Last updated October 02, 2025 · Applies to furniture only · Currency USD
Regions served United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
About this page
Vincasport designs and builds solid-wood furniture and accepts returns from the regions listed above. This policy details how Vincasport resolves issues and how returns, exchanges, and refunds are handled for furniture purchases. All amounts are in USD. Where eligible, Vincasport issues the return label or books the freight pickup and settles VAT/GST, duties, brokerage, and customs processing for the return, so nothing is due at the door when Vincasport’s paperwork is used (DDP on returns where available).
Quick overview
- Return window: 30 days from delivery. Start by contacting support with your order number.
- No extra charges on eligible returns: Vincasport provides the label or freight collection and covers cross-border taxes and duties when Vincasport documents are used. No restocking fee on eligible returns.
- Refund timing: Within 7 business days after the returned item arrives and passes inspection, refunded in USD to the original payment method (store credit on request).
- Proof of purchase: Your order number or the email/phone used at checkout.
- Support cadence: Replies within 1–2 business days on working days (CST).
Return eligibility for furniture
- Items must be new, unused, unassembled, and unmodified so heavy hardwood components remain protected in transit.
- Evidence of use or alteration—scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or bases that were leveled/installed—voids preference returns.
- Include original protection when possible (foam, corner guards, hardware packs, manuals, tools). If something is missing, repack to an equal or higher protection level.
- Items that have been assembled, installed, glued, or altered may return only when Vincasport confirms a manufacturing defect or verified carrier damage.
- Intended use is indoor residential/studio. Some larger pieces require pallet pickup or a liftgate; Vincasport will outline steps during scheduling.
- Return shipments must originate from the regions listed above.
Natural wood, naturally unique
Solid timber varies in grain, tone, small knots, and figure. These are authentic material characteristics, not defects, and are assessed accordingly in every covered country.
If something is wrong (damage, defect, or wrong item)
If a piece arrives damaged, has a production fault, or does not match the ordered model/size/finish, Vincasport will put it right. Common issues include crushed corners, cracked tops, chipping in the coating, mis-cut or misaligned joinery, tops that do not sit level, unstable bases, or hardware that will not seat correctly.
Vincasport provides prepaid return freight (parcel label or scheduled freight pickup) and offers either a replacement subject to stock/lead time or a full USD refund. Any outbound shipping paid at checkout for that item is refunded. For minor cosmetic concerns where a faster high-quality fix exists, Vincasport may send replacement parts or a touch-up kit.
For international returns, Vincasport covers VAT/GST, duties, brokerage, and customs processing when Vincasport’s label and return documents are used (DDP on returns).
Change of mind (space, size, or finish)
Preference returns are available within 30 days if the item is unused and properly packed. Vincasport pays the return freight; you do not pay beyond checkout. After inspection confirms complete parts and like-new condition, Vincasport refunds the product price in USD.
Original outbound shipping, if any was paid at checkout, is not refunded on preference returns. For exchanges, any price difference is settled in USD at the time of processing.
Items not eligible for return
- 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) unless defective or damaged at delivery.
- Furniture that has been used, assembled, installed, modified, or refinished.
- Orders that included a promotional bundle or free gift must return all items; otherwise, Vincasport may deduct the prorated 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 your order number plus a short description.
For damage or defects, contact Vincasport within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and affected areas. Keep all packaging until next steps are confirmed.
Vincasport responds within 1–2 business days. If eligible, Vincasport will issue a prepaid parcel label or schedule a freight pickup and provide packing guidance.
Return address: Vincasport Returns Department, 12317 Technology Blvd, Austin, TX.
Labels and pickup authorizations generally expire after 10 calendar days; please ship or be available within that window. After the first carrier scan, transit risk transfers to Vincasport. Returns must include the Vincasport Return Authorization provided with the label; shipments sent without prior authorization may be delayed.
Packing guidance for furniture
- Immobilize tops, legs, and bases so nothing shifts in transit.
- Reuse original foam and corner guards whenever 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 pallet crate with thick padding on all sides and seal every seam firmly.
- For freight returns, Vincasport will confirm pallet requirements and provide BOL (bill of lading) information.
What inspectors check on arrival
Reviewers confirm the model, size, and finish; verify all components and hardware; look for any signs of use or alteration; and ensure protective packing is adequate to prevent new transit damage.
If parts are missing or protection is inadequate and damage occurs, Vincasport may reduce the refund to cover repair or replacement or—if you prefer—return the item. No new fees are charged to you; Vincasport coordinates and pays the required logistics.
Refund timing and method
After the return arrives and passes review, Vincasport processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Card issuers and banks may require additional business days to post funds. Any FX conversion or spread is determined by your card or bank.
Exchanges
Requests for a different size or finish are accepted for 30 days when inventory allows.
For preference exchanges, Vincasport covers shipping both ways. For issue-based exchanges (damage, defect, wrong item), shipping is also covered.
Replacements ship after the original item is received and passes inspection; cross-shipping is not available.
Refused deliveries and undeliverable shipments
If a delivery is refused without prior notice and the carrier reports no damage, Vincasport will still coordinate the return and cover carrier charges. Vincasport can reschedule at no cost or issue a refund as outlined above after the item is received and inspected.
If refusal is due to visible carrier-caused damage noted with the driver, Vincasport will handle the claim and no re-delivery fees apply.
Taxes, duties, and customs on returns (international)
For eligible returns from covered countries, Vincasport prepares the re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you use Vincasport’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 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 ranges are 6–8 business days to the U.S. & Canada, 7–9 to Europe & UK, and 9–10 to Australia. For service methods and tracking behavior, see Vincasport’s Shipping Policy.
Regional compliance notices
- EU/UK consumer rights: Nothing here limits statutory rights in the EU/UK (including cooling-off rights where applicable). Where local law provides a longer mandatory window or additional remedies, Vincasport honors the greater protection.
- Payment and currency: All refunds and exchanges are calculated and issued in USD. Any FX conversion shown by your card or bank is determined by that provider.
Need assistance?
Vincasport replies within 1–2 business days (Mon–Fri, CST). For faster resolution, include the order number, delivery address, and photos or video when reporting damage or defects.
Address: 12317 Technology Blvd, Austin, TX, 78727
Phone: +1 (214) 808-9548
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
