Return & Refund Policy

At Vertu Living, we design performance seating made to support you for years to come. However, we understand that not every purchase is the perfect fit. That’s why we offer a return and refund policy that’s clear, fair, and easy to navigate.

You may return your product within 60 days of delivery, provided it is unused, unassembled, and in its original condition. To be eligible, the item must be returned in its original packaging or packaging of equal protection, and you must include your order number and clear photos showing the product’s current condition. Returns that do not meet these requirements may be declined.

How to Start a Return

To initiate a return, please email our customer support team at support@vertuliving.com. Include your full name, order number, and a short explanation of the reason for the return. Our team will review your request within 24 hours.

If your return is approved, we will send you a prepaid return shipping label along with clear instructions on how and where to send your package. All returns must be arranged through Vertu Living in advance. Returns sent without prior authorizationmay not be accepted or refunded.

Refunds and Return Shipping

Once your return has been received and passed inspection, we will process your refund within 7 to 14 business days, credited to your original payment method. Please note:

Return shipping costs will be deducted from your refund amount.
Original shipping fees and taxes (if applicable) are non-refundable.

Refunds can only be issued after we receive and inspect the returned item. If the returned product is found to be used, incomplete, or damaged due to improper repackaging, we may reduce or deny the refund at our discretion.

Restocking Fee

Returns requested:

Within 14 days of delivery: Eligible for a full refund of the item’s subtotal and applicable taxes.
After 14 days of delivery: Subject to a 20% restocking fee, deducted from the subtotal before refund.

This fee covers quality control, handling, and repackaging costs for returned items.

Order Cancellations

You may cancel your order:

Within 12 hours of placing it (before fulfillment begins): Eligible for a full refund.
After 12 hours but before shipping: Eligible for a refund minus a 5% processing fee to cover administrative and payment gateway costs.
After the order has shipped or is in transit: The order cannot be canceled. Once received, you may submit a return request under the terms outlined above.

Custom & Bulk Orders

Orders containing custom-made, personalized, or made-to-order items are final sale and cannot be returned, exchanged, or canceled once confirmed.

Orders containing five or more units are classified as bulk orders and are non-cancellable and non-returnable after confirmation and payment. We encourage all bulk order customers to carefully review their selections prior to purchase.

Missed Deliveries

If you are unavailable to receive a scheduled delivery:

One free rescheduling attempt is included for Threshold or White Glove deliveries.
A $100 fee will apply for each additional rescheduling request.
Orders that cannot be delivered due to customer unavailability are not eligible for refund or cancellation.

Please ensure someone is present at the agreed delivery time to avoid delays or penalties.

Exchanges

We do not offer direct exchanges for products. If you wish to receive a different item, you must first return the original product (if eligible) and place a new order for your preferred model or variation.

Damaged or Defective Items

If your product arrives damaged, defective, or not as described, please notify us within 30 days of delivery by emailing support@vertuliving.com. include:

Your order number
Clear photos or video of the issue
A brief description of the problem

After reviewing your claim, we will ship a replacement of the same item, including the same color, finish, and model, at no additional cost to you. Please note that refunds or product exchanges for a different item are not available in damage-related cases.

Legal Compliance

This Return & Refund Policy complies with applicable consumer protection laws in the United States and the European Union, including the EU Consumer Rights Directive. It does not affect your legal rights. All terms are subject to change in compliance with updated regulatory requirements and improvements to our customer experience.

Need Support?

Our customer support team is available 24/7 to help with any questions about your order, return, or shipping process. Feel free to contact us anytime at support@vertuliving.com. We’re here to help you feel confident in every purchase.