Return & Refund Process
1. Review & Approval
Our team will review your request and may ask for additional information or images if needed.
Once your request is approved, we will provide the next steps.
2. Return Instructions
If your request is approved, we will provide:
- Return address
- Packaging instructions
- Shipping instructions
📦 Return shipping costs are the customer’s responsibility unless:
- The item is defective
- The item arrived damaged
- The wrong item was delivered
- The issue occurred due to an error by Vitra Home
All returned items must be securely packaged to prevent additional damage during transit.
3. Refund Issuance
Once your return is received and approved:
- Your refund will be issued to the original payment method
- Processing time is typically 5–7 business days, depending on your payment provider
Please note that banks and payment providers may require additional time for the refund to appear in your account.
📌 Important Notes
- All returns must be approved before being sent back
- Items must be returned in original condition
- Original packaging, protective materials, and included accessories must be included where applicable
- Shipping fees are non-refundable unless the item is faulty, damaged, or incorrectly delivered
- Returns showing signs of use, damage, missing packaging, or improper handling may be rejected
- Customers are responsible for properly packaging return items
- Excessive or suspicious return requests may be declined where permitted by applicable law
🥂 Damaged or Broken Glassware
If your glassware arrives damaged or broken:
- Contact us within 48 hours of delivery
- Provide your order number
- Share clear photos of the damaged product and packaging
- Explain the issue briefly
Our team will review the situation and may provide:
- Replacement
- Refund
- Store credit, where applicable
💬 Need Help?
We’re here to support you every step of the way.
If you have any questions regarding returns, refunds, damaged products, or order issues, please visit our Contact Us page.
Our team will ensure your Vitra Home experience remains smooth, simple, and worry-free from purchase to after-sales support.