Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Viorapew designs and builds solid-wood furniture and supports deliveries in the countries listed above. This page explains how Viorapew handles problems and how returns, exchanges, and refunds work for furniture orders. All figures are in USD, and you pay nothing beyond checkout—return labels/pickups plus any VAT/GST, duties, brokerage, and customs processing are covered by Viorapew where eligible (DDP on returns).
Quick summary
-
Return window: 30 days from delivery—start by contacting support with your order number.
-
No extra fees on eligible returns: Viorapew issues the parcel label or books the freight pickup and covers international VAT/GST and duties when Viorapew’s paperwork is used. No restocking fee on eligible returns.
-
Refund speed: within 7 business days after the item arrives and passes inspection, paid in USD to the original payment method (store credit on request).
-
Proof of purchase: order number or the email/phone used at checkout.
-
Support reply time: 1–2 business days (Mon–Fri, EST).
Eligibility rules (furniture)
Items must be new, unused, unassembled, and unmodified so heavy hardwood parts stay safe in transit. Signs of use or alteration—scratches, dents, stains, odors, pet hair, drilled holes, refinishing, leveled/installed bases—make preference returns ineligible. Include original protection (foam, corner guards, hardware packs, manuals, tools). If something is missing, repack to an equal or better protection level.
Items that have been assembled, installed, glued, or altered can return only when Viorapew confirms a manufacturing defect or verified transit damage. Intended use is indoor residential/studio. Some large pieces need pallet pickup or a liftgate; Viorapew will share the steps during scheduling. Return shipments must originate from the covered regions at the top of this page.
Natural wood characteristics
Solid wood varies naturally in grain, color, small knots, and figure. These are material features, not defects, and are assessed this way in all covered countries.
If something is wrong (damage, defect, or wrong item)
If a piece arrives damaged, has a production fault, or doesn’t match the ordered model/size/finish, Viorapew will make it right. Common issues include crushed corners, cracked tops, chipped coating, mis-cut/misaligned joints, tops not level, unstable bases, or hardware that won’t seat.
Viorapew provides prepaid return shipping (parcel label or scheduled freight pickup) and either a replacement (subject to stock/lead time) or a full refund in USD, plus a refund of any outbound shipping paid for that item. For minor cosmetic issues, Viorapew may send replacement parts or a touch-up kit. For international returns, Viorapew covers VAT/GST, duties, brokerage, and customs processing when Viorapew’s return label and documents are used (DDP for returns).
Change of mind (space, size, or finish preference)
You may request a preference return within 30 days if the item is unused and properly packed. Viorapew pays the return freight—you won’t be asked to pay anything beyond checkout. After inspection confirms complete parts and like-new condition, Viorapew refunds the product price in USD.
Note: Original outbound shipping, if paid at checkout, isn’t refunded for preference returns. Any exchange price difference is settled in USD at the time of processing.
Items that cannot be returned
Gift cards, final-sale/clearance, 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, and any furniture that has been used, assembled, installed, modified, or refinished.
If your order included a promotional bundle or free gift, all items must be returned; otherwise Viorapew 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 the order number with a short description.
If the issue is damage or defect, contact Viorapew 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.
Viorapew replies within 1–2 business days. If eligible, Viorapew issues a prepaid parcel label or books a freight pickup and provides packing guidance.
Return address: Viorapew Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Labels and pickup authorizations usually expire after 10 calendar days—please ship or be available within that time. After the first carrier scan, transit risk transfers to Viorapew. Returns must include the Viorapew Return Authorization included with the label; shipments sent without authorization may be delayed.
Packing guidance (furniture)
Immobilize tops, legs, and bases so nothing shifts. Reuse original foam and corner guards where possible. Bag all hardware/tools and secure the bag inside the carton or crate. If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides and seal every seam firmly. For freight returns, Viorapew will confirm pallet requirements and provide BOL (bill of lading) details.
Inspection checklist
Reviewers verify the correct model/size/finish, confirm all components and hardware, ensure no signs of use or alteration, and check that protective packing is adequate to prevent new transit damage.
If parts are missing or packing is inadequate and damage occurs, Viorapew may reduce the refund to cover repair or replacement, or—if you prefer—return the item. No new fees are charged to you; Viorapew coordinates and pays the required logistics.
Refund timing and method
Once the return arrives and passes inspection, Viorapew 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 take up to 7 additional business days to post funds. Any currency conversion or FX spread is set by your card or bank.
Exchanges
Requests for a different size or finish are available for 30 days when inventory allows.
-
Preference exchanges: Viorapew covers shipping for both the return and the replacement.
-
Issue-based exchanges (damage, defect, wrong item): shipping is also covered.
Replacements ship after the original item is received and inspected; cross-shipping isn’t available.
Refused deliveries and undeliverable shipments
If a delivery is refused without prior notice and the carrier reports no damage, Viorapew will still coordinate the return and cover carrier charges. Viorapew can reschedule at no cost or issue a refund per the rules above once the item returns and is inspected.
If refusal is due to visible carrier damage noted with the driver, Viorapew will handle the claim and no re-delivery fees will apply.
Taxes, duties, and customs on returns (international)
For eligible returns from covered countries, Viorapew prepares re-import paperwork and pays VAT/GST, duties, brokerage, and customs processing—provided you use Viorapew’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: 6–8 business days to the U.S. & Canada, 7–9 to Europe & UK, and 9–10 to Australia. For delivery methods and tracking behavior, see Viorapew’s Shipping Policy.
Additional notices for regional compliance
-
EU/UK consumer rights: Nothing here limits your statutory rights (including cooling-off where applicable). If local law offers stronger protection, Viorapew will honor it.
-
Payment & currency: All refunds/exchanges are calculated and issued in USD. Any FX conversion shown by your bank or card is determined by that provider.
-
Contact details: [email protected] · Viorapew Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Business hours: Mon–Fri (EST).
Need assistance?
Viorapew responds within 1–2 business days (Mon–Fri, EST). For faster help, include your order number, delivery address, and photos/video when reporting damage or defects.
Address: 19613 Temple Ave, South Chesterfield, VA 23834
Phone: +1 (804) 709-5165
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM EST
