Returns and refunds

Private customers in the EU can return an order within 14 days of delivery without giving a reason, as EU consumer law provides. You pay the return shipping; there is no restocking fee. If the product arrived damaged, is defective or is not what you ordered, it is a claim, not a return: see the claims policy.

Can I return an order if I change my mind?

Yes. As a private customer you have 14 days from delivery to tell us you want to return the order. You do not need to give a reason. This applies to every brand we sell, including pieces produced after your order, as long as they are standard catalogue models.

How it works. Tell us within 14 days of delivery, then send the product back within 14 days of telling us. We refund you within 14 days of your request; we may wait until the product is back with us or you show us it has been shipped.

Which products cannot be returned?

The law excludes pieces made to your specifications or clearly personalised for you. They cannot be resold to another client.

Personalised, not returnable on change of mind. Custom dimensions, a fabric or leather chosen for your order, a finish or configuration produced specially for you, Oty Light custom configurations, bespoke furniture.
Standard, returnable within 14 days. Catalogue models in catalogue finishes, whether in stock or produced after your order: for example Visual Comfort, Quintiesse, Vistosi, Oty Light and IDL catalogue models.

If you are not sure which group a piece belongs to, ask us before you order and we confirm it in writing. Defects and transport damage are always covered, personalised or not: see the claims policy.

What condition must the product be in?

You can open the box and look at the product, as you would in a shop. That does not affect your return.

Opened to inspect. Counts as new. We take it back and refund in full.
Installed. Mounted, wired to the mains, cables cut, terminals fitted or switched on. The product has lost value. You can still return it, but the loss in value is deducted from the refund and for an installed fixture it can be a large part of the price.
Without original packaging or parts. Return the product with its box, protective material, hardware and documents. If something is missing, the loss in value is deducted from the refund.

To avoid any deduction, decide before you install: check the product on the floor, next to the space, before your electrician mounts it.

How much does a return cost?

Situation	Return shipping	Restocking fee
Change of mind, private customer	Paid by you	None
Exchange for another product	You pay the return of the original; delivery of the new product is free	None
Damage, defect, wrong or missing item	Free	None
Business order with a VAT number, change of mind	Paid by the client	15%

We can arrange the collection with our carrier and tell you the cost before it is booked, or you can send the product yourself to the address we give you. Use insured, tracked shipping: until it reaches us, the product travels at your risk.

Can I exchange a product instead?

Yes. Choose another product from any brand we sell. There is no restocking fee, including when the new product costs more. You pay for sending the original back; we deliver the new one at no shipping cost. Any price difference is settled at the exchange: you pay the difference, or we refund it.

How do I return an order?

Within 14 days of delivery, write to team@vcgallery.it or use the return request form. Include your order number and the products you are returning. The EU model withdrawal form is also accepted.
We reply with the return address and, if you want, a quote for the collection.
Pack the product in its original packaging with all parts and send it within 14 days of your request.
We check the product on arrival and refund you.

Please wait for the return address before shipping: our products come from different warehouses, and a parcel sent to the wrong one is delayed.

When do I get my money back?

Within 14 days of your return request. We may wait until the product is back with us or you send us proof of shipping. We refund the price and the standard delivery cost you paid for the order, to the original payment method. Bank processing can add a few days, especially for non-EU accounts.

Business and trade orders

Orders placed by a business with a VAT number, including trade accounts, are not covered by the consumer withdrawal right. For these orders:

Change of mind within 14 days of delivery, unused and in original packaging: 15% restocking fee plus return shipping.
Exchange for another product: no restocking fee; you pay the return of the original, delivery of the new product is free.
Personalised and made-to-specification pieces cannot be returned.
Damage, defects and wrong items are handled free of charge under the claims policy.

How to avoid a return

Check size and weight. Measure the space, the ceiling height and the drop. Confirm with your electrician that the ceiling or wall can hold the weight.
Check the finish. Screens show finishes differently. Ask us for extra photos or see the piece in our Milan showroom.
Check the EU version. European versions can differ from photos of other markets, for example in switches or cables. Ask us if a detail matters to you.

Frequently asked questions

Can I return an order if I change my mind?

Yes. As a private customer in the EU you can return your order within 14 days of delivery without giving a reason. The only exception is a piece made to your specifications or clearly personalised for you.

Is there a restocking fee?

No, not for private customers. You pay only the cost of sending the product back. The 15% restocking fee applies only to business orders placed with a VAT number.

Can I open the box before deciding?

Yes. You can open the box and look at the product as you would in a shop. Do not mount it, wire it or cut any cables: a fixture that has been installed has lost value, and that loss is deducted from the refund.

Can I return a made-to-order lamp such as Vistosi or Oty Light?

Yes, if it is a standard catalogue model in a catalogue finish. Producing it after your order does not make it personalised. A configuration made specially for you, such as a custom size or a custom finish, cannot be returned on change of mind.

Who pays shipping if I exchange a product?

You pay for sending the original product back. Delivery of the new product is free, and there is no restocking fee. Any price difference is settled at the exchange.

Do I get the original delivery cost back?

Yes. When you return the whole order, we refund the price and the standard delivery cost you paid. If you chose a more expensive delivery option, we refund the cost of standard delivery.

What if the product is damaged or does not work?

That is a claim, not a return, and it costs you nothing. See our claims policy.