RMA policy

RMA (Return Merchandise Authorisation) is our process for handling damage, manufacturing defects, or wrong-item claims. This policy applies to every brand we carry, including made-to-order pieces. Reporting within 48 hours of delivery is essential to preserve free return shipping and to open a valid carrier insurance claim. If you simply changed your mind on an in-stock lighting order, please see our refund policy instead.

What the RMA policy covers

The RMA policy is for situations where something is wrong with what arrived. It covers three claim types across every brand VC Gallery carries, including made-to-order furniture and lighting. Every RMA claim is free of restocking fees and return shipping when reported within the 48-hour inspection window.

The RMA policy does not cover change-of-mind returns. If you no longer want an in-stock lighting product that arrived in perfect condition, that request is handled through our refund policy. Change-of-mind returns are available only on in-stock lighting, involve a 15 percent restocking fee, and are subject to a 14-day window.

Made-to-order pieces (upholstered furniture, marble tables, boiseries, bespoke fabrics, custom finishes, custom configurations) are only eligible for RMA claims because they cannot be resold to another client. Damage, defect, or wrong-item situations are always resolved.

Types of RMA claims

Every RMA claim falls into one of three categories. The category determines the evidence we need and the resolution path.

1. Manufacturing defect The product has a fault that comes from the supplier: wiring issue, LED module failure, structural weakness, finish defect, missing internal component, or any hidden fault not visible in the packaging. Manufacturing defects apply to every brand and can be reported within the warranty window for that brand (typically 24 months for European brands, 12 months for US brands under authorised dealer terms).
2. Transport damage The product was damaged during shipping between the supplier warehouse and your delivery address. Examples: cracked marble, scratched wood, bent metal, broken glass, dented shade, damaged frame. Transport damage must be reported within 48 hours of delivery to keep the carrier insurance claim valid. Beyond 48 hours, the carrier will not accept the damage as transport-related and the coverage is lost.
3. Wrong item received You received a SKU, finish, size, colour, or configuration different from what was on the order confirmation. This includes duplicate shipments, missing items in a multi-piece order, and swapped components. Report within 48 hours so we can arrange the correction as a free exchange.

If you are unsure which category applies, describe the situation to us and we help you classify it. What matters most is that you report within 48 hours if there is any chance of transport damage.

The 48-hour reporting window

The 48-hour window is not arbitrary. It exists because the freight carrier only accepts transport damage claims if reported within 48 hours of delivery. After that, the carrier assumes any damage happened after delivery and rejects the claim. When the carrier rejects an insurance claim, the transport cost is no longer covered, and the return shipping and replacement handling can no longer be free of charge.

Reporting within 48 hours preserves three things: free return shipping on the damaged piece, free delivery of the replacement, and full coverage of the transport cost under carrier insurance. All three protections are essential for the claim to be handled without additional cost to you.

What counts as reporting: opening the RMA request form with photos, sending an email to [email protected] with photos, or contacting your VC Gallery advisor with photos. Verbal notification without photographic evidence does not count.

Delivery day inspection (6 steps)

The single most important moment in the RMA process is the delivery day inspection. Follow these six steps every time.

Photograph the packaging in place before the driver leaves. Take pictures from all sides, showing the shipping label, any visible damage to boxes, dents, punctures, or crushed corners.
If the packaging shows any visible damage, open the box in front of the driver. Ask the driver to wait while you inspect. If the driver refuses, note this on the delivery slip and photograph the slip.
Inspect the product under natural light. Move it to a well-lit area if needed. Check every finish, every glass element, every joint, and every mechanical or electrical function that can be tested without installing.
For lighting, test that the wiring is intact and the fixture powers on before mounting (basic functional test only). For furniture, check that hinges open, drawers slide, cushions are complete, and the frame is stable.
Photograph any damage clearly. Take wide shots showing the damage in context and close-ups showing the extent. Include the SKU label or shipping label in at least one photo for identification.
Do not sign the delivery slip as accepted in good condition if you have discovered any damage or defect. Sign as accepted with reservation and note the specific concern on the slip. This is critical for the carrier insurance claim.

If you are not present on delivery day and a representative accepts on your behalf (concierge, contractor, family), ensure they have this checklist. Damage discovered after the delivery slip has been signed as accepted in good condition is much harder to claim. For White Glove deliveries, see the delivery hub for how the process differs.

