Refund policy

 At Viego Co., we are committed to providing a transparent and reliable shopping experience. This policy outlines your rights, return eligibility, how refunds are handled, and the warranty that covers your purchase.

1. 30-Day Money-Back Guarantee (Change of Mind Returns)

You have 30 days from the date of delivery to request a return, without providing a reason.

To exercise this right, notify us within this 30-day period by contacting info@viegoco