99.9% of things go smoothly but the following terms of sale will help with any confusion, please read the terms very carefully before making your purchase.
1.0 Seven Day Money Back Policy & Returns Policy
1.1 We provide a no hassle 7 day return policy whereby customers can simply return unwanted items for a refund there will be a 20% restocking fee to cover the original shipping. The return shipping fee is the responsibility of the customer as is any insurance on the returned item(s), we are happy to provide return shipping labels on request but we will charge the actual cost of shipping rather than the subsidized ones offered throughout our site (quotes are available via our customer service team). Not available to customers residing outside the USA. Seconds/Ex-display items are not covered by warranty but can be returned, at the customer's expense, under the 7 day Money Back Policy .Use of our returns service is not mandatory and customers are welcome to arrange their own shipping on returned items.
1.2 Packaging of the returned item is the responsibility of the customer, items must be received in brand new condition and fit for resale and the original packaging intact. With most chairs the packaging we use is more than adequate and many parts can be reused when returning. Some of our products are fragile or damageable and great care is taken when packaging the items before we send them to our customers, therefore returns will need to be packaged just as carefully to avoid being damaged during transit back to us, we DO NOT take responsibility for damages incurred when items are returned to us. Partial or no credit/refund may be given for any returns that are damaged due to careless/improper packaging.
2.0 Pre-orders of deposit and out of stock items
2.1 We take a $50 deposit for pre-orders on items not in stock, bespoke and special orders. A deposit is exactly that, a deposit and it is non-refundable if you decide cancel the order. Deposits are only ever refunded in the following circumstances:
(Pre-order, out of stock items) If we cannot provide the item ordered or whereby it takes longer than the advertised waiting period by more than 6 weeks (14 in total)
(Bespoke & Made For You Items) If we can’t provide the item ordered or if the order takes longer than the advertised waiting period by more than 8 weeks. (16 in total)
2.2 Important - when your pre-order, out of stock, bespoke item arrives we will make contact you to inform you of its arrival. The outstanding balance must then be paid within 35 days (5 weeks) of the arrival date, otherwise the deposit will be held and the item released for re-sale. If you have a valid reason for extension and you inform us then an agreement can be made. With agreement however after 6 weeks of holding we will charge storage of your item at $10 per pallet per week 9 (+sales tax in CA). If you have ordered a group of items and have opted to have currently instock items delivered, there will be an extra delivery charge applicable for out of stock items.
2.3 Please be aware that pre-orders, out of stock and bespoke items ordered in December and January can take longer than the advertised period due to our factory being closed from the 18th of January to the 10th of February due to the festive period in the country of origin. The week count of items ordered during that time will only begin once the item order has been placed with the factory.
2.4 Pre-ordered and bespoke items are covered with the same 12 month warranty however are not covered by the 7 day return policy as they have been made/purchased especially. It is a customer's responsibility therefore to view an item or order samples in advance to ensure suitability.
3.0 Advertised Lead Times
3.1 Many out of stock and bespoke items advertise a lead time of 8 to 10 weeks. It is important to understand the processes involved with these orders. The lead time is based on an average and there are things that can slow this down including the following:
3.1.1 Shipping - The shipping from our factory takes 4/5 weeks of the lead time alone. We order in bulk quantities only and shipping is by sea container. Shipping can be affected by loading delays, weather conditions, port arrival and customs etc. All of which are directly out of our control.
3.1.2 Production - Sometimes the production times can be slightly slower than normal and may be because of the availability of raw materials, public holidays etc.
3.1.3 Date Of Order - We order once a month from each factory therefore the date at which you order makes a difference to the length of time an order may take.
We try our best to keep customers informed of the progress but please note it is not always possible. We advise periodic checks to review the status of your order. As part of the terms on pre-order deposits we allow a total of 6 weeks (14 in total) in order to try to deliver and should it be delayed any further customers are free to cancel and receive a full refund.
4.1 All Items are covered by a Manufacturer’s Warranty that lasts for 12 months.
4.2 Only manufacturing defects are warranted. We do not cover any damages, chips, tears, marks etc. caused by the customer either through use or installation of the product.
4.3 It is important to note that items with swivel mechanisms can sometimes be treated with contempt by minors! Damage to items that have been caused by 'spinning' very fast on swivel mechanisms is not covered, only manufacturing defect. We advise careful instruction and observation of minors.
4.4 We are obliged to offer a replacement or repair on Warranted items.
4.4 Due to distance selling we always request digital images in order to process and assess any resulting warranty issue.
4.5 In the event of a problem we are obliged the opportunity to correct it and we do not charge shipping or delivery costs for replacements or repairs (within 14 days) unless a) the customer is using the 7 day money back policy and returning unwanted items b) returning items without giving the opportunity of correcting reported problems or c) the customer is reporting a fault on delivery but has signed as perfect with the courier. Outside of 14 days and the items are on a return to base warranty to be repaired or replaced.
