Vinterior Returns & Cancellations for EU Residents

Last updated: September 2026

Important note on country-specific provisions: This document is structured in two layers. Layer A (Sections 1 to 9 below) sets out the common terms that apply uniformly across all markets. Layer B, sets out in the country-labelled sections at the end of this document ("Germany", "France", "Netherlands"), contains additional or replacement provisions that apply only to you if you are habitually resident in the relevant country, to the extent required by that country's mandatory consumer-protection law. Please check whether a Layer B section applies to you based on your country of habitual residence before relying on Layer A alone.

1. Free cancellations

Changed your mind before dispatch?

You can cancel any order before it's shipped for a full refund, including delivery costs.

To cancel an order, click Create cancellation on the order page.

Once an item has been dispatched, delivery costs are not refundable — except where you exercise your statutory right of withdrawal under section 2 below, in which case the refund rules in section 7 apply. If you do not accept the shipping charge outside of that statutory right, you can cancel and receive a full refund, provided that (a) the order has not yet been dispatched, and (b) you cancel within 24 hours of receiving the order confirmation.

Bespoke, personalised or made-to-order pieces cannot be cancelled.

2. Returning an item

You have a statutory right of withdrawal. You may withdraw from this contract within fourteen (14) days without giving any reason. The withdrawal period shall expire fourteen (14) days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. See the country-specific section applicable to your country of habitual residence for any mandatory withdrawal-function requirement that applies in addition to the methods described below.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an e-mail). You may use the model withdrawal form set out below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired. For full details on your right of withdrawal, please see our dedicated withdrawal information page at vinterior.co/right-of-withdrawal.

There are two return types:

A. The item isn't as described (free return)

If your piece arrives and it doesn't match the listing in any material way (incorrect description, undisclosed damage, inaccurate measurements, misleading photos), you are fully protected:

• Free return
• The Vendor or Vinterior arranges pickup
• Full refund, including outbound delivery costs once the Vendor receives the item

This applies to all purchases.

B. You changed your mind

In the event of withdrawal, you shall bear the direct costs of returning the goods. The actual cost will depend on the size of the item and the courier used.

• Applies to furniture delivered within the EU.
• Pickup arranged for you
• Return costs correspond to the actual costs charged by the courier

We coordinate the return with either the Vendor's chosen courier or our trusted delivery partner.

3. If your item arrives damaged

Damage on arrival is uncommon, especially for furniture deliveries within the EU.

But if something does go wrong, you're fully protected.

• Let us know as soon as possible (ideally within 72 hours of delivery) so we can resolve things quickly. Reporting transport damage promptly helps us assert our own claims against the carrier. However, this does not affect your statutory rights in relation to defects; in particular, you are not obliged to inspect the goods within a certain period of time or to report defects in order to retain your statutory rights, save where mandatory local law requires notification within a specified period, in which case see the country-specific section applicable to your country of habitual residence.
• Share photos so we understand what happened
• We'll help arrange a return and refund if needed

You're always protected when something goes wrong in transit.

Your statutory warranty rights remain unaffected. The statutory limitation period is twenty-four (24) months from delivery in accordance with applicable law. For used goods, the limitation period shall be reduced to one (1) year from delivery, provided that you have been expressly and separately informed of this reduction prior to the conclusion of the contract. This reduction shall not apply in cases of intent, gross negligence, injury to life, body or health, or fraudulent concealment of a defect. This is the default position; see the country-specific section applicable to your country of habitual residence at the end of this document for any modification to the limitation period start date or the treatment of used goods.

4. What can't be returned

The right of withdrawal does not apply to the following goods in accordance with applicable consumer protection law:

• Bespoke, personalised, or made-to-order pieces
• Goods that have been handled beyond what is necessary to establish their nature, characteristics and functioning (such as by waxing, repairing, sanding, or otherwise altering the goods) may be subject to compensation for any resulting diminution in value in accordance with applicable law; however, this does not affect your statutory right of withdrawal as such.
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been removed after delivery.

