Customers can request to cancel their order before receiving a tracking number. If the cancellation request is made within this timeframe, no additional fees will be incurred, and a full refund will be provided.

If a cancellation request is made after receiving a tracking number, a restocking fee of 20% will apply to the order total. This restocking fee will be deducted from the refund amount, irrespective of whether the item is on pre-order or currently in stock.

In the event that an order is already in transit but the customer still wishes to cancel, we can request for the order to be re-routed to a different customer. However, please note that a re-routing fee will be deducted from the refund amount. The exact amount of the re-routing fee will depend on the specific circumstances and will be communicated to the customer during the cancellation process.

Should you opt to cancel an item that was part of a "Buy & Get Free" promotion, kindly be aware that the cancellation will nullify the promotion, and the value of the complimentary item may be subtracted from your refund total.

To be eligible for a return, the item(s) must be in their original condition, unused, and with all the original packaging and tags intact. Any item that is damaged, altered, or not in its original state may not be eligible for a return.

There are a few items that cannot be returned

• Open Box / Used items
• Mattresses 
• Homeware & Accessories 
• Gift cards
• Personalized items
• Items marked “Non-Returnable” or “Final Sale.” 

If you wish to return an item, kindly reach out to our customer support team within 14 days from the date of delivery. Our team will guide you through the return process, discuss any applicable fees, and provide you with the necessary instructions, which may include the submission of photos for documentation purposes.

We kindly ask that you have the items packed up & ready for pickup on the scheduled day. Please follow the guidelines below when preparing your items for return:

• Forms: Include the Valyōu Return Form and/or carrier return label/s & bill of lading provided by our customer service team. Please note that item(s) returned without the forms mentioned will not be processed.
• Original Condition: Ensure that the item(s) being returned are in their original condition, which includes, but is not limited to, the following:

a: No damage or signs of wear
b: Original tags still attached
c: All original packaging included

• Packaging: Only include the item(s) that are being returned in your shipping box. Do not include any additional items or accessories unless explicitly instructed by our customer service team.
• Timely Return: Ship and return the item(s) to Valyōu Furniture within three (3) days of receiving your Return Label or as per the scheduled pickup request. Please adhere to this timeline to ensure a timely return process.
• Evaluation Process: Once we receive your returned item(s), our product team will evaluate them based on the specified criteria. Please allow up to 7 business days from the time we receive the return request for the evaluation process to be completed. Valyōu Furniture reserves the right to determine the eligibility and criteria for the requested return item(s) based on our evaluation.

Once your return is approved, the refund amount will be processed after deducting the actual shipping costs incurred to and from your location, regardless of whether you received free shipping on your initial purchase. Please be aware that the return cost may vary and might not align with the initial shipping cost, as it depends on the carrier. All associated fees will be disclosed during the discussion of the return request. It's important to note that the customer is responsible for covering the shipping costs, unless the return is due to our error or a defective item.

In the rare event that you receive a damaged or defective item, please contact our customer support team immediately. Kindly retain the original packaging for return purposes. We will guide you through the return process and arrange for a replacement or refund, covering any applicable shipping costs.

Approved Return Requests
a: If your return request is approved, we will process a refund for the amount you paid for the item(s). However, please note that the refund will be issued minus the shipping costs incurred to and from your location, as well as any priority processing fee paid. The refund will be credited back to the original payment method used for placing the order.

b: If you used a store credit in conjunction with your credit card for the purchase, our refund process follows a specific sequence. Firstly, the entire amount of the store credit will be refunded. Subsequently, any remaining balance will be promptly returned to your credit card or the original mode of payment used during the initial purchase.

c: If the item you're returning is part of a "Buy & Get Free" promotion, please note that the return will void the promotion, and the cost of the free item may be deducted from your refund amount.

Non-Approved Return Requests
If your return request is not approved for any reason, we will notify you of the decision via email. In the case where the item(s) are determined to be inauthentic, you will have 14 days from receiving the notice to choose one of the following options:

a: Item Return: You can opt to have the item(s) sent back to you, with the applicable delivery shipping fees and service charges applied. It will be your responsibility to arrange for and cover these costs.

b: Zero Waste Assessment: Alternatively, you can authorize Valyōu Furniture to perform a zero waste assessment for disposal. As part of our commitment to reducing the environmental impact of commerce, we will responsibly dispose of the item(s) through methods such as material recovery, recycling, or donation to a charitable organization.