How claims are resolved

Once we receive your RMA claim with photographic evidence, we work with the supplier to select the most appropriate resolution. There are three main resolution paths.

On-site repair with reimbursement For minor issues that can be fixed in place (loose wiring, LED module swap, small finish touch-up, minor cosmetic repair, replacing a single component), we authorise you to arrange a local electrician or repair specialist. You send us the invoice from a certified professional and we reimburse the cost. A typical example: a certified electrician invoice of 150 euros for wiring rework, reimbursed in full after we receive the paid invoice.
Component or full replacement For issues that cannot be repaired on-site (broken glass shade, cracked marble tabletop, damaged wooden frame, structural defect), we ship a replacement component or the full product. The damaged piece is collected at the same time, at no cost to you. Timing depends on stock availability at the supplier warehouse.
Free exchange for a different SKU When the resolution is a wrong-item claim, we arrange a free exchange with the correct SKU. The wrong piece is collected at the same time as the correct piece is delivered. Any price difference in your favour is refunded to the original payment method.

The choice of resolution is agreed with you based on what is fastest and most convenient. Small defects that can be handled locally often resolve in days; replacements depend on the brand's production model.

How to open an RMA claim

Open your RMA claim within 48 hours of delivery. Follow these steps.

Open the RMA request form and complete it with your order number, SKU, and the type of claim (defect, damage, wrong item).
Upload all photos from the delivery day inspection: packaging in place, opened box, product in natural light, damage close-ups, SKU or shipping label.
Include the delivery slip photo showing the signature and any reservations you noted.
For manufacturing defects, describe what does not work (wiring symptom, structural issue, finish problem) and the conditions under which it appears.
Our team reviews the claim with the supplier within 2 to 5 business days and confirms the resolution path.
Once the resolution is agreed, we schedule the on-site repair, the replacement shipment, or the free exchange. We keep you informed at each step.

You do not need to arrange the return shipping yourself. Do not ship a product back before you receive the RMA authorisation and the collection details. Unauthorised returns cannot be insured or tracked.

RMA timing

Timing depends on the type of claim and the resolution path. Initial review by our team and the supplier takes 2 to 5 business days from a complete claim with photos. Simple decisions (component replacement in stock, on-site repair authorisation) are usually confirmed within 2 business days.

On-site repair by a local specialist typically resolves within 1 to 2 weeks. Component or full replacement from stock takes 2 to 4 weeks depending on availability at the supplier warehouse. Replacement of a made-to-order piece takes 8 to 12 weeks because the piece must be produced from scratch by the atelier.

Free exchange for a wrong-item claim depends on the availability of the correct SKU. If the correct item is in stock, it typically ships within 2 to 4 weeks. If the correct item is made-to-order, the same 8 to 12 week production lead time applies.

Reimbursement for an authorised on-site repair is processed within 5 to 14 business days from when we receive the paid invoice from the certified professional.

What can invalidate an RMA claim

Certain actions can invalidate a claim. The most common are listed below. All of them can be avoided with the delivery day inspection checklist.

Signing the delivery slip as accepted in good condition If the slip is signed as accepted without reservation and damage is visible, the carrier will reject the insurance claim. Always sign with reservation if there is any concern about condition, and note the specific issue on the slip.
Reporting later than 48 hours after delivery The carrier insurance window closes at 48 hours. Reports after this window are still reviewed by us and the supplier, but transport damage claims lose insurance coverage, which affects what we can offer at no cost to you.
Discarding the original packaging before the claim is resolved Keep all boxes, protective material, foam inserts, and mounting kit until the RMA is fully closed. If a replacement is needed and shipped, the return of the damaged piece needs the original packaging for safe transit.
Attempting self-repair before receiving authorisation Any modification, repair, or component swap done before the RMA is authorised can invalidate the manufacturer warranty. Contact us first and we confirm what is authorised for you to do on-site with reimbursement.
Damage caused after delivery (post-installation) Damage that occurred after acceptance (dropped during installation, mishandled during moving, contact with liquids or heat sources, misuse) is not covered by RMA. Products remain under manufacturer warranty for defects that manifest during normal use.

None of these situations mean we walk away. Even in edge cases, we work with the supplier to find a fair outcome. But the coverage and speed of the resolution depend on how the claim was reported.

Need help with a claim?

Our team is available to help you classify the claim, prepare the evidence, and resolve the situation as quickly as possible. Send us your order number and delivery day photos, and we come back with the next steps.