Refund and Return Policy

I. Our Philosophy: Satisfaction Guaranteed

At VANTHANOUVONG LLC, we meticulously curate every item on vanthanouvong.store with an unwavering commitment to quality, accurate representation, and customer delight. We are confident that you will love your purchase. However, we also recognize that buying furniture and home decor online sometimes requires seeing an item in your own space. To provide you with complete peace of mind, we have established a fair, transparent, and customer-friendly Refund and Return Policy.

This policy is designed to be straightforward and respectful of your time and investment. It outlines the conditions, timeframes, and processes for returning an item that does not meet your expectations. Our goal is to handle every return with efficiency and care, ensuring that even if a particular product isn’t the right fit, your overall experience with VANTHANOUVONG LLC remains positive and trustworthy.

Please read this policy carefully before initiating a return, as it contains important information regarding eligibility, condition requirements, and associated fees.

II. General Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  1. Timeframe: You have 30 calendar days from the date of delivery to initiate a return request.

  2. Condition: The item must be returned in its original, unused, unassembled, and undamaged condition. It must include all original packaging, manuals, tags, and accessories. Packaging must be in reusable condition to protect the item during its return shipment.

  3. Proof of Purchase: You must provide your original order number or proof of purchase.

  4. Final Sale Items: Certain items are marked as “Final Sale” or “Non-Returnable” at the time of purchase. These typically include:

    • Custom-made, made-to-order, or personalized items.

    • Clearance or heavily discounted items (clearly marked as such).

    • Opened bedding, textiles, or pillows for hygiene reasons (unless defective).

    • Items that have been specifically assembled or altered after delivery.

Important Note: We reserve the right to refuse a return or deduct from the refund value if an item is received back in a condition that does not meet the above standards (e.g., signs of use, damage, missing parts, or improper repackaging).

III. Step-by-Step Return Process

To ensure your return is processed smoothly and quickly, you must follow this official process. Returns sent without authorization will not be accepted.

Step 1: Initiate Your Return Request (Within 30 Days)

  • Log in to your account on vanthanouvong.store and navigate to your order history.

  • Select the item(s) you wish to return and complete the online return request form.

  • Alternatively, you may contact our customer service team via the Contact Form or at TPCCUONG@GMAIL.COM with your order number and the reason for the return.

  • You must initiate the request within the 30-day window.

Step 2: Receive Your RMA & Instructions

  • Once your request is reviewed and approved, our customer service team will email you a Returns Merchandise Authorization (RMA) number and detailed instructions.

  • This RMA number is mandatory. You must write it clearly on the outside of the return shipping box. Returns received at our warehouse without a visible RMA number will experience significant delays in processing.

Step 3: Pack and Ship the Item

  • Carefully repack the item in its original manufacturer’s packaging, including all padding, inserts, and protective materials. If the original packaging is damaged, you must provide sufficient packaging to ensure the item is fully protected during transit. We are not responsible for damage incurred during an unauthorized or poorly packaged return shipment.

  • Securely seal the box.

  • Important: You are responsible for the cost and risk of return shipping unless the return is due to our error (e.g., wrong item shipped, defective item). We strongly recommend:

    • Using a trackable and insured shipping service.

    • Retaining the proof of postage/shipping receipt until your refund is issued.

Step 4: Our Inspection & Processing

  • Once the returned item is received at our authorized returns facility, our quality control team will inspect it to verify it meets the return condition criteria outlined in Section II.

  • This inspection process typically takes 3-5 business days from the date the item arrives at our warehouse.

IV. Refund Methods and Timelines

Upon successful inspection and approval of your return:

  1. Refund Method: Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different card or account.

  2. Deductions:

    • Return Shipping Costs: The cost you paid to ship the item back to us will be deducted from your refund total, unless the return is due to our error.

    • Restocking Fee: A 15% restocking fee will be applied to the price of the returned item(s). This fee covers the costs of inspecting, repackaging, and restocking the merchandise, as well as processing the financial transaction.

    • Original Shipping Costs: The original outbound shipping charge paid on the order is non-refundable.

  3. Refund Timeline:

    • Please allow 10-14 business days from the date we receive your return at our warehouse for the refund to be fully processed.

    • Once we process the refund, it may take an additional 3-10 business days for the funds to appear in your bank or credit card account, depending on your financial institution’s policies.

Example of Refund Calculation:

  • Item Price: $300

  • Original Shipping Paid: $50

  • Return Shipping Cost (Paid by Customer): $40

  • Restocking Fee (15% of $300): $45

  • Total Refund Amount: $300 – $40 – $45 = $215
    (Note: The original $50 shipping charge is not refunded)

V. Exchanges

We do not offer direct “exchanges.” The most efficient process is as follows:

  1. Initiate a return for the item you wish to send back, following the standard procedure above.

  2. Once your return is approved and the RMA is issued, place a new order on our website for the desired replacement item.

  3. This ensures you receive the new item as quickly as possible without waiting for the return process to be finalized.

VI. Damaged, Defective, or Incorrect Items

Your satisfaction and the condition of your delivery are of utmost importance. If you receive an item that is:

  • Damaged during shipping,

  • Defective (has a manufacturing flaw), or

  • Incorrect (not what you ordered),

Please contact us immediately—within 48 hours of delivery. Do not initiate a standard return.

What to do:

  1. Email us at TPCCUONG@GMAIL.COM with your order number and “DAMAGED/DEFECTIVE” in the subject line.

  2. Provide clear photographs of the damage/defect, the product as a whole, and the shipping box/packaging.

  3. Our team will review and provide you with instructions, which may include arranging for a carrier pickup, sending replacement parts, or issuing a replacement or full refund at our discretion.

  4. For these scenarios, we will cover all return shipping costs and will not charge any restocking fees. Our goal is to resolve the issue swiftly and to your satisfaction.

VII. International Returns

For customers outside the United States:

  • The same 30-day return initiation policy applies.

  • You are responsible for all return shipping costs, customs duties, and taxes incurred when returning the item. We recommend selecting a trackable and insured international service.

  • The refund will be issued in US Dollars to the original payment method. Any currency conversion differences or international transaction fees imposed by your bank are not within our control and will not be reimbursed.

  • Please clearly mark the package as “RETURNED GOODS” on the customs form to avoid additional import taxes. You may need to contact your local customs office to reclaim any import duties/VAT you originally paid.

VIII. Non-Returnable Situations

Returns will not be accepted, or refunds will be denied, for:

  • Items not in original condition, used, assembled, damaged, or missing parts.

  • Items returned after 30 days from delivery.

  • Items without an RMA number.

  • Final sale items (as indicated on the product page).

  • Changes of mind on custom or personalized orders.

  • Minor variations in color, grain, or texture that are inherent to natural materials like wood, wool, stone, or handcrafted items. (Product images on our site are as accurate as possible, but screens vary.)

IX. Contact for Return Assistance

If you have any questions about our Refund and Return Policy before or during the process, please do not hesitate to contact our dedicated support team.

VANTHANOUVONG LLC Customer Service

  • Email: TPCCUONG@GMAIL.COM

  • Contact Form: [LINK TO CONTACT FORM]

  • Phone: +1 (847) 661-26868 (Mon-Fri, 9 AM – 6 PM EST)

We appreciate your business and are committed to ensuring a fair and respectful resolution for any return. Thank you for choosing VANTHANOUVONG LLC.