Refund policy

Returns, Damage & Order Support

How to request help

If an item arrives damaged, faulty, incorrect or incomplete, please email vtluckyhome@gmail.com as soon as you notice the issue. Include your order number, a description of the issue and clear photos of the item, packaging and shipping label. Keep the packaging while the issue is being reviewed.

Before sending an item back

Please contact us first so we can confirm the appropriate return address and return arrangements for your case. Do not send a return to an address on the parcel label without checking with us. We will explain the next steps and any applicable return shipping arrangements before you send the item.

Assessment and resolution

We review each request based on the issue, product condition and order details. We will discuss the appropriate resolution, such as replacement, return or refund, with you. For a change-of-mind or exchange request, contact us before returning the item to check availability and arrangements.

Refunds

If a refund is approved, we will confirm the amount and refund method with you. The time for funds to appear depends on the payment provider or bank.

Order changes and cancellations

Email us promptly if you need to change or cancel an order. Please include the order number. Availability of a change or cancellation depends on the current order and dispatch status.

Natural and handmade products

Natural grain, colour and handmade variations may occur as described on the product page. If you believe an item is damaged, faulty or materially different from its description, please contact us for assessment. This policy does not limit any rights available under applicable consumer law.