Return eligibility

To qualify for a return, your item must meet the following requirements:

• The return request is made within 30 days of delivery.
• The item is unused, undamaged, and in its original condition.
• The item includes original packaging, accessories, manuals, and included parts when applicable.
• The return is approved by customer service before the item is sent back.
• The return is sent according to the instructions provided by our support team.

Non-returnable items

Some items may not be eligible for return. Non-returnable items may include:

• Items returned after the 30-day return window.
• Items that have been used, altered, washed, damaged, or are not in original condition.
• Items missing original packaging, accessories, parts, or included materials.
• Items marked as final sale, if applicable.
• Items sent back without contacting customer service first.

How to start a return

Please contact our customer service team before sending any item back. Do not send returns to a fixed address without instructions from us.

• Email [email protected].
• Include your full name, order number, and the email address used at checkout.
• Tell us which item you would like to return and the reason for the return.
• Attach photos if the item arrived damaged, incorrect, or has a product issue.
• Wait for our customer service team to provide the correct return instructions and return details.

If a return address is needed, please contact our customer service team at [email protected] to receive the correct return instructions and return details.

Return shipping cost

Villeroy & Boch offers 30 Days Free Returns for eligible items. Return shipping costs are covered only when the return has been approved by customer service and the customer follows the return instructions provided.

If an item is sent back without approval, to the wrong location, or outside the provided instructions, the return may not be accepted.

Refund process

Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. Approved refunds are processed within 3–15 days after the returned item is received and inspected.

Refunds are issued to the original payment method when possible. If your return is not approved after inspection, our customer service team will contact you with more information.

Exchanges

If you would like to exchange an item, please contact us at [email protected] before sending anything back. Our team will review your request and provide the next steps based on item eligibility and availability.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at [email protected]. Include your order number, a description of the issue, and clear photos of the item and packaging so we can review your request.

Final sale items

If an item is clearly marked final sale, it is not eligible for return or exchange unless required by applicable law or approved by our customer service team. Please review product details carefully before placing your order.