Refund policy

 

At Vantrio, we want you to shop with confidence. Please review our Return & Refund Policy carefully before making a purchase.

This policy applies to eligible purchases made through our website. By placing an order, you agree to this Return & Refund Policy.

14-DAY RETURN WINDOW

We accept returns of eligible items within 14 days of delivery, subject to the requirements and exclusions below.

To be eligible for a return, you must contact us within 14 days after your order is delivered. Returns sent without prior approval will not be accepted.

RETURN ELIGIBILITY

To be eligible for a return, the item must be:

Unused
Unassembled
Uninstalled
Undamaged
Unmodified
In its original packaging
In the same condition that you received it
Returned with all parts, hardware, tools, manuals, inserts, labels, accessories, protective materials, and packaging included
Accompanied by proof of purchase

Items with signs of use, assembly, installation, stains, odors, pet hair, damage, missing parts, missing packaging, altered packaging, or modification may be refused or may be subject to deductions from the refund where permitted by law.

Because furniture and home goods can be large, fragile, and expensive to ship, please keep all original packaging until you have fully inspected the item and are sure you will keep it.

HOW TO START A RETURN

To start a return, contact us at support@vantrio.shop before sending your item back.

Please include:

Your order number
The item you want to return
The reason for the return
Photos of the item and packaging, if requested
Any other information needed to evaluate your request

If your return request is approved, we will provide instructions on how and where to send your item. Do not send returns to the manufacturer, supplier, or return address shown on the original shipping label unless we specifically instruct you to do so.

Returns sent without prior approval, sent to the wrong address, or sent after the return window has expired may be refused.

RETURN SHIPPING COSTS

Customers are responsible for return shipping costs unless the item arrived damaged, defective, missing parts, or incorrect due to our error.

For oversized, heavy, fragile, or freight-shipped items, return shipping costs may be substantially higher than standard parcel shipping. If we provide a prepaid return label, arrange return shipping, or arrange return freight for a return that is not due to our error, the cost of return shipping may be deducted from your refund.

Original shipping costs, handling fees, delivery fees, white-glove delivery fees, room-of-choice delivery fees, assembly fees, installation fees, packaging removal fees, return shipping fees, storage fees, redelivery fees, and similar service fees are non-refundable unless otherwise required by law or unless the return is due to our error.

RESTOCKING FEE

For eligible furniture, décor, lighting, home goods, bedding, mattress, pillow, textile, and furniture-adjacent returns that are not caused by our error, product damage, product defect, missing parts, or an incorrect item, a 15% restocking fee will be deducted from the refund.

The restocking fee helps cover inspection, handling, supplier return costs, warehouse processing, repackaging, and related expenses.

The restocking fee does not apply where prohibited by law.

DAMAGED, DEFECTIVE, MISSING PARTS, OR INCORRECT ITEMS

Please inspect your order immediately upon delivery and before assembly, installation, or use.

If your item arrives damaged, defective, missing parts, or incorrect, contact us at support@vantrio.shop within 48 hours of delivery for visible damage or delivery-related issues. For concealed damage or defects that were not reasonably visible at delivery, contact us as soon as possible and no later than 14 days after delivery.

Please include:

Your order number
A description of the issue
Clear photos or videos of the item
Clear photos of the packaging
Clear photos of the shipping label
Photos of any damaged boxes, corners, dents, punctures, or carrier markings
Photos of any missing, broken, or defective parts

Please keep the item and all original packaging until the issue is resolved. Do not discard packaging, assemble the item, install the item, modify the item, attempt repairs, or return the item before receiving instructions from us. Discarding packaging, assembling, installing, using, modifying, or repairing the item before contacting us may limit our ability to provide a refund, replacement, replacement parts, or other solution.

After reviewing the issue, we may offer one or more of the following solutions, depending on the circumstances and as required by applicable law:

Replacement parts
Repair assistance
A replacement item
A return authorization
A partial refund
A full refund

We reserve the right to determine the appropriate solution based on the nature of the issue, product type, supplier policy, carrier requirements, and applicable law.

FREIGHT AND OVERSIZED DELIVERY DAMAGE

For freight or oversized deliveries, inspect the packaging and item as carefully as possible at delivery.

If there is visible damage to the box, pallet, crate, or product, note the damage with the carrier before signing, take photos, and contact us immediately.

If the carrier provides delivery paperwork, write clear notes such as “box damaged,” “item damaged,” “puncture in packaging,” “corner crushed,” or similar specific language before signing. Do not write “subject to inspection” alone, as this may not be enough to support a carrier claim.

If delivery damage is severe, contact us before refusing delivery whenever possible. Refusing delivery without contacting us may result in return freight, storage, redelivery, or restocking fees unless the refusal is due to clear carrier damage or our error.

