Refund policy

This page covers change-of-mind refunds on in-stock lighting orders placed with VC Gallery. If your product arrived damaged, has a manufacturing defect, or you received the wrong item, please see our RMA policy instead. Made-to-order furniture and lighting are produced to your specification and are not eligible for refund, only for RMA claims. Our goal is a fair and transparent process across every brand we carry.

What this refund policy covers

This policy applies to change-of-mind returns on in-stock lighting brands only. In-stock brands are pieces we hold or dispatch from our supplier network and that are not built to your specification after your order is confirmed. Under this policy, you can return a product that no longer suits your project provided it is unused, uninstalled, and in its original packaging.

If your product arrived damaged during transport, has a manufacturing defect, or is the wrong SKU, colour, or configuration, this is a claim rather than a refund. Every claim, on every brand including in-stock and made-to-order, is handled through the RMA policy. Claims are free of restocking fees and return shipping.

Made-to-order pieces (upholstered sofas, marble tables, boiseries, custom finishes, bespoke fabric or leather, custom configurations) are produced individually after you confirm the order. Because they cannot be resold to another client, they are not eligible for change-of-mind refund. Only RMA claims apply.

Which brands are eligible for a change-of-mind refund

Refunds under this policy are available only on in-stock lighting brands.

Eligible for refund (in-stock lighting) Visual Comfort & Co., Quintiesse, Vistosi, Oty Light (catalogue configurations only, not custom).
In-stock with restrictions Skyline Design (outdoor furniture, in-stock). Because of the size and logistics of outdoor furniture, change-of-mind refunds are not accepted. Only RMA claims for delivery damage or manufacturing defects apply. See the Skyline delivery page for details.
Not eligible for refund (made-to-order) Vimercati, Swan Italy, Zamagna, IDL, Monitillo 1980, Malerba, Sevensedie, VS Home, Eva Lab, Oty Light custom configurations. These pieces are built to your specification and can only be handled through the RMA policy for defect or damage.

If you are unsure whether a specific SKU is in-stock or made-to-order, contact us before placing the order. Our team will confirm the production model and the applicable return conditions.

Conditions for a change-of-mind refund

For a refund request to be accepted on an in-stock lighting order, the following conditions must all be met.

14 days from delivery The refund request must be submitted within 14 days of the delivery date confirmed by the carrier. Requests submitted after this window are not eligible for change-of-mind refund.
Product unused and uninstalled The fixture must not have been mounted, wired to the mains, or otherwise installed. Any sign of installation (cut wires, ceiling mounting marks, scratches on the base, disconnected fittings) makes the product non-returnable under this policy.
Original packaging preserved The product must be returned in its original packaging with all protective material, hardware, mounting kit, spare bulbs, warranty card, and any accompanying documentation. Damaged or missing packaging affects eligibility.
No functional testing that leaves marks You can open the box and inspect the product visually. However, connecting the fixture to power, mounting it, or testing it in place is considered installation and disqualifies a change-of-mind refund. If the product does not work when first tested, this is a manufacturing defect and must be reported as an RMA claim within 48 hours of delivery.

These conditions apply only to change-of-mind refunds. Damage discovered on arrival or a fixture that does not work on first test are always handled free of restocking fees through the RMA policy.

Two refund options

When you request a change-of-mind refund on an eligible in-stock order, you can choose between two options.

Option A. Full refund with restocking fee. We collect the product and refund the amount you paid, minus a 15 percent restocking fee and the cost of return shipping. Restocking covers the supplier warehouse handling to inspect the product, verify condition, and return it to stock. Return shipping is billed at cost with no markup. You receive a full quote of both amounts before the return is dispatched, and the refund is processed after inspection.
Option B. Exchange for another product, no restocking fee. If instead of a refund you choose another product from any of the VC Gallery brands, no restocking fee applies. You still pay the return shipping on the original piece, but the replacement product is delivered to you at no additional shipping cost. Any price difference between the original and the replacement is settled at the point of exchange, either as an additional payment from you or as a partial refund from us.

