Claims: damage, defects and wrong items

If a product arrives damaged, has a manufacturing defect, or is not what you ordered, we fix it at no cost to you: repair, replacement part or replacement product. A manufacturing defect is replaced whenever it appears. Please report transport damage within 48 hours of delivery so we can claim from the carrier quickly. This applies to every brand we sell, made-to-order included.

What counts as a claim?

Type	Examples	Please report
Transport damage	Broken glass or alabaster, dents, scratches, bent metal, crushed box	Within 48 hours of delivery
Wrong or missing item	Different model, size or finish from the order; missing cable, cover or part	Within 48 hours of delivery
Colour or finish mismatch	Identical pieces in the same order that look visibly different	As soon as you notice
Manufacturing defect	Does not light up, flickers, faulty driver or socket, short circuit, structural or finish fault	Whenever it appears

If you no longer want a product that arrived in perfect condition, that is a return, not a claim: see returns and refunds.

How quickly do I need to report?

Transport damage, wrong or missing items: within 48 hours of delivery. The carrier accepts damage claims only in this window. Reporting in time lets us claim from the carrier and ship the replacement faster.
Manufacturing defects: whenever they appear. Many defects show up only during installation or after weeks of use. We replace or repair them on every brand, without a deadline.

A report after 48 hours does not take away your rights. You are always covered by the 2-year legal guarantee of conformity under EU and Italian consumer law; a late report of transport damage can only make the case slower.

What should I check on delivery day?

Photograph the packaging from all sides before opening, including the shipping label.
If the box is damaged, open it in front of the driver.
Check every piece in good light: glass, shades, joints and finish. Count the parts against the delivery note.
If you find damage, sign the delivery note with a reservation and describe the problem. Do not sign it as accepted in good condition.
Do not install the product until you are sure it is intact.
Send us photos within 48 hours of delivery.

If someone else accepts the delivery for you, give them this checklist.

How do you fix it?

Repair on site. For small faults, such as a loose wire or an LED module, we authorise a certified electrician and reimburse the invoice.
Replacement part. A new shade, glass, base, cable or missing part is shipped to you.
Replacement product. When a repair is not possible, we send a new product and collect the faulty one at the same time.
Correct item. For a wrong item, we deliver the right one and collect the wrong one.

We agree the solution with you, choosing the fastest one. If a replacement is not available, we offer an alternative or a refund.

Who pays for a claim?

We do. For damage, defects and wrong or missing items we pay the return shipping and the delivery of the replacement. There is no restocking fee. A claim is accepted without the original packaging; if you still have it, keep it to protect the product on the way back.

How do I open a claim?

Write to team@vcgallery.it or use the claim request form with your order number and the product SKU.
Attach photos or a short video: the packaging, the product, the problem close up and the label.
For a defect, describe what happens and when: for example, flickers at full brightness.
We review the claim with the manufacturer and confirm the solution, usually within 2 to 5 business days.

Before repairing or modifying the product yourself, wait for our confirmation: an unauthorised repair can void the manufacturer's coverage. Do not send anything back before we give you the collection details.

How long does it take?

Solution	Usual time
Review of the claim	2 to 5 business days
Repair on site	1 to 2 weeks
Replacement from stock	2 to 4 weeks
Replacement of a made-to-order piece	The brand's production time, confirmed with you
Reimbursement of a repair invoice	5 to 14 business days from the paid invoice

What is not covered?

Damage caused after delivery: during installation, moving, cleaning or use.
Normal wear, and changes to the product made without our confirmation.
Bulbs, which are sold separately.

In these cases we can still help you order a replacement part, quoted separately.

Frequently asked questions

How long do I have to report a manufacturing defect?

There is no deadline. A manufacturing defect is replaced or repaired whenever it appears, on every brand we sell. Your legal guarantee of conformity applies in any case.

Why should I report transport damage within 48 hours?

The carrier accepts damage claims only within 48 hours of delivery. Reporting in time lets us claim from the carrier and send the replacement faster. A later report does not take away your legal rights, but the case can take longer.

Do I need the original packaging for a claim?

No. We accept a claim for a defect or damage without the original packaging. If you still have it, keep it: it protects the product on the way back.

Two identical lamps from my order have a different colour. Is that a claim?

Yes. A visible difference in colour or finish between identical pieces in the same order is handled as a claim: no restocking fee and no shipping cost for you.

Does a claim cost me anything?

No. For damage, defects and wrong or missing items we pay the return shipping and the delivery of the replacement. There is no restocking fee.

What if my installer damaged the product?

Damage caused during installation, moving or use is not a claim. We can help you order a replacement part, quoted separately.