NON-RETURNABLE ITEMS

Certain items are not returnable, including:

Final sale items
Clearance items marked final sale
Gift cards
Custom items
Made-to-order items
Personalized items
Assembled or partially assembled furniture
Installed items
Modified items
Used items
Items without original packaging
Items missing parts, hardware, manuals, accessories, or packaging
Items damaged after delivery
Items marked non-returnable on the product page
Items that cannot be safely or reasonably resold due to condition, handling, use, or packaging
Opened or used bedding, pillows, mattress toppers, mattresses, blankets, throws, cushions, cushion covers, upholstered textile items, or similar textile or hygiene-sensitive items, unless they arrived damaged, defective, or incorrect
Lighting or electrical products that have been installed, wired, altered, used, or removed from original packaging, unless they arrived damaged, defective, or incorrect

If you have questions about whether an item is eligible for return, please contact us before purchasing.

COLOR, SIZE, MATERIAL, AND MEASUREMENT ISSUES

Product photos, colors, textures, finishes, materials, dimensions, and appearance may vary due to lighting, photography, screen settings, manufacturing differences, natural material variations, supplier updates, and measurement methods.

Customers are responsible for reviewing product dimensions and measuring their space before ordering, including doorways, hallways, stairways, elevators, room layout, and delivery access.

Returns due to size, fit, color preference, change of mind, failure to measure, or buyer’s remorse are treated as customer-choice returns and are subject to this policy, including return shipping costs and any applicable restocking fee.

NATURAL MATERIAL VARIATIONS

Natural materials such as wood, stone, marble, rattan, cane, leather, faux leather, fabric, metal, glass, and similar materials may vary in color, tone, grain, veining, knots, texture, pattern, markings, and finish.

These natural or manufacturing variations are not considered defects unless the item is materially different from the product description or otherwise defective under applicable law.

EXCHANGES

We do not guarantee direct exchanges. The fastest way to get the item you want is to request a return for the original item, if eligible, and place a new order once your return is approved.

REFUNDS

Once we receive and inspect your approved return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days after approval. Please note that your bank, credit card provider, or payment provider may take additional time to process and post the refund.

Refunds may be reduced by any applicable return shipping costs, restocking fees, missing parts costs, damage deductions, non-refundable delivery fees, or other amounts permitted by this policy and applicable law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@vantrio.shop.

ORDER CANCELLATIONS

You may request cancellation by contacting us as soon as possible after placing your order. Cancellation is not guaranteed.

Once an order has been processed, submitted to a supplier, prepared for shipment, shipped, customized, or placed into production, we may be unable to cancel it. If cancellation is not available, the order will be handled under this Return & Refund Policy.

If we approve a cancellation before the order ships or before supplier processing begins, we will issue a refund to the original payment method.

REFUSED PACKAGES / RETURNED TO SENDER

If a package is refused by the customer, returned to sender, undeliverable, or returned due to an incorrect or incomplete shipping address, failed delivery attempts, refusal to schedule delivery, missed delivery appointments, inability to access the delivery location, or failure to claim the package, original shipping costs and related service fees are non-refundable.

The customer may be responsible for return shipping, return freight, storage fees, redelivery fees, restocking fees, and any other fees charged by the carrier, supplier, warehouse, or fulfillment partner.

If you would like the package re-shipped, you may be required to pay a re-shipping or redelivery fee before the order can be shipped again.

If a package is returned to sender due to an error on our part, we will reship the order at no extra cost or provide a refund, depending on the situation and product availability.

PACKAGES LOST IN TRANSIT

If tracking shows that a package appears to be lost in transit, contact us at support@vantrio.shop. We may assist with a carrier search, carrier claim, replacement, reshipment, or refund, depending on the circumstances.

We do not automatically refund or replace packages while a carrier investigation is ongoing unless required by applicable law.

DELIVERED BUT NOT RECEIVED / STOLEN PACKAGES

If a package is marked as delivered by the carrier but you cannot locate it, please check around your delivery location, with household members, neighbors, building staff, mailrooms, parcel lockers, and the carrier.

You may also contact us at support@vantrio.shop so we can review the shipment information. We do not automatically refund or replace orders marked as delivered by the carrier. Any replacement, refund, or other solution in these situations will be handled at our discretion, except where otherwise required by applicable law.

EUROPEAN UNION ORDERS

Vantrio does not sell to, ship to, or accept orders for delivery in the European Union. Orders placed for delivery to European Union addresses may be canceled and refunded.

CONTACT

For return or refund questions, contact us at:

AquaDentica
11 Robert Toner Blvd., Ste 5-351 North Attleboro, MA 02763-1156
United States

Phone: (617)-618-5903
Email: support@vantrio.shop

Please contact us before mailing a return. Returns sent without prior authorization may not be accepted.

Vantrio is operated by AquaDentica