In both options, the return shipping must be arranged through VC Gallery, not organised directly with a third-party carrier. This ensures the product is insured in transit and can be traced to the supplier warehouse. Contact us to confirm the option you prefer and to receive the return authorisation.

How to request a refund

All refund requests are handled through our internal process. Please follow these steps.

Open the refund request form and complete it with your order number, SKU, and the reason for the refund.
Attach clear photos of the product in its original packaging, showing that it is unused and uninstalled.
Choose your preferred option: full refund (Option A) or exchange (Option B).
Our team reviews the request with the supplier and confirms your return authorisation, the collection date, and the amounts involved.
We arrange the return shipping. The product is inspected on arrival at the supplier warehouse.
Once the inspection confirms the product meets the refund conditions, the refund or exchange is processed.

Do not ship a product back to VC Gallery or to the supplier before you receive the return authorisation. Unauthorised returns cannot be inspected under insurance and may not be eligible for refund.

Refund timing and payment method

Once the return has been inspected and the refund confirmed, the amount is credited to the original payment method used at checkout. Processing time is typically 5 to 14 business days from inspection, depending on your bank or card issuer. Bank transfers to non-EU accounts (Switzerland, Norway) may take longer.

If the original payment method is no longer available (expired card, closed account), we can process the refund as a store credit valid on any future VC Gallery order, or arrange an alternative bank transfer with the supporting documentation you provide. Store credit is issued at the same value as the cash refund would have been.

What is not refundable

Under the change-of-mind refund policy, the following situations are not eligible.

Made-to-order pieces Any furniture or lighting produced in your specific fabric, leather, finish, wood essence, dimensions, or configuration is not refundable on change of mind. This includes all Vimercati, Swan Italy, Zamagna, IDL, Monitillo 1980, Malerba, Sevensedie, VS Home, Eva Lab pieces, and Oty Light custom configurations.
Skyline outdoor furniture Change-of-mind refunds are not accepted on Skyline outdoor furniture due to size and logistics constraints. RMA claims for damage or defect always apply.
Products already installed or tested in place Any fixture that has been mounted, wired, or tested in place is considered installed and cannot be returned under this policy.
Products with missing or damaged original packaging The original packaging with all protective material and accessories must be preserved. Missing hardware, cut cables, or damaged boxes make the return ineligible.
Change of mind reported after 14 days from delivery The 14-day window is fixed. Requests submitted after this period cannot be processed as a change-of-mind refund.
Products that do not fit the space due to incorrect planning Wrong sizing, wrong ceiling height, weight incompatible with the mounting surface, or any other planning error that could have been verified before ordering. Please review dimensions, weight, and installation requirements carefully before you place the order. The team is available to help you verify specifications.

If your situation is not covered by change-of-mind refund but involves damage, defect, or the wrong item, it is handled through the RMA policy. RMA claims have their own conditions and are always free of restocking fees.

How to avoid a change-of-mind refund

Change-of-mind refunds involve restocking fees and return shipping. A little planning before you order avoids both.

Verify dimensions and weight Check the SKU spec sheet, measure the space, and confirm the ceiling or wall can support the fixture. For chandeliers, measure the drop and the clearance to any surface below.
Confirm the finish and colour Screens can render finishes differently from real light. Ask us for additional photography, a real-life reference, or a physical sample where possible. For lighting, our Milan showroom is open by appointment.
Confirm the production model In-stock or made-to-order changes what returns you can request. Ask us to confirm before you commit if you are unsure.
Ask about installation requirements Wiring type, ceiling reinforcement, weight tolerance, and electrical certifications all matter. Our team can walk you through what your project needs.
Visit the showroom for high-value or statement pieces For any anchor chandelier or a full room ensemble, seeing the piece in person is worth the trip. Our Milan showroom is at Via Filippo Turati 3, open by appointment.

If any specification is unclear, contact us before you order. It takes a few minutes and saves both sides a restocking fee.

Need help with a refund?

Our team is available to help you understand which policy applies to your case, prepare the request, and follow it through inspection. Send us your order number and a short description of the situation, and we come back with the correct next steps.