5. How to start a return

1. Log in to your Vinterior account
2. Open your order
3. Click Create a return
4. Add notes + photos if relevant

We'll guide you through the rest. See the country-specific section applicable to your country of habitual residence for any additional mandatory withdrawal function.

6. What happens next

1. We review your request, confirm the return and advise on next steps
2. Pickup or return method is arranged
3. The item is returned to the Vendor
4. We issue your refund once the Vendor confirms the item's condition

Returns are completed smoothly once the pickup is arranged.

7. Refunds

In the event of withdrawal, we shall reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us) and, where applicable, the Vinterior Service Fee, without undue delay and in any event not later than fourteen (14) days from the day on which we are informed of your decision to withdraw from this contract. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. This is the default position; see the country-specific section applicable to your country of habitual residence for any modification to the refund trigger date.

Once a refund is issued, it may take up to 5–10 working days for the funds to appear back on your original payment method, depending on your bank or card provider.

You shall only be liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. This liability applies only where you have been duly informed of your right of withdrawal.

8. Governing law

These terms and any disputes arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply. Notwithstanding the foregoing, if you are a consumer habitually resident in a member state of the European Union, the choice of English law shall not deprive you of the protection afforded by the mandatory provisions of the law of the country in which you habitually reside that cannot be derogated from by agreement (including, without limitation, your statutory withdrawal rights, minimum guarantee periods, and any mandatory information requirements). The choice of English law operates in addition to, and does not override, any such mandatory protections. Any dispute arising out of or in connection with these terms or their subject matter or formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are a consumer habitually resident in an EU member state, you retain the right to bring proceedings before the courts of your country of habitual residence, and nothing in these terms affects that right.

9. Online Dispute Resolution and Consumer Arbitration

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration body, unless otherwise required by law. See the country-specific section applicable to your country of habitual residence for the competent alternative/consumer dispute resolution body, where mandatory local law requires one.

10. Order of priority between Layer A and Layer B

In the event of any conflict or inconsistency between the provisions of Sections 1 to 9 above ("Layer A") and a country-labelled section set out below ("Layer B"), the relevant Layer B section shall prevail, but only in respect of, and only to the extent applicable to, consumers habitually resident in that country. For all other consumers, Layer A shall continue to apply in full. Layer B applies in place of or in addition to the equivalent provision(s) of Layer A, to the extent required by the mandatory law of the relevant country.

Country-specific provisions (Layer B)

Germany

Where you are a consumer habitually resident in Germany, the following provisions apply in place of or in addition to the equivalent provision in the main body (Layer A), to the extent required by mandatory German law.

G1. Warranty limitation period (Section 3)

The statutory limitation period for claims based on defects is two (2) years from delivery of the goods, in accordance with Section 438 of the German Civil Code (Bürgerliches Gesetzbuch, "BGB"). For used goods, the limitation period may be reduced to one (1) year from delivery, provided that you have been expressly and separately informed of this reduction prior to the conclusion of the contract, in accordance with Section 476 BGB. This reduction shall not apply in cases of intent, gross negligence, injury to life, body or health, or fraudulent concealment of a defect.

G2. Consumer dispute resolution (Section 9)

We are neither obliged nor willing to participate in dispute resolution proceedings before a German consumer arbitration board (Verbraucherschlichtungsstelle), unless otherwise required by mandatory German law. The European Commission's online dispute resolution (ODR) platform is no longer operational.

France

Where you are a consumer habitually resident in France, the following provisions apply in place of or in addition to the equivalent provision in the main body (Layer A), to the extent required by mandatory French law.

F1. Notification of defects (Section 3)

This does not affect your statutory rights in relation to defects, save that, in some EU member states, mandatory national law may require you to notify the seller of a defect within a specified period (typically within two months of discovering it) in order to retain your statutory rights; where such a requirement applies in your country of habitual residence, it prevails. Subject to the foregoing, you are not obliged to inspect the goods within a certain period of time or to report defects in order to retain your statutory rights.

