Returns & Refunds

Returns, Replacements & Refund Policy

At Vertex Living, we are committed to delivering quality products and exceptional customer service. If something isn't right with your order, we'll work with you to resolve the issue promptly and fairly.

Our goal is to provide the quickest possible resolution, and in most cases this means replacing the affected item or component rather than requiring unnecessary returns.

1. Reporting an Issue

Please inspect your order immediately upon delivery.

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery.

To help us resolve your request quickly, please include:

Order number
Description of the issue
Clear photographs of:
- the product
- packaging
- shipping label
- damaged or affected area (if applicable)

Failure to report issues within this period may affect our ability to process your claim.

2. Replacement-First Resolution

Whenever possible, Vertex Living will resolve eligible aftersales issues by providing:

Replacement parts
Partial replacement
Full product replacement

This approach allows us to resolve issues faster while avoiding unnecessary returns of large furniture items.

3. Eligible Claims

We will gladly assist with:

✓ Damaged During Delivery

If your product arrives damaged in transit.

✓ Manufacturing Defects

Products with manufacturing faults affecting normal use.

✓ Incorrect Item Received

If you receive a different item than ordered.

✓ Missing Parts or Components

Missing hardware, accessories or components required for normal assembly.

✓ Non-Functioning Products

Products that fail under normal intended use due to manufacturing defects.

4. Replacement Process

Depending on the nature of the claim, we may provide:

Replacement parts
Partial replacement
Complete replacement

In many cases, a return of the original product will not be required.

If a return is necessary, Vertex Living will provide instructions before any item is shipped back.

Please do not return any item without prior authorization.

5. Returns

Returns are accepted only for approved eligible claims.

Unauthorized returns may be refused.

Products must not be returned without written authorization from Vertex Living.

6. Non-Returnable Situations

We are unable to accept returns or replacements for:

Change of mind
Buyer remorse
Incorrect measurements after purchase
Color or appearance differences caused by screen settings
Normal wear and tear
Damage caused by misuse, abuse, accidents, improper assembly, modification or neglect
Products damaged after successful delivery through improper handling
Issues reported after the claim reporting period

7. "Not as Expected"

We encourage customers to carefully review product descriptions, dimensions, specifications and images before placing an order.

Returns or replacements cannot be approved solely because a product did not meet personal expectations where the delivered product matches the published product information.

8. Refunds

Our priority is always to resolve eligible issues through replacement whenever reasonably possible.

Refunds may be provided only when:

A suitable replacement cannot reasonably resolve the issue;
A replacement product is unavailable; or
A refund is required under applicable consumer protection laws.

Approved refunds will be issued to the original payment method.

Processing times may vary depending on your payment provider.

9. Order Cancellations

Orders may be cancelled before shipment.

Once an order has been processed or dispatched, cancellation may no longer be possible.

Please contact us as soon as possible if you wish to cancel an order.

10. Assembly & Installation

Customers are responsible for following the provided assembly instructions.

Damage caused by incorrect assembly or improper installation is not covered under this policy.

11. Shipping Delays

While we strive to meet all estimated delivery times, delays caused by weather, courier disruptions, holidays or circumstances beyond our control do not qualify for refunds or replacements.

12. Contact Us

For all aftersales assistance, please contact:

Vertex Living Customer Care

📧 Email: support@vertexspaces.co

Please include your order number in all correspondence.

Premium Customer Promise

At Vertex Living, we believe purchasing furniture should be simple and worry-free.

If an eligible issue occurs, our team will work quickly to provide the most practical solution—whether that's replacement parts, a replacement product, or another appropriate resolution—so you can enjoy your purchase with confidence.