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Last updated: 24th March 2025

We want everybody’s Vinterior experience to be seamless, so both buyers and sellers can fall in love with pre-loved. We designed our Terms of sale to treat everybody fairly.

However, sometimes things don’t go exactly to plan, and you may need to cancel or return an order.

To prevent this, we encourage you to check listings, photos and descriptions carefully before you buy. If you aren’t sure about a piece’s condition, size, provenance or shipping, just ask; click Contact seller to get in touch. Always contact your seller first if you have any queries, at any point in your purchase.

Our buyers receive the same protection when buying from all our sellers, both professional and verified.

Can I cancel an order?

There are many reasons why you might need to cancel an order, and you'll often be entitled to a refund. To cancel an order, click Create cancellation on the order page.

If you cancel your order before it has been dispatched, you will receive a full refund - including delivery costs. However, if your item has been shipped, delivery costs will not be included in your refund.

Please note: orders of bespoke, personalised or made-to-order pieces cannot be cancelled.

Can I return an order?

We understand that sometimes a piece isn’t the perfect fit. So if you no longer want your order, our returns process will ensure it finds a new home fast.

The Vinterior Guarantee included with your purchase entitles you to 14-day returns - allowing you to return any item within 14 days of the delivery date (except in specific circumstances, detailed below).

You can return your order if...

It isn't what you expected

If what arrives isn’t what you ordered, you can open a return. Just send us some photo evidence that the listing was inaccurate, misleading or misrepresented your purchased piece, and you’ll receive a refund.

You change your mind

If you don’t feel a piece is right for your space, you can return it. Once you request a change of mind return, you’ll be responsible for shipping the piece back to your seller as soon as possible. Delivery costs are non-refundable.

It's damaged in transit

In the rare event that an item arrives damaged or defective, you have a full 30 days from the date of delivery to return it for a full refund.

If your purchase arrives broken, always let us know. If Proovia delivered the piece, we can raise an insurance claim on the seller’s behalf. Or, the seller can raise a claim with their chosen courier.

What can't I return?

Just as there are some orders you can’t cancel, there are some you cant return, too. Personalised, bespoke or made-to-order pieces are non-returnable, and non-refundable. Sellers may also reject your return if the item has been altered in any way.

Please note: pieces on our site are pre-loved, not new. They may show some wear and tear; this is not sufficient grounds for a refund, unless the seller has misrepresented the item’s condition.

Lastly, neither Vinterior nor our sellers are liable for any damages or loss sustained in transit via third parties.

I'm eligible for a return. Now what?

To initiate a return, log into your Vinterior account, then go to the relevant order page and click Create a return. In the return request, be sure to include all the details: the reason for your return, an in-depth description, and photos of any issues or damage.

How will I receive my refund?

Once the seller confirms they’ve received the item (in the same condition it was sent), we will send your refund to your original payment method.

All items are inspected on return. If the seller receives the return with damage they don’t recognise, we will not be able to process your refund and the seller may need to send the piece back to you. You will be required to cover these delivery costs.