Failure to Respond or Pay Shipping Invoice
If you do not respond within 14 days of receiving notice that your return request was not approved or if you do not pay the shipping invoice within 14 days of receipt, we reserve the right to dispose of the item(s) at our reasonable discretion.

To initiate a return request, please contact our customer support team. They will guide you through the process and provide further assistance.

Reporting Damaged Items

It is important to report any damage to your item(s) within 48 hours of delivery or upon arrival. Promptly notifying us of the damage allows us to take necessary steps to address the issue promptly. To report a damaged item, please contact our customer service team or your dedicated dispatcher with the relevant information and supporting evidence, such as photographs or videos of the damaged item(s).

Resolution Process

Upon receiving your report, our customer service team will assess the situation and work towards a resolution. This may involve providing a replacement item, arranging for repairs, or offering an appropriate solution to rectify the issue. The resolution will be determined on a case-by-case basis, taking into consideration the nature of the damage and the availability of replacement parts or items.

Disclaimer and Guarantee of Coverage

Submitting a claim for a damaged item does not automatically guarantee coverage under our warranty policy. Each claim will be carefully reviewed and evaluated by our team. Factors such as the timeliness of the report and the circumstances surrounding the damage will be taken into consideration during the assessment process.

Customer Responsibility

As our valued customer, it is your responsibility to inspect the delivered item(s) upon receipt and report any damages promptly. Failure to report damages within the specified timeframe may affect the eligibility for warranty coverage.

We are committed to providing high-quality furniture that meets your expectations. To ensure your satisfaction, we offer a One Year Manufacturer Warranty. Please review the following details of our warranty coverage:

Coverage

Our One Year Manufacturer Warranty covers structural and multifunctional defects that may occur during normal use of the furniture. This includes defects in the frame, construction, or any other structural components that affect the functionality of the item.

Exclusions

Please note that our warranty does not cover any damages resulting from misuse, improper care, or accidents. It specifically excludes damages such as stains, scratches, rips, tears, or any other usage-related damages. Additionally, normal wear and tear are not covered under this warranty.

Below cases are also excluded from coverage: 

• Grain differences in natural wood, leather, artisan hand cut or woven products; Including but not limited to, textures, Irregularities that do not interfere with the products intended use, natural fading, or natural textile smell.
• Damage resulting from misuse, abuse, negligence, abnormal use, modifications, personal accidents.
• Cover damages, not limited to; post-washing/drying issues, stains, tears, discoloration, zippers, etc.
• Floor Models, Final Sale Items, Warehouse sale products, Clearance, Custom Orders, Purchases made outside of the Valyou Furniture website or storefronts.
• Replacements such as leg caps, accent pillows, covers, drawers, or other assembly related parts.
• Coverage for fees incurred by hiring private assemblers or damaging a new product by breaking, stripping screw holes or screws, misassembled products, or not following the instructions indicated. 
• Comfort preferences or buyers remorse.
• Compensation for delayed order shipments.
• Furniture used for commercial purposes.
• Damages incurred moving to a new address.

Filling a Warranty Claim

If you discover a structural or multifunctional defect within one year from the date of purchase, please file a Warranty claim using this form. To process your warranty claim, we require proof of purchase, such as the original order receipt or invoice.

Resolution Process

Once your warranty claim is received, our team will evaluate the reported issue. If the defect is covered under the warranty, we will provide a suitable resolution, which may include repair, replacement of the affected part(s), or, if necessary, replacement of the entire item. The resolution will be determined at our discretion based on the nature of the defect and the availability of replacement parts.

Customer Responsibility

To ensure your warranty claim is valid, it is important to follow the care and maintenance instructions provided with the furniture. Proper use and care are essential to prevent damages that may not be covered under the warranty. Additionally, any unauthorized modifications or repairs made to the furniture may void the warranty.

Assembly Issues / Product Issues

If for any reason there is difficulty associated with putting together an item and a warranty claim is placed within the return/exchange policy time period.  The repair and assembly team will reach out to the customer in order to help resolve the issue. If for any reason the solution provided does not resolve the issue, the item can be exchanged for a same item  replacement. 

