At Vitra || Muuto Sales, we take pride in offering premium European designer furniture that meets the highest standards of quality and craftsmanship. However, we understand that sometimes a product may not meet your expectations. Our Returns & Exchanges policy is designed to make this process as seamless as possible while maintaining the elegance and efficiency that reflects our brand.

Our Policy

You may return or exchange most items within 15 days of receiving your order, provided they are in their original condition with all tags attached and packaging intact. Please note:

  • Original shipping charges are non-refundable
  • Return shipping costs are the customer’s responsibility
  • Custom-made or specially ordered items cannot be returned or exchanged

Non-Returnable Items

Due to hygiene reasons and product specifications, the following items from our collection cannot be returned or exchanged:

  • All Leather Sofas (2-Seater and 4-Seater)
  • Bedroom Armchairs with fabric upholstery
  • Any furniture that has been assembled or used

Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Vitra || Muuto Sales Team, I would like to request a [return/exchange] for my recent purchase: Order Number: [Insert] Item Name: [Insert product name from menu e.g., “3-Seater Sofa”] Reason for Return: [Please specify] Please advise on the next steps. Best regards, [Your Full Name] [Your Contact Number]

Step 2: Receive Authorization

Within 2 business days, our team will:

  • Verify your request against our policy
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return instructions

Step 3: Package and Ship

Carefully repackage the item in its original packaging with all protective materials. Include:

  • Original invoice copy
  • RMA number clearly visible on the outside of the package

Ship to our warehouse address:

Vitra || Muuto Sales Returns
6 St Mary’s Rd
Southampton, GB SO2B 8BH

Step 4: Processing

Once received, our quality team will inspect the item within 3-5 business days. You will receive email notification of:

  • Approval and processing of your refund/exchange
  • Or explanation if the return doesn’t meet our policy requirements

Refund Information

Approved refunds will be processed within 5 business days after we receive and inspect your return. Please note:

  • Credit Card/PayPal Payments: Refunds will be issued to your original payment method within 7-10 business days (processing times vary by financial institution)
  • Bank Transfers: May take up to 15 business days to reflect in your account

Note: For exchanges, we will ship your replacement item once the return is approved. Shipping times follow our standard delivery policy (10-25 days depending on method).

Damaged or Defective Items

If your designer furniture arrives damaged or defective:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damage/defect and packaging
  3. We will arrange for repair, replacement, or return at no additional cost to you

Premium Care for Premium Furniture

We recommend inspecting all items upon delivery, especially:

  • Leather Sofas: Check for consistent coloring and stitching
  • Dining Tables: Verify surface evenness and leg stability
  • Bookshelves & AV Units: Examine for structural integrity

Contact Us

For any questions about our Returns & Exchanges policy, please contact our customer service team:

Email: [email protected]
Phone: [Insert customer service number]
Hours: Monday-Friday, 9:00-17:00 GMT

At Vitra || Muuto Sales, we are committed to your complete satisfaction with our designer furniture collections. Our returns policy reflects the same attention to detail and quality that goes into every piece we offer.