Refund policy
Willies Vintage Refund & Return Policy
Effective as of Dec 27, 2025
Condition of Items
At Willies Vintage, we specialize in curated vintage furniture, each piece carrying its own character, history, and natural imperfections. These variations—such as patina, minor wear, or surface marks—are a testament to the authenticity of vintage items.
This also applies to restored pieces, as restoration is a meticulous process done by hand. While we strive to bring items back to their original condition, some imperfections may still be present due to the nature of the work and the history of each piece.
To ensure transparency, we provide detailed descriptions and images for every listing. Condition notes are included within each listing to highlight any notable characteristics or imperfections. We encourage all customers to carefully review all images and notes before making a purchase.
Returns & Cancellations
All Sales Are Final
Due to the unique nature of vintage and restored items, all sales are final. We do not accept returns, exchanges, or refunds unless an order qualifies under the conditions outlined in the Wrong Item Received or Damaged Items & Claims sections.
We strongly encourage customers to review all images, descriptions, and condition notes before completing a purchase. If you have any questions, please reach out to us prior to ordering.
Order Cancellations
A 30% restocking fee applies to any order canceled before shipment is released to cover processing and administrative costs.
Cancellations must be requested within 48 hours of purchase. Once an order has been processed for shipment, it cannot be canceled.
Refused Deliveries
If a shipment is refused at the time of delivery, Willies Vintage reserves the right to charge any associated costs, including but not limited to:
- Return shipping fees
- Any additional handling or storage fees incurred due to the refusal
- Restocking fees and/or fees for rescheduling delivery attempts
Refusing a delivery does not exempt the buyer from these charges. Any applicable fees will be deducted from any potential refund, if eligible.
When Can a Delivery Be Refused?
A delivery may only be refused at the time of delivery if the item falls under one of the following categories:
- Wrong Item Received – The item does not match the product ordered.
- Damaged Items & Claims – The item has significant damage beyond normal vintage wear.
The refusal must be documented at the time of delivery, including clear photographic evidence, and must be reported to support@williesvintage.com immediately.
Refusal of Delivery for Any Other Reason
If an item is in good standing (meaning it matches the order and is not significantly damaged) and the buyer refuses delivery, no refund will be issued.
Customer Responsibility
Customers are responsible for:
- Providing an accurate shipping address at checkout
- Ensuring someone is available to accept the delivery at the scheduled time
- Handling any re-delivery costs if the initial delivery is unsuccessful due to an incorrect address or unavailability
Failure to accept a delivery for reasons outside of the Wrong Item Received or Damaged Items & Claims policies will result in no refund and may incur additional fees.
Wrong Item Received
If you receive an item that differs from what you ordered, you must document the issue at the time of delivery and report it to support@williesvintage.com immediately.
How to Report a Wrong Item
To report a wrong item, you must immediately document the issue at the time of delivery, including:
- 1. Clear photographic evidence showing the incorrect item and any packaging details
- 2. A copy of your order confirmation
- 3. Additional photos of the received item, highlighting identifying details
- 4. Email support@williesvintage.com with all required documentation.
Claim Review & Investigation
- Willies Vintage will conduct an investigation to determine whether the incorrect item was shipped.
- All investigations and final determinations regarding incorrect shipments are at Willies Vintage’s sole discretion and are considered final.
- If the claim is approved, Willies Vintage will provide return instructions for the incorrect item and arrange for the correct item to be shipped, if available at the time of contact.
Failure to Report at the Time of Delivery
- If you fail to report the issue immediately upon delivery, Willies Vintage reserves the right to deny the claim.
- Any additional shipping or handling fees that arise from a delayed report will be the customer’s responsibility.
Damaged Items & Claims
If your item arrives damaged, you must document the issue at the time of delivery and report it to support@williesvintage.com immediately.
How to Report a Damaged Item
To report a damaged item, you must immediately document the issue at the time of delivery, including:
- At least four clear photos of the damaged item, including packaging if applicable
- Two clear videos showing the damage from various angles
- A copy of your order confirmation
- Email support@williesvintage.com with all required documentation as soon as possible.
Failure to report the damage immediately may result in additional shipping fees, which will be the customer's responsibility.
What Qualifies as Damage?
An item is considered damaged if:
- It arrives with visible structural or functional impairment that prevents its intended use
- The damage was not present in the original listing photos or description
- The item is visibly or cosmetically intolerable, affecting its usability or aesthetic integrity
What Does NOT Qualify as Damage?
The following do not qualify as damage and will not be eligible for claims:
- Natural variances in materials (wood grain, bubbles in glass, slight color differences)
- Appearance variations due to digital displays
- Failure to follow care guidelines
- Misuse, negligence, or unauthorized modifications
- Age-related wear characteristic of vintage pieces, including:
-
Patina or oxidation of metal surfaces
- Minor scratches, scuffs, or surface marks
- Small irregularities in color, texture, or finish
- Subtle imperfections in upholstery or hand-applied finishes
- Signs of prior use typical for vintage or pre-owned items
Failure to Report at the Time of Delivery
- If you fail to report the damage immediately upon delivery, Willies Vintage reserves the right to deny the claim.
- Any additional fees or costs associated with delayed reporting will be the customer’s responsibility.
Lost Products & Delivery Issues
Estimated delivery times are typically 4–6 weeks from the date of purchase, though in some cases, it may take up to 8 weeks. The official delivery date will be determined post-purchase and communicated once the shipment has been scheduled.
If your order has not arrived within this timeframe, please contact support@williesvintage.com immediately.
What Qualifies as a Lost Product?
A product may be considered lost if:
- The assigned shipper is unable to locate it or provide reliable insight into its status
What Does NOT Qualify as a Lost Product?
A product is not considered lost if:
- The package was stolen after confirmed delivery
- The incorrect shipping address or contact information was provided
- The item was misdelivered due to buyer-provided information
- The carrier is experiencing delays
Once an item is delivered, ownership transfers to the buyer, and Willies Vintage is not responsible for stolen items.
What to Do If Your Order Is Delayed or Missing
Before submitting a lost product claim, please:
- Verify your shipping address
- Confirm your delivery contact details
- Check for attempted delivery notices
- Look around the delivery location
- Check with neighbors or household members
Refund Processing Time
Once Willies Vintage has inspected returned items (or completed claim review) and determined that a refund is due, refunds will be initiated to the original payment method. Please allow 7–10 business days for processing.
You will be notified via email once your refund has been initiated. Questions may be directed to support@williesvintage.com.
Customer Responsibility for Returns
When a return is approved, Willies Vintage will typically cover return shipping costs. Customers must be available for pickup.
Any missed pickups or scheduling changes may result in additional fees, deducted from the refund.
Resolutions & Claims Process
All claims are reviewed thoroughly by Willies Vintage, and all determinations are final.
General Review Process
- Claims are reviewed within 5–10 business days
- Written notice will be provided via email
- Willies Vintage retains full discretion in all claim outcomes
Resolution for Wrong Item Received
- Incorrect item must be returned before the correct item ships
- If unavailable, a refund will be issued after inspection
Resolution for Damaged Items & Claims
- Partial refund, repair credit, or full refund may be offered
- Returns may be required prior to refund processing
Resolution for Lost Products & Delivery Issues
- Approved claims may result in repair, replacement, or refund
- One-of-a-kind items may not be replaceable
Final Notes
- Willies Vintage reserves the right to deny refunds that do not meet policy requirements
- All resolutions are final and at the sole discretion of Willies Vintage