Here at Vienna Imports, we want you to be confident in knowing that we’ll partner with you to get you the perfect product for your needs.
If you need any assistance, please view our guidelines below:
- You have a 30 day money back guarantee through Vienna Imports.
- Generally you may cancel your order up until the moment that it’s shipped.
If we deem the item to be defective, we will issue you a prepaid label, otherwise return shipping is the buyer’s responsibility.
Defective or broken items must be reported within 5 business days.
- We don’t charge restocking fees for items in exact original condition; for opened items, there is a 20% restocking fee unless item is deemed defective.
- Items must be returned to our PO BOX via USPS mail. We do not accept UPS for FEDEX on return packages.
All products require a Return of Merchandise Number (RMA #) prior to being returned. Please contact us to initiate a return. All returns must be postmarked no later than 30 days (see Gift Purchase Exceptions below) from the delivery date. In the event of a back-order, we allow 30 days from the receipt of merchandise.
FOR DEFECTIVE OR DAMAGED ITEMS: Unless otherwise noted, all of Vienna Imports items are sold new-in-box, never refurbished or used. As such, Vienna Imports guarantees that your merchandise will arrive in brand-new, working condition. In the event that damage should occur during shipping, or that a product should arrive with defects from the manufacturer, we will setup a return/replacement or a return/refund for you, depending on customer preference and our current stock availability.
For defective items, if the item is found to be faulty, please contact customer service within the first 15 days by contacting firstname.lastname@example.org to report the defect and we will send you a prepaid shipping label to cover the cost of return shipping.
For items damaged in shipping, you must notify us within 3 days (in order to fulfill your claim, we must file a damage claim with the carrier within the first 7 days or they will refuse it). We will then work with you and process a return/replacement or return/refund depending on customer’s preference and our current stock availability.
FOR UNDAMAGED AND NON-DEFECTIVE ITEMS: Email us within 30 days of delivery and and we will issue you an RMA or acceptance notification. Buyer pays return shipping in this case. We do not charge restocking fees for unopened items. For opened items, there will be a 20% restocking fee.
We do not accept returns for items damaged in your possession.
Please allow up to 7 days for return processing and credit issuance.
- Shipping Note: For your protection, we recommend that you use a traceable method of shipment that can provide you with delivery confirmation. We also recommend that the item be shipped insured. Vienna Imports is not responsible for lost or damaged returns.
Orders may generally be canceled up until they are in shipping or have shipped.
Once your order has shipped, you will be subject to the terms of the Return Policy listed above.
There may be certain cases in where we cannot accept an order cancellation, such as if the order is in advanced stages of processing.