Warranties & Claims
Villa Maison Quality
At Villa Maison we supply Vintage goods (Brocante or Collection Privé), Third party goods such as Prints and also design and develop our own collections. We work with local craftsmen worldwide who hand produce our products to exacting standards. We visit our craftsmen regularly to further develop collections and to make sure our strict standards are being met.
At Villa Maison we stand behind our new products and we offer several guarantees. These guarantees are given based on the knowledge that the product is being used for the purpose for which it has been designed, and with the knowledge that the product has not been misused or incorrectly used in any way. Our guarantees are also given under the disclaimer that slight imperfections in paint and finish will not be covered as these form part of the product and only enhance the character and design.
Additionally, due to our manufacturing process, different batches of products may be slightly different in texture or colourway. Customers buying multiple products in a single order will however receive products from the same manufacturing batch. We cannot guarantee that the product colour matches the colour on your monitor, as all monitors are set differently. Many of our collections are made from aged recycled material and some exclusions apply including small holes, (from nails) small imperfections and discolorations in the timber as well as small amounts of surface checking (cracking). Other larger imperfections in recycled timbers are reworked (larger holes are patched with timber plugs). These imperfections make each piece unique and give it the charm and character only found with the use of recycled and reclaimed timber.
Our Warranties
Items in the Collection Privé collection are vintage, one off and original and we are unable to offer a warranty.
We will not offer a refund if you change your mind. However please contact us and discuss your circumstances, as we may be able to provide a credit or alternate product. Delivery cost for this exchange would be at the customers expense.
- Damage caused by incorrect assembly, storage, incorrect use of the product or use of incorrect cleaning products.
- Normal wear and tear, including stains caused by impact or accidents.
- Rips, wearing, pilling, creasing or fading upholstery.
- Fading or discoloration caused by excessive exposure to direct sunlight.
- If any item has been moved from the original purchaser’s address the warranty will be considered cancelled.
This warranty will be nil and void if products are not used for the purpose they were designed for. In order to process a warranty claim, customers must advise Villa Maison in writing within the time frames stated above.
To facilitate a faster response, providing an invoice number and / or the name of the person who purchased the goods will allow us to verify the purchase date.
Villa Maison will process this claim within 10 business working days and offers one of the following alternatives:
- Arrange to have the product repaired
- Provide a full replacement at the cost of Villa Maison
Our goal is to ensure our customers are completely satisfied with us, from the first interaction with our company, to the delivery and long term enjoyment of our products. We understand however that at times products may become damaged in transport and arrive at your home in a less than perfect condition. Villa Maison does use reputable 3rd party freight suppliers. However in the rare instance of goods arriving damaged, we will respond quickly, with respect and with the sole purpose of fixing the damage.
As per our terms and conditions, it is incumbent on the customer to carefully check each product on delivery. In case of damage, customer needs to advise Villa Maison in writing within 24 hours of receipt of the goods, or email sales@villamaison.com stating the invoice number, product details and a brief explanation of the issue. Providing images of the product will assist us in processing your claim.
Villa Maison will process this claim within 7 business working days and will offer one of the following alternatives:
- Arrange to have the product repaired
- Offer a credit note
- Provide a full replacement at the cost of Villa Maison