Our policy in brief
- We accept returns for manufacturing defects or damage caused before risk passed to you.
- Custom, OEM/ODM and project-specific products are non-returnable except for defects.
- Claims must be reported within 7 days of delivery with photos or video.
- Where possible we resolve issues with replacement parts rather than returning bulky furniture.
Damaged or defective goods
Please inspect the shipment on arrival and note any visible damage on the delivery receipt. Report damage or shortage within 7 days of delivery to vip@vip-office.cn with your order number, photos of the packaging and the affected parts. We will arrange replacement parts, a repair solution or a replacement, depending on the case. Freight for validated defect claims is on us.
Samples
Samples may be returned within 14 days of delivery if unused and in original packaging, subject to a 15% restocking fee; return freight is paid by the buyer. Sample fees are credited against orders of 50 pieces or more for the same model.
Standard (non-custom) products
Unused standard products may be returned within 30 days of delivery with prior written approval, subject to a 15–25% restocking fee and return freight at the buyer’s cost. Products must be in original packaging and in resalable condition.
Custom and project orders
Custom finishes, fabrics, dimensions, branding and project-specific items are produced to order and cannot be returned or cancelled once production has started, except for defects.
Refunds
Approved refunds are issued to the original payment method within 10 business days of inspection and approval. Bank charges and currency-conversion differences are not refundable.
Warranty claims
Warranty covers manufacturing defects under normal commercial use: typically 8 years structural, 5 years mechanism and 2 years gas lift for seating. Consumables, fair wear and tear, misuse and unauthorised modification are excluded. Claims follow the same reporting process as damage claims.
Contact
Returns & warranty: vip@vip-office.cn · WhatsApp +86 138 0961 8579
Dongguan Guanzhi Furniture Co., Ltd., No. 832 Liaobu Section, Guanzhang Road, Liaobu Town, Dongguan, Guangdong 523400, China
Last updated: 29 October 2026