Refund policy
Return & Refund Policy
Return windows and eligibility
Contact us through our store’s Contact Us page within the applicable window below. Count the days from delivery. If your order contains products with different return terms, each item follows the terms shown on its product page.
| Product return terms | Request window | What’s covered |
|---|---|---|
| Vtng Furniture | 30 days | Report damaged or defective items, wrong items, items that differ from the description, or incorrect quantities. Other returns may be approved if the item is unused, in its original packaging, and in the condition received. The buyer pays return shipping for approved returns unrelated to a defect or order error. |
| SANVEN Technology | 20 days | Free returns when approved for items that arrive damaged or dead on arrival, wrong items, items that differ from the description, quality issues, missing parts, or incorrect quantities. Where permitted by law, approved returns for change of mind, ordering mistakes, or other reasons that do not qualify for free return are subject to buyer-paid return shipping and a US$15 restocking fee. Damage caused by misuse is outside warranty coverage. Contact us if you need an electronic or video manual. |
| eSupBase Home and More | 7 days | Report damaged, defective, missing, incorrect, or misdescribed items or quantities. Reporting within 48 hours helps us process your claim faster. Keep the original packaging and leave the item uninstalled and unassembled. Approved physical returns under these terms require the original packaging. Change-of-mind returns are excluded, and voluntary order cancellations are unavailable once the order ships. |
How to request a return or report a problem
- Contact us with your order number, the affected item, and a description of the issue. Keep the item, packaging, and shipping labels while we review your request.
- Send clear photos of the item and any damage or discrepancy. For an incorrect SANVEN item, include photos of the item, its SKU or part number, and all shipping labels. Videos can also help document quality issues or missing parts. If an item never arrived or you cannot provide a photo, tell us what happened so we can review other evidence.
- Wait for written instructions before shipping anything. If a return is required, we’ll provide the correct return address and any required return merchandise authorization number (RMA). Use that address and include the RMA where required. The address on the original shipping label may differ from the approved return address.
Replacements and refunds
- Vtng Furniture. For verified damage, wrong items, items that differ from the description, or incorrect quantities, we’ll arrange a replacement or refund without requiring you to ship the item back. We cover return shipping for a defect or order error if we require a return.
- SANVEN Technology. For verified issues, we’ll arrange an appropriate replacement or refund and cover return shipping if a return is required. If the carrier confirms your parcel was lost, we’ll arrange a replacement or refund. After we issue a card refund, it may take 2–14 business days to appear, depending on your card issuer.
- eSupBase Home and More. For a verified damaged or wrong item, we may offer a replacement or replacement parts at no charge. If neither resolves the issue, we’ll provide return instructions and issue a full refund after the approved return. Verified claims for items that differ from the description or incorrect quantities are eligible for a refund.
When a physical return is required, we’ll process the refund promptly after receipt and inspection, subject to any earlier deadline required by law. When we approve a refund without a return, we’ll process it once the claim is approved. Refunds go to the original payment method.
Warranty and consumer rights
SANVEN Technology products and their replacements are covered by a 12-month warranty. For eSupBase Home and More products, manufacturer warranty coverage varies by product. If a problem develops after the return window, contact us for the applicable warranty details or the manufacturer’s contact information.
This policy is in addition to your statutory consumer rights. Where the law gives you a longer period, a right to cancel, or a different remedy, those rights apply. The deadlines, packaging and evidence requirements, shipping charges, and fees above apply only to the extent permitted by law.
Before publishing, assign the correct return terms to each Shopify product and confirm who pays return freight on approved eSupBase claims. Its source policy promises a full refund in specified cases but does not say who pays return freight. The draft follows Vtng’s specific instructions allowing remedies without a physical return for the four listed issues, even though its general policy also describes inspection after a return.
The files identify U.S. suppliers, but they don’t establish where your store sells. Confirm the rules for your customer markets before publishing. For example, eligible UK online buyers generally have 14 days after delivery to cancel, and the U.S. FTC has separate requirements when sellers cannot ship on time. GOV.UK returns guidance · FTC shipping rule