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Damage Policy & Inspection Guidelines

Villa Decor Design Style: Damage Policy & Inspection Guidelines

At Villa Decor Design Style, we partner with premium carriers, but the nature of shipping furniture and fragile decor involves risk. To ensure a replacement or refund can be processed, you must follow these inspection protocols.

1. The 48-Hour Reporting Window

All claims for transit damage, manufacturer defects, or missing items must be reported within 48 hours of delivery.

  • Claims made after 48 hours are strictly ineligible for replacement or refund, as we are unable to file a timely claim with our carriers or vendors.

  • Email: info@villadecordesign.com

  • Subject Line: DAMAGE CLAIM: Order #[Your Order Number]

2. Mandatory Inspection Procedures

For Ground Shipments (UPS/FedEx)

  1. Do not discard packaging. Keep all boxes and internal honeycomb/bubble wrap until the claim is resolved.

  2. Take Photos Immediately. We require at least 3 photos of the external box and 3 photos of the damaged item.

For Freight Shipments (Large Furniture/Mirrors)

Critical: You must inspect the shipment before the driver leaves.

  • Visible Damage: If the box is crushed, torn, or wet, you must write "DAMAGED" on the Bill of Lading (BOL) before signing it.

  • Severe Damage: If the item is clearly destroyed, Refuse the Shipment and write "Refused due to damage" on the BOL. Notify us immediately.

  • Concealed Damage: If the box looks fine but the item inside is broken, you still only have 48 hours to report it.

Legal Note: Signing a Bill of Lading without noting damage is a legal acknowledgement that the item arrived in "Good Condition." This may void your ability to receive a replacement.

3. Claim Requirements

To process your claim, please provide the following in your initial email:

  1. Photos of the Box: Clear shots of all sides of the exterior packaging.

  2. Photos of the Shipping Label: Must be legible.

  3. Photos of the Item: Close-ups of the damage and a wide-angle shot of the entire piece.

  4. A copy/photo of the signed BOL (for Freight orders).

4. Resolution Process

Once a claim is submitted, our Customer Relations Department will review the evidence within 2–3 business days. Possible resolutions include:

  • Replacement: A new item will be shipped at no cost to you (pending stock availability).

  • Repair/Part Replacement: For minor issues, we may send a replacement part or offer a local repair credit.

  • Store Credit/Refund: If the item is out of stock or cannot be repaired, a full refund or store credit will be issued.

5. What is NOT Considered Damage

  • Natural Variations: Small knots, grain patterns, or slight color shifts in natural wood, marble, or hand-woven textiles are considered unique characteristics, not defects.

  • Size Variance: Hand-crafted items may have a +/- 1-inch variance from the listed dimensions.

  • Buyer’s Remorse: If the item is in perfect condition but does not fit your aesthetic, it falls under our Standard Return Policy (including shipping and restocking fees).