REFUND POLICY

Last updated: October 12, 2025

 

At Villaé Home Design, we strive to provide interior design services that meet your expectations. Our refund policy aims to be clear and fair, both for our clients and our agency.

 

1) Withdrawal period (consumer customers – EU)

You have 14 calendar days from receipt of your order to exercise your right of withdrawal , without having to provide a reason for your decision.

Eligibility requirements

  • New , unused, complete item (accessories, instructions, labels) and in its original, intact packaging .
  • Proof of purchase required ( order number , name, email).
  • Initial request made within 14 days of delivery, then return shipped within 14 days of our agreement.

Not eligible : personalized/custom-made products, gift cards , opened consumables, unsealed hygiene products (e.g. pillowcases/linens in open blister packs), items damaged after receipt due to abnormal use.

Services (advice, plans, custom design)

  • Services (plans, 3D renderings, interior design coaching, work support, etc.) are non-refundable once the mission has begun, as they involve personalized creative work.
  • If you wish to cancel a service that has already been planned but has not yet started, a refund may be issued, less the deposit paid when ordering.

 

Decorative products/furniture ordered through the agency

  • In accordance with the law, you have 14 days from delivery to exercise your right of withdrawal (except for custom-made or personalized items).
  • Items must be returned in their original condition and packaging.
  • Return costs are the responsibility of the customer, except in the case of an error on our part or a defective item.

2) How to request a return

  1. Write to villaehomedesign@gmail.com with: order number, item(s) concerned, reason, photos of the item and packaging.
  2. Wait for our validation (and, if applicable, a label or return instructions).
  3. Carefully pack the item (cardboard recommended).
  4. Ship the package to the address indicated. Keep the proof of deposit and tracking .

Without prior request and agreement from our after-sales service, a returned package may be refused .

3) Return costs

  • Change of mind / size / color : return costs are the responsibility of the customer .
  • Preparation error, defective or damaged item upon receipt : we will cover the costs (label provided) after photo verification within 48 hours of receipt.

4) Refunds

  • Upon receipt and quality control, we validate the refund within 14 days maximum via the same payment method (excluding initial delivery costs, unless there is an error on our part).
  • If the item shows signs of use or missing/damaged packaging , a discount may apply; we will inform you before processing.
  • Return costs are not refunded, except in cases attributable to VILLAE HOME DESIGN.

5) Exchanges

We do not offer direct exchanges. To change the model/color/size:

  • Make a return (refund according to §4), then place a new order .

6) Damaged/Incorrect Items

If your item is damaged or does not match the order, contact us within 48 hours with photos (product + box + shipping labels).
Solutions proposed depending on the case: replacement , missing part , repair , or refund .

7) Specific exceptions

  • Bulky/fragile items (mirrors, lighting, furniture, etc.): return only with original packaging and internal protection. We may require an approved carrier ; a return fee may apply if the reason is not attributable to VILLAE HOME DESIGN.
  • DIY kits, incense, textiles in direct contact : not returned if opened/unsealed.
  • Custom-made/personalized products : neither returned nor exchanged (art. L221-28 Consumer Code).

8) Delays in reimbursement

  • Check your bank account and then contact your card issuer/PayPal; processing times may vary.
  • If after these checks you have not received anything more than 14 days after our confirmation, write to villaehomedesign@gmail.com .

9) Return address

VILLAE HOME DESIGN – Returns Service
1 rue Raymond Poincaré, 81200 Mazamet – France

10) Applicable law

This policy applies in compliance with French consumer law and the EU right of withdrawal . It does not affect your legal guarantees (conformity & hidden defects).