Returns & Refunds

Section 01

What can be returned

We want you to be happy with what you bought. If it isn't right, you have 30 days from confirmed delivery to request a return. This is a voluntary commercial policy that sits on top of your statutory rights – it does not replace them.

This policy covers every category we sell – lighting, home accessories, kitchen and gardening – subject to the conditions above and the exclusions in section 05.

Section 02

How to return

When you can reach us

You can email a return request at any hour. Our customer service team reads and answers messages, and issues RA numbers, during the hours below, in Eastern Time (ET).

Who pays return shipping

Section 03

Refunds

Approved returns are refunded to your original payment method within 5–10 business days of us receiving and inspecting the item. We charge no restocking fee, and we make no deductions from an approved refund.

Once inspection confirms your return is approved, we start the refund straight away and email you a Refund Confirmation. From there your bank or payment provider needs its own processing time before the money shows up.

Credit and debit cards

Refunded within 5–10 business days of approval. Your bank may take a further 3–5 business days to post the credit to your statement.

PayPal

Usually within 3–5 business days of approval, returned to your PayPal balance or the original funding source.

The full timeline

Inspection and refunds are handled by a person, so both happen during our support hours. A parcel that lands on a Sunday or a holiday starts its inspection period on the next business day. Every figure above is in business days, which never include Sunday or a holiday.

If you have not received the Refund Confirmation email at all, check your spam folder before writing to us.

Section 04

Exchanges

We exchange for a different size, colour or finish of the same item, subject to stock. Exchange requests fall inside the same 30-day window from delivery.

• Request within 30 days of confirmed delivery
• Available for a different size, colour or finish of the same item only
• Subject to current stock – we confirm availability before processing anything
• The original item must meet the return conditions in section 01
• We ship your replacement with free tracked shipping once your return is back and inspected

Email info@vieirahome.com with the subject “Exchange Request — Order #XXXXX”, your order number, the item concerned, and which variant you want instead. We check stock and confirm before you ship anything back. If your preferred variant is unavailable, we offer a full refund instead – we do not issue store credit in place of a cash refund.

Section 05

Items we cannot take back

Some things cannot be returned or refunded because of what they are:

• Personalised or custom-made items – made to your specification, engraved, monogrammed, cut to size or otherwise customised
• Digital products – downloadable guides, e-books, templates, or anything delivered electronically
• Hazardous goods – flammable liquids, aerosols, fertilisers, pesticides, or anything classified as hazardous for postal transport
• Final Sale items – marked as such on the product page at the time of purchase
• Gift cards – non-refundable and non-transferable
• Live plants, seeds and bulbs – perishable horticultural goods cannot come back once delivered
• Hygiene- and food-contact sensitive products – where a protective seal has been broken after delivery
• Hard-wired or permanently installed lighting – fixtures that have been wired in, drilled or permanently mounted

Section 06

Damaged or defective items

If something arrives damaged, develops a manufacturing fault, or isn't what was described, we put it right and cover all return shipping.

Section 07

Your rights as a US consumer

We ship to the United States. Your statutory rights under US federal and state law apply in full and are not reduced or waived by this policy. Where your statutory rights give you more than our commercial policy does, your statutory rights win.

The 30-day return window here is something we offer voluntarily. It operates in addition to any statutory right you have, and nothing in this policy waives your rights under federal or state consumer protection legislation.

Federal law

There is no single federal law requiring a retailer to accept returns. The Federal Trade Commission does require that whatever return or refund policy a retailer has is clearly disclosed – which is what this page does.

State law

Several states, California and New York among them, set specific requirements for return policies, and state lemon laws may apply to certain product categories depending on where you live. We comply with the applicable state rules.

FTC Mail Order Rule

For online orders, we are required to ship within the timeframe we state or offer you a cancellation and a full refund. We comply with that in full.

Our support hours

Our hours describe when our team is available to answer you. They do not shorten any deadline, limitation period or statutory right that applies to you, and no claim is refused because it arrived on a day we were closed.