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Returns

This section sets forth the Terms and Conditions of sale for vielleandfrances.com, ( “Web Site”). By completing a purchase with us you agree to follow these Terms and Conditions and to be bound by them. Vielle and Frances carry many products from different vendors on our Web Site. In some cases, merchandise displayed for sale on our Web Site may occasionally be out of stock or may be discontinued without notice. All prices and services featured on our Web Site are quoted in U.S. Dollars, are valid and effective only in the continental U.S. Every effort has been made to ensure the accuracy of prices, item numbers, availability and dimensions, however, we cannot be responsible for typographical errors. We reserve the right to correct any errors or omissions. Please review our Pricing Policy.


RETURN POLICY

 

RETURNS & EXCHANGES

We do not accept returns or exchanges on furniture, rugs or any accessories after 3 days of receipt. There are no returns, cancellations or exchanges on any and all custom made items, custom upholstery, clearance items, floor/showroom samples, items purchased on sale, items purchased using a discount code, coupon code, free shipping code, reduced shipping promotion or code, closeouts or discontinued items. Personalized and monogrammed orders cannot be cancelled or returned. Merchandise returned within 3 days of receipt will incur a 35% restocking fee and the customer will be responsible for all freight on returns. There are no refunds on shipping and handling charges. To initiate a return, exchange or file a claim please fill out the Returns Form

Items purchased at any of our retail locations must be returned at the retail store.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS POLICY

If a furniture/non-furniture item is damaged or defective, we will replace the damaged/defective part and in some cases, may replace the entire item. All damaged, incorrect merchandise or incorrect quantities must be inspected by a customer service representative within 24 hours of receipt in order for the claim to be valid. Photographs must be taken of the damage and/or incorrect item and uploaded to the Returns, Exchanges and Damage Form. Damage claims may take up to 90 days to investigate. Upon approval, Vielle + Frances will issue a return authorization number (RA) and our return address. Please do not return item to the original address the item was shipped from. Please make sure to inspect all furniture upon receipt & after assembly. Vielle + Frances and our White Glove service provider cannot be held liable for missing boxes (pieces) or any damage to the product after a shipment has been signed for as complete or damage free.

Color Disclaimer : Despite every effort to accurately duplicate each product's color when scanned to our website, actual colors may vary. Due to monitor and/or video card differences, subtle variations in color and surface texture may not be fully revealed. Again, some items are are custom products
and cannot be returned. Therefore you need to be certain that any slight variations occurring between the actual color, and the representation on our website, will be acceptable.

ORDER CANCELLATION POLICY

We cannot accept order cancellations on any custom made product, closeout, clearance, discontinued or items purchased on sale. All sales on such items are final. For all other items, we will accept a cancellation for full refund within 24 hours from the day and time you placed an order. Request for cancellation of orders must be done online by filling out the ORDER CANCELLATION FORM within 24 hours of receipt of original order to avoid a 35% cancellation fee. If you cancel an order after 24 hours you will be charge a 35% cancellation fee. If an order has been shipped you will be charged a 35% restocking fee and the freight charges to and from Vielle and Frances warehouse. These cancellation fees can not be waived.

If your item is on back order you will be required to cancel your order within 24 hours of notification of the back ordered item or within the time frame given upon notification.

REFUNDS & CREDITS

All credit card purchases will be refunded back to the original credit card that merchandise was purchased on. Refunds take 14-30 business days to show up on the credit card. In the event there is no receipt showing credit card used or credit card is not available, Vielle + Frances will issue a store credit in the form of a Gift Card.  There are no refunds on shipping and handling charges. Only the price of the product will be refunded less 35% restocking fee and or 35% cancellation fee.

CHARGEBACK POLICY

Customers who perform chargebacks will be reported to all major credit bureaus as a delinquent collection account. The charge that will appear on your credit card statement will be "VIELLE AND FRANCES, INC". If you place a chargeback with your credit card company (on purpose or by mistake) for any order that you placed and received, there will be a $275.00 research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.

Vielle and Frances, Inc. does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee down time and loss of revenues.

Vielle and Frances, Inc. considers credit card charge backs to be fraud if you have made no reasonable effort to work with us to resolve any problems with your purchase. All frivolous chargebacks not only cost our employees time away from our usual and customary matters of conducting normal business, but cost us money, therefore:

You agree that if you, the buyer, choose to do business with Vielle and Frances, Inc., and you file a charge back with your credit card company, and you do not win the charge back argument, you agree to pay us $275 for our time responding to the matter. You, the buyer authorize us to charge this amount to your credit card. If this charge is rejected, Vielle and Frances, Inc. will pursue legal action to recoup losses for our time associated with responding to the charge back in addition to any other fees explained above. You agree to reimburse us or any representative we may appoint for any legal expenses your actions may make us incur. We take fraud seriously. If any provision of this Agreement is deemed illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect. The waiver of a breach hereunder does not waive any other or subsequent breach.

In the event that you win the charge back with your credit card company, and have not returned our goods, Vielle and Frances, Inc. will attempt to recover fraudulently disputed charges plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the next seven (7) years. At this point, we will no longer accept a return of the merchandise as settlement for the debt and will only accept payment in full. In addition to this, Vielle and Frances, Inc. will file a report with your local police or sheriff’s department, and file a mail fraud complaint with the United States Postal Inspection Service.

Note: The customer must attempt to return any and all merchandise to Vielle and Frances, Inc. before attempting a chargeback.

Stolen Credit Card Purchases

We log IP strings on all orders - any orders coming back as a chargeback due to fraudulent activities will be diligently pursued through your local jurisdiction for prosecution to the fullest extent of the law

FRAUDULENT ORDERS

Conviction on Credit Card Fraud Carries Penalties of 10 Years Imprisonment and/or a $10,000 Fine

U.S.C. Title 18, Section 3056, Subsection (b), specifically authorizes the United States Secret Service to detect and arrest any person who violates federal criminal laws relating to credit card fraud and related activity in connection with computers and/or access devices.

We are committed to the prevention and prosecution of online credit card fraud. Some of our prevention measures may include:

  •     Reporting all fraudulent and charge back purchases to the Secret Service.
  •     Contacting law enforcement officials in your state
  •     Issuing a summons through our attorney to your ISP.
  •     Cardholder address and telephone number verification
  •     IP number tracking and verification
  •     Telephone contact with the cardholder
  •     Verification of a valid, commercial e-mail address
  •     Requirement of signed authorizations
  •     Examination of all orders for fraud indicators
  •     Other unpublished actions as deemed necessary
  •     If you make a charge and then refuse or enact a charge-back, we will pursue you.

We regret that, in some cases, these measures may result in inconvenience to legitimate customers.

Vielle + Frances reserves the right to make changes to this policy at any time without notice to the customer. By placing an order with Vielle + Frances you agree to the terms and conditions of this policy. 

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