Refund & Return Policy

A Clear, Thoughtful, and Reliable Return Experience

At Viesse Home, we believe the right light can bring warmth and ease to everyday life. We also understand that there may sometimes be differences between choosing a lamp online and experiencing it in person. That is why we have established a clear Return & Exchange Policy to help every customer follow a straightforward process when an issue arises.

This policy applies to cordless table lamps and other lighting products purchased through the official Viesse Home website at www.viessehome.com. Please read the following terms carefully before submitting a request and follow the specified instructions.

1. Return & Exchange Period

To ensure that return and exchange requests are handled according to clear and consistent standards, we have established the following application periods.

Return Period: Within 30 calendar days of the date the product is delivered.

Exchange Period: Within 30 calendar days of the date the product is delivered.

The application period is calculated based on the delivery date recorded in the shipping carrier's tracking information. If an order contains multiple packages, the delivery date of the package containing the relevant product will generally be used.

If you discover that a product is damaged, missing components, incorrect, or otherwise inconsistent with your order, please contact us through the Contact page as soon as possible. Include your order number and relevant supporting materials so that we can review the circumstances.

Please note that return or exchange requests must be submitted within the applicable period stated above. Requests submitted after the deadline may not qualify under our standard return and exchange policy, except where mandatory applicable laws provide otherwise.

2. Return Eligibility

We aim to keep our return requirements clear and straightforward so that you can understand the basic conditions before submitting a request. In general, products submitted for return should meet the following requirements:

Request Within the Specified Period. A return request must be submitted within 30 calendar days of the product's delivery date.
Product in Appropriate Condition. The product should remain in its original condition as far as reasonably possible and must not have additional damage caused by improper use, unauthorised modifications, or other customer-related handling.
Complete Product and Accessories. Please retain the original packaging, the charging base and cable, instruction documents, and other items supplied with the product whenever possible.
Valid Order Information. The return request must correspond to a verifiable purchase made through the Viesse Home website.
Prior Return Authorisation. Please contact us through the Contact page to confirm your return request and obtain instructions before shipping the product back.

If the product has a quality issue, was damaged during transportation, was incorrectly shipped, or has missing components, please describe the issue in your message and provide clear photographs or other relevant supporting materials. We will assess the appropriate resolution based on the order records, product condition, and applicable policy.

For returns requested for personal reasons, eligibility may be limited if the product has been significantly used, damaged through improper handling, returned without important accessories, or cannot reasonably be verified as part of the original order. Each case will be reviewed according to the circumstances and applicable laws.

3. Exchange Eligibility

If you receive a product with an issue or wish to request a replacement based on your circumstances, you may contact us to submit an exchange request within 30 calendar days of delivery. Exchange requests generally need to meet the following conditions:

The request is submitted within the specified exchange period.
The relevant order and product information can be verified.
The product's condition, accessories, and packaging meet the applicable exchange requirements.
The requested replacement product is available in stock.
The exchange request has been confirmed, and the product is returned according to the specified procedure.

If the product was damaged during transportation, does not match your order, or has a verified quality issue, please explain the situation in your message and attach the order number and relevant photographs.

If you wish to exchange a product for a different item, please contact us first to confirm whether the exchange is possible and whether any price difference, additional shipping costs, or other necessary fees may apply. Any applicable fees and arrangements will be explained before the exchange is processed and will comply with applicable laws. The shipping time for a replacement product depends on the review process, product availability, and logistics arrangements. We will provide further instructions after the exchange plan has been confirmed.

4. Circumstances That May Affect Return or Exchange Requests

To protect the legitimate interests of both parties, the following circumstances may prevent a request from being processed under our standard return and exchange procedures:

The applicable return or exchange period has expired, and no legal exception applies.
The product has been damaged due to improper use, accidents, unauthorised disassembly or modification, or other customer-related causes.
Important product components or accessories — such as the charging base — are missing, and the circumstances cannot be reasonably explained.
Necessary order information cannot be provided, preventing us from verifying the purchase.
The product was shipped back without prior confirmation, making the package difficult to identify or process according to the intended procedure.

These circumstances do not exclude any rights that consumers may have under applicable law. For product quality issues, statutory return rights, or other legally protected circumstances, we will handle the request in accordance with applicable laws and the facts of the case.

5. Complete Return Procedure

To reduce unnecessary delays and shipping errors, please follow the steps below when requesting a return.

Step 1: Submit a Return Request

Please contact us through the Contact page within 30 calendar days of the product's delivery date. We recommend noting "Return Request + Order Number" in your message. Please include the following information:

Order number.
Product name or relevant product information.
Reason for the return.
Current condition of the product.
Necessary photographs or supporting evidence.
A valid email address where we can send our response.

If your request concerns product damage, an incorrect shipment, or missing components, please provide clear photographs whenever possible to help us verify the issue.

Step 2: Wait for Review and Return Instructions

After receiving your request, we will review the order information, reason for the return, and product condition. If additional information is required, we may contact you. Please check your inbox and spam folder regularly to avoid missing important communications.

Please do not ship the product back before your return request has been confirmed. We need to verify the request details and confirm the return method and shipping instructions first. This helps reduce the risk of unidentified packages or processing delays.

Step 3: Ship the Product According to the Instructions

Once your return request has been approved, prepare the product according to the instructions provided in our reply. We recommend that you:

Carefully pack the product, accessories, and applicable original packaging.
Use protective packaging materials to prevent additional damage during transportation.
Choose a shipping method that provides tracking information.
Keep the tracking number, shipping receipt, and relevant records.
Use the confirmed return address and follow the specified shipping instructions.

Unless otherwise required by applicable law, products returned without prior confirmation may experience processing delays.

