Refund Policy

Last updated: August 22, 2026. Because VAEN furniture is made to order, return eligibility depends on whether the item is a standard collection configuration or a custom/bespoke order. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.

Standard collection items

Where eligible, a standard collection item may be requested for return within 14 days of delivery. To qualify, the item must be unused, undamaged, unmodified and returned with all original protective packaging and components.

A return must be authorized by VAEN before it is shipped. Do not send furniture back without written return instructions.

Custom and bespoke orders

Custom dimensions, bespoke specifications, special finishes, personalized configurations and other made-to-spec orders are generally not eligible for change-of-mind returns once production has begun. This does not affect remedies available for defective, damaged or incorrectly supplied goods under applicable law.

Finish samples

Finish samples are generally final sale unless they arrive damaged, defective or materially different from what was ordered.

Return shipping

For an approved change-of-mind return, the customer is responsible for suitable return packaging, freight arrangements and return shipping costs unless VAEN agrees otherwise in writing. Original shipping or delivery charges are generally non-refundable.

If an eligible item arrived damaged, defective or incorrect, contact us before arranging any return. We will review the issue and advise on the appropriate resolution and logistics.

Damage, defects or incorrect items

Inspect your order as soon as possible after delivery. If there is transit damage, a defect or an incorrect item, contact support@vaen.ca promptly with your order number and clear photos. For transit damage, we recommend reporting the issue within 48 hours so carrier and insurance documentation can be preserved.

Refunds

Approved returns are inspected after they are received. If the return meets the conditions of this policy, the eligible refund will be issued to the original payment method. Your financial institution may require additional time to post the credit after we process it.

We may deduct amounts for missing components, damage, inadequate packaging or loss in value caused by handling beyond what is reasonably necessary to inspect an item, where permitted by law.

Order changes and cancellations

If you need to change or cancel an order, contact us immediately. Because material preparation and production may begin soon after an order is confirmed, we cannot guarantee that a cancellation or configuration change will be possible once production has started. Approved changes may affect price and lead time.

How to request a return

Email support@vaen.ca with your order number, the email used at checkout, the reason for the request and photographs where relevant. If the return is approved, we will provide the next steps.