Returns & Refunds

Villa Noir customers have 48 hours within receiving delivery* to request a return or make a claim by contacting our service team on ___________ or at home@villanoir.com.au. 

When possible, the returned product(s) must be in Villa Noir's possession within 48 hours from the date of receiving the delivery. All product(s) returned must meet the following conditions to be accepted:

• Returned in original packaging
• Original receipts and invoice
• All included accessories and parts
• Not assembled or partially assembled
• In a re-sellable condition.

If a returned product is unable to be resold as brand new by Villa Noir (at its sole discretion), Villa Noir reserves the right to credit only 50% or less of the product price paid by the buyer.

Return deliveries must be requested first for authorisation prior to returning the product(s). Unauthorised returns will not be accepted. Buyers are welcome to return the product(s) themselves to the nominated warehouse during business hours to save on re-delivery costs. If the buyer cannot return the product(s) to the warehouse themselves, we can arrange a collection from the nominated address at the buyer’s expense.

Please note that Villa Noir will not be responsible for any costs associated with shipping the return unless the product(s) are damaged in transit by our nominated carriers or is deemed a manufacturing fault.

*Exclusions

We cannot offer change-of-mind refunds, returns and claims for the following purchases:

• Made to order/custom product(s) are not eligible for our return policy. These custom-made purchases cannot be returned or refunded as the furniture is specially ordered from a supplier and specifically made for the client. It is the client’s responsibility to ensure all custom-made orders are 100% appropriate prior to purchasing. Please note that the 50% deposit required for custom product(s) is not refundable if you choose to cancel the order at any time.
• Large, semi-assembled MDF product(s), such as TV units, buffet units or desks, or, marble and reclaimed items, are not eligible for our return policy due to the complexity of packaging and special fragile handling requirements.
• Products which have been partially assembled, or assembled in full.
• Products not shown or advertised on the Villa Noir website.
• Bulk orders are not refundable due to the large quantity.

 

Products On Hold

Product/s can be put on hold for up to four (4) weeks from the date of notification that your hold order and deposit payment are confirmed. If you need to extend your hold longer than four (4) weeks, your deposit payment will be non-refundable and your product/s on hold will no longer be valid for change-of-mind and other return/ refund policies. A 10% holding fee will apply to orders on hold for 1-3 months and 20% for 3-6 months period. Please note that we are unable to hold an order for more than six (6) months.

Also, products can be put on hold for one (1) week without a deposit from the date of notification that your product hold request is confirmed. Please note that product holds will be automatically deallocated and/ deleted after one (1) week if no response is heard from the account holder and/ or client.

 

Cancelling Your Order

If you change your mind and decide not to proceed with your purchase, please inform us as soon as possible. If your product(s) have not yet been dispatched, we can cancel your order and provide you with a credit note or refund under special circumstances. In the case that your order has been dispatched by the warehouse, all shipping charges and delivery fees will be non-refundable. Note that any return to sender and/ or return fees payable by the customer are non-refundable. Alternatively, we can withhold the return fees from the credit amount of the product(s).

 

Faulty Products & Significant Differences

If a product is faulty, significantly different than advertised, or not fulfilling its purpose, please notify Villa Noir within 48 hours of receiving delivery. You will be advised by our support team to take and send photos and/ or videos of the issue to illustrate the problem. 

Where a product is found to be faulty, Villa Noir will provide replacements or full product replacement at our discretion.

All faulty product(s) must be returned to Villa Noir in safe order for inspection and assessment. We require the faulty product(s) to be packaged adequately in the original packaging, including all accessories and parts, and not assembled or partly assembled in any way to avoid additional damage in transit.

  

Product Transit Damage via Third Party Service

If you believe that your product(s) has been damaged in transit, you must report it to Villa Noir within 48 hours of receiving delivery. To report a faulty product, significant difference, or transit damage, please contact our service agents on _________ or at home@villanoir.com.au. You will be advised by our support team to take and send photos and/ or videos of the issue to illustrate the problem.

 

Return Collection

It is always the client’s responsibility to arrange for a means (by requesting help from neighbours, friends, or likewise) to bring the product(s) to the ground floor and/ or front door of residences or buildings in the case of a return. Customers must ensure that the product(s) are adequately packaged in the original boxes and packaging to avoid damage during the return delivery. All costs regarding a return delivery or collection are at the customer’s expense.

 

How to Make a Claim

In order to process a return/ refund, change of mind, and claims, you must email your claim to home@villanoir.com.au.

 Details to include in your claim:

• Your company name and customer’s name
• Invoice number
• Product code or SKU
• A clear photo of the product damage or discrepancy with the item, clearly showing and describing the fault or claim reason in question
• What you or your customer requests as a solution.

 

*Villa Noir reserves the right to make changes to these terms and conditions without notice.