Step 4: Provide Return Tracking Information

After shipping the product, please reply through the existing correspondence and provide the name of the shipping carrier and the tracking number. This information helps us monitor the shipment and verify the return once the package arrives. Please retain your shipping receipt until your return request has been fully processed.

Step 5: Product Receipt and Inspection

Once the returned product arrives, we will verify the order information and inspect the product's condition, accessories, and relevant supporting materials based on the reason for the return. If the product meets the applicable return requirements, we will proceed with the refund process. If discrepancies are identified during the review or further clarification is needed, we may contact you to explain the situation and discuss the next steps.

Step 6: Confirm Refund Processing

Once the return has been approved, we will process the refund according to the original payment route and applicable refund rules. The refundable amount and the treatment of shipping fees will depend on the reason for the return, the actual order circumstances, and applicable laws. After the refund has been initiated, the time required for the funds to arrive may also depend on the payment provider, card-issuing bank, or other relevant financial service provider. We will make reasonable efforts to keep the refund process clear and traceable and provide relevant explanations when necessary.

6. Complete Exchange Procedure

Exchange requests must also be confirmed in advance and processed according to the following steps.

Step 1: Submit an Exchange Request. Within 30 calendar days of delivery, contact us through the Contact page with your order number, product name, reason for the exchange, and relevant photographs.

Step 2: Confirm the Exchange Arrangement. We will verify the order and product details and determine whether the exchange is possible based on product availability, the reason for the request, and applicable rules. Any price differences or shipping arrangements will be explained before the exchange proceeds.

Step 3: Return the Original Product According to the Instructions. Once the exchange request has been confirmed, prepare and ship the product according to the specified requirements. Keep the tracking number and shipping receipt.

Step 4: Inspect the Returned Product. After the product arrives, we will verify its condition and the relevant information. If necessary, we will contact you for further clarification.

Step 5: Arrange Shipment of the Replacement Product. Once the exchange has been approved and the arrangements confirmed, we will arrange shipment of the replacement product based on available inventory and logistics plans. Relevant shipping information will be provided when appropriate.

If the requested replacement product is temporarily out of stock, we will contact you to discuss available alternatives or other appropriate arrangements.

7. Refund Method and Processing Time

Viesse Home processes refunds according to the original order's payment records and applicable rules. In general, refunds will be issued to the original payment method rather than through another unconfirmed payment channel.

Refund Processing Timeline:

Return Shipping Stage: The time required to ship the product back depends on the shipping method, transportation distance, and logistics conditions.
Product Inspection Stage: After the product arrives, we will verify the return request, product condition, and relevant order information.
Refund Initiation Stage: After the return has been approved and inspection is complete, we will initiate the refund to the original payment method.
Funds Arrival Stage: After the refund has been initiated, the funds typically arrive in your account within 5–10 business days, depending on the processing speed of the original payment provider, card-issuing bank, or other relevant financial service provider.

These timeframes are provided as general processing estimates and do not guarantee that every refund will arrive on a specific date. Public holidays, banking delays, order verification, and other exceptional circumstances may affect the actual processing time.

If you have not received your refund within a reasonable period, please check your original payment account and transaction records first. If necessary, contact us through the Contact page so that we can review the refund status.

Please note that the refund amount and responsibility for shipping costs will be determined according to the reason for the return, the actual order circumstances, and applicable laws. For verified product quality issues, incorrect shipments, or other circumstances for which the operating company is responsible, relevant costs will be handled in accordance with applicable requirements.

8. Return Address and Shipping Instructions

Please submit your request first and arrange the return shipment only after receiving confirmation and return instructions.

The return recipient name and return address will be provided in our confirmation message once your request has been approved. Please do not ship products to any other address without prior confirmation, as doing so may affect verification and subsequent processing.

When shipping your return, please ensure that the recipient name, address, and any necessary contact information are entered accurately, as given in the confirmation. Keep your shipping receipt and tracking details for reference.

If the return involves additional shipping costs, international transportation, or other special shipping arrangements, please confirm the requirements with us in advance to avoid additional expenses or processing delays caused by an unsuitable shipping method.

9. Shipping Costs and Responsibility

Shipping costs incurred during returns and exchanges will be determined according to the reason for the request, product condition, order arrangements, and applicable laws.

For returns or exchanges requested for personal reasons, the customer may be responsible for the return shipping costs. The specific arrangements will be explained when the request is confirmed.

For verified product quality issues, transportation damage, incorrect shipments, or other circumstances for which the operating company is responsible, the allocation of shipping costs will be determined in accordance with applicable laws and the specific resolution.

Whenever possible, please choose a safe and reliable shipping method that provides tracking information, and retain all shipping receipts. During the return process and the review of related responsibilities, we may need to refer to shipping records and product inspection results.

10. Contact Us

If you have any questions about the return period, exchange requirements, application procedure, refund status, or return arrangements, please contact us through the Contact page on this website. We recommend submitting return or exchange requests in writing whenever possible, as this provides a clearer record of order information, issue descriptions, and communications between both parties. Please have your order number and a description of the issue ready so that the relevant information can be verified more efficiently, and provide complete and accurate information when submitting a request so that we can verify the circumstances and explain the next steps.

11. Policy Updates and Applicable Terms

Viesse Home may make appropriate updates to this Return & Exchange Policy in response to changes in business procedures, product management requirements, or applicable laws. Updated versions of the policy will be published on the relevant page of our official website. Return requests and transactions will be handled according to applicable laws, the actual circumstances of the order, and the relevant policy.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights granted under applicable law. If any provision of this policy conflicts with mandatory legal requirements, the applicable mandatory legal provisions will prevail.

We aim to ensure that every return or exchange request is handled with care through clear rules, reasonable procedures, and transparent communication. Thank you for choosing Viesse Home.