F2. Legal guarantee of conformity (Section 3)

Your statutory warranty rights remain unaffected. The statutory liability period is a minimum of twenty-four (24) months from delivery, or such longer period (or, where applicable, a period determined by reference to the expected lifespan of the goods) as may be mandatory under the law of your country of habitual residence. For used goods, the liability period may be reduced to not less than one (1) year from delivery only where such reduction is permitted under the law of your country of habitual residence and you have been expressly and separately informed of this reduction prior to the conclusion of the contract; where such reduction is not permitted, as is the case in France, where the full two (2) year legal guarantee of conformity (garantie légale de conformité, Articles L217-3 et seq. of the French Consumer Code) applies to used goods, the full statutory period applies. This reduction shall not apply in cases of intent, gross negligence, injury to life, body or health, or fraudulent concealment of a defect. These rights are in addition to any other mandatory statutory guarantees available to you under French law, including the guarantee against hidden defects (garantie des vices cachés, Articles 1641 et seq. of the French Civil Code).

F3. Consumer dispute resolution (Section 9)

If you are a consumer habitually resident in France, you may refer any dispute free of charge to the competent French consumer ombudsman (médiateur de la consommation) whose contact details must be inserted before publication, after first submitting a written complaint to us. We are otherwise neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration body, unless otherwise required by law.

Netherlands

Where you are a consumer habitually resident in the Netherlands, the following provisions apply in place of or in addition to the equivalent provision in the main body (Layer A), to the extent required by mandatory Dutch law.

N1. Mandatory withdrawal function (Sections 2 and 5)

Since 19 June 2026, Dutch law (Article 6:230oa of the Dutch Civil Code, "DCC") requires that, in addition to the methods described in Section 2, we ensure you can exercise your right of withdrawal by submitting a notice of withdrawal via a clearly labelled, permanently accessible function on the Site (a "cancellation button"), using unambiguous wording that makes clear that it enables the contract to be terminated. The notice of withdrawal function allows you to provide or confirm: (a) your name; (b) details identifying the contract from which you wish to withdraw; and (c) the electronic means by which we will confirm your withdrawal to you.

N2. Free return - refund trigger (Section 7, item A)

We will refund all payments received from you, including the outbound delivery costs, without undue delay and in any event within fourteen (14) days from the day on which we receive your notice of withdrawal (Article 6:230r(1) DCC). Within that period, we may withhold the refund until whichever is earliest of: (a) our receipt of the returned item, or (b) your provision of evidence that you have sent it back (Article 6:230r(4) DCC).

N3. Return costs disclosure (Section 2, item B)

Before concluding the distance contract, we must state the total price of the goods, including all return costs. If these costs cannot reasonably be calculated in advance, we must inform you that such additional return costs may be payable.

N4. Warranty limitation period (Section 3)

You must notify us of a defect within a reasonable time after discovering it (a notification within two months of discovery is always considered timely), failing which your rights based on non-conformity may lapse, in accordance with Article 7:23(1) DCC. The limitation period for claims based on non-conformity of the Goods is two (2) years from the date on which you notified us of the defect, in accordance with Article 7:23(2) DCC (not from the date of delivery).

N5. Refund timing (Section 7)

The 14-day refund period runs from the moment you notify us of your withdrawal from the contract, in accordance with Article 6:230r(1) DCC, and not from the date we receive the goods back. We will process your refund using the same payment method you used for the original transaction. We will not apply any other payment method without your express agreement, and you will not incur any fees as a result of the reimbursement.

N6. Consumer dispute resolution (Section 9)

The European Commission's online dispute resolution (ODR) platform is no longer operational. If you are a consumer habitually resident in the Netherlands and wish to pursue an unresolved dispute, you may contact us directly via the Site or bring proceedings before the competent Dutch court in accordance with Section 8, or, where applicable, a recognised Dutch dispute resolution body.