4.6 Please note that in the process of manufacturing acrylic and fiberglass products it is not uncommon for there to be small imperfections. This is not constituted as damage due to the nature of the material as long as they do not represent a significant size by which will then deem the item as faulty.
4.7 Always check that the measurements of hallways and doorways are able to fit the products you have ordered. If you miscalculate this then we are not responsible and the goods must be returned under the 7 day ruling therefore costing the customer shipping charges both ways.
4.8 We do not take any responsibility for customers own fixings. For example a Bubble chair that hangs from a customer’s own ceiling fixing.
4.9 We do not take accountability for damage caused by the customer. Clearly marks, scratches and chips that are not on the product when it arrives are the customer’s responsibility. Likewise Damage that was not present when boxed at the warehouse and the product signed for on delivery is the responsibility of the customer.
4.10 Pre-ordered and bespoke items are covered with the same 12 month warranty however are not covered by the 7 day ruling of return as they have been made especially. It is a customer's responsibility therefore to view an item or order samples in advance to ensure suitability.
4.11 Due to the logistics involved, reported problems from countries outside of the USA will be dealt with financial re-imbursement. We do not collect and return items from outside the USA. We either a) send replacement parts or b) pay compensation/refund amount for items damaged or missing.
4.12 Warranty is void in all cases whereby any item has been modified from its original condition.
4.13 Items sold as seconds/ex-display carry no warranty. It is the responsibility of the customer to ensure they are fully aware of the condition of an item before purchase.
5.1 Important - In the case of larger items we always try to recommend that 2 people are present to receive delivery. Our courier will call in most cases to arrange convenient delivery (pallets). A convenient delivery constitutes whereby the courier delivers to an adequate and accessible address, where the necessary help is on hand to move the items. Please note that although many of the drivers are very helpful, their contract is to get the items to your home, not inside it. If you have ordered numerous or large items and they arrive by pallet, the driver is only liable for curb side delivery. Other delivery service options are available through the site at an additional cost.
5.2 It is important you check the goods on arrival wherever possible. Couriers will not entertain a claim for their damage if the delivery sheet is signed as ok. If a courier does not give you time to check your goods please sign the sheet as UNCHECKED. At the very least any transport damage must be reported within 7 days but the chances of a successful claim are diminished. Please note that this refers to courier/transport damage and does not affect any warranty issue and/or component fault.
5.3 Important - If you reside outside of the USA there may be an import tax payable by the customer to the local government. Please be aware we do not take any responsibility for these costs and they are NOT included in shipping, it is tax levied by local government and we do not know what these charges may be.
5.4 Notification of Damaged Goods in Transit Must Be made within 48 hours of receipt.
5.5 Refusal of a correct delivery is still charged. Likewise if this delivery is then returned to us by the carrier the charges for this are also the responsibility of the customer and we will deduct from the cost of any monies owed for the cancelation of the order. Be aware that we will charge the full amount of the return and not to subsidized cost you pay on our site.
5.6 With Palletized and large item deliveries it is very important you do not miss the scheduled or Saturday delivery because re-delivery is chargeable at the same original rate. Also, if a change of address is required and we're not informed before delivery date, any fees incurred to us by the carrier will be passed directly to the customer - These will be the ACTUAL FEES and not the ususal subsidised fees available on our site, these are often expensive so please check delivery addresses carefully.
5.7 Please be mindful that Vertigo Interiors USA cannot be held accountable for local laws in regards to imports. Items sent within the USA are fine but please contact your local customs or consult legal advice if you reside outside of the USA to be fully averse to local conditions.
5.8 Delivery by freight on larger items is ususally sheduled, a time window of between 2-4 hours is usually given and the table will be delivered Monday through Friday between 9am and 5pm. If delivery is required at a more convenient time or after 5pm then extra charges may be incurred, these will be charged by us for the carrier.
5.9 If the customer is fortunate to reside in a location that is difficult for larger vehicles to enter, especially in regards to orders shipped by freight, it is the responsibility of the customer to let us know beforehand so that we can check that our carriers can service your address. Failure to do this may result in extra charges being passed along to the customer or in the event that an item is undeliverable both the full return shipping address and the 20% may be deducted from any refund to cover our costs.
5.10 If a package is undeliverable after multiple attempts to deliver a package by the carrier and the customer has not contacted either ourselves or the carrier direct resulting in the package being returned to us, you will be liable for the return shipping costs to us. If at this point the customer decides to cancel the 20% restocking fee will also apply. If the package needs to be re-shipped again a 20% re-shipping fee will apply.
6.1 We reserve the right to withdraw, at any time, special offers, discount coupons and promotions.
6.2 Should a fault within the design of the website cause the web cart to be lower than the advertised sale and delivery price of the chosen products, we reserve the right to cancel and refund the transaction.
7.0 Purchase Terms Acceptance
7.1 by clicking on buy now, pre-order item now, ordering over the telephone or direct via PayPal you enter into agreement of our terms and conditions as given both above, please read them carefully.