Repairs

If a customer is offered a repair for their item, an appointment must be scheduled within 2-5 business days of the initial offer with our suggested third party. If the repair is not scheduled due to any of the following reasons; repair service cannot get in touch or the customer is not available/a no-show when the repair is scheduled, the customer will incur a $125 fee as a repair technician has to cancel at the last minute. Repair fees are typically covered by the manufacturer, however if for any reason your item is found not to be covered by the inspector scheduled to take a look at your product due to the issue being incorrectly stated on the claim, or your product is exhibiting other damages that void the Manufacturer’s Warranty Policy, a charge of $65 will be billed to the customer. We ask that you clearly identify the issue at hand and supply photos and a video when necessary that can be used to confirm the issue prior to scheduling an inspection to avoid any possible charges.

Additional Terms

1. Our One Year Manufacturer Warranty is non-transferable and applies only to the original purchaser of the furniture. It is valid only for items purchased directly from Valyou Furniture website or stores directly. This warranty does not affect any rights or remedies provided by applicable consumer protection laws.
2. Once a claim is accepted or denied, it is the customer's responsibility to reply in a timely manner. Our manufacturers aim to offer quick turnaround times by providing appropriate solutions through continuous email threads. Therefore, it is crucial to check your email daily to stay updated on the progress of your claim.
3. Please note that if a solution or detailed response is provided from a warranty agent, a ticket may automatically close 24 hours after notification. It is important to monitor your email and respond within this timeframe. Once a claim is closed, it cannot be reopened, and the solutions offered in the closed claim will no longer be available.
4. Claims that are non-responsive within a timely manner after receiving a notification of closure cannot be reactivated. If a customer does not respond after being notified of the ticket closing, the solutions previously offered will no longer be re-offered.
5. If a new warranty claim is submitted after the valid period specified in our Manufacturer's Warranty Policy, previous resolutions cannot be accessed or offered. However, a new resolution will be offered based on the current claim submission if the claim period is still active.
6. We encourage customers to actively participate in the claim process, respond promptly, and keep track of their email communications. This ensures efficient resolution and satisfactory outcomes for warranty claims. If you have any further questions or need assistance, please contact our customer support team.

We are dedicated to addressing any concerns covered by our warranty and providing a satisfactory resolution. If you have any questions or need assistance with a warranty claim, please contact our customer service team.

At Valyou, we understand the importance of protecting your furniture investment. To provide our customers with added peace of mind, we offer extended warranty options for purchase on our website. Our extended warranty plans offer coverage for accidents that may occur during the specified coverage period. Please review the following details of our extended warranty policy:

1. Extended Warranty Options Customers can choose from three extended warranty options: 2-year, 3-year, and 5-year plans. These plans offer additional coverage beyond the standard manufacturer warranty.
   
   Please note that once the extended warranty is added to the order and the item is delivered, we can no longer cancel the extended warranty.
   
2. Coverage: Our extended warranty plans cover accidents that result in damage to the furniture. This includes accidental spills, stains, scratches, pet damages, and other unforeseen incidents that may occur during normal use.
   
   The extended warranty can be utilized once per year. For instance, if you purchased a 3-year extended warranty for your item and have already used it for a specific reason this year, you may not be eligible to use it again until the following year. In such cases, it must be for a different concern, one that is distinct from the concern you had already reported.
3. Accidental Damage Coverage: Accidental damage coverage includes, but is not limited to, the following scenarios:

• Spills and stains from food, beverages, or household chemicals
• Scratches, gouges, or chips on the furniture surface
• Rips, tears, or punctures in upholstery or fabric
• Pet damages such as claw marks or chewing

4. Exclusions
It is important to note that our extended warranty does not cover damages caused by deliberate misuse, abuse, or neglect. It also excludes damages resulting from natural wear and tear, normal fading of fabric or materials, or damages caused by unauthorized repairs or alterations.

5. Claim Process
 In the event of an accidental damage claim, customers should contact our customer service team. A claim representative will guide you through the claim process, which may include providing relevant details and supporting evidence such as photographs or videos of the damaged area.

6. Resolution Process
Once the claim is submitted, our team will evaluate the nature and extent of the damage. If the damage is covered under the extended warranty, we will provide a suitable resolution. This may involve arranging for repairs by a professional technician, offering a replacement part, or, if necessary, replacing the entire furniture item.

7. Terms and Conditions
Please review the terms and conditions specific to each extended warranty plan at the time of purchase. These terms outline the coverage period, claim procedures, and any additional information regarding the extended warranty.

We believe that our extended warranty options provide added value and protection for your furniture purchase. If you have any questions or require further assistance regarding our extended warranty policy, please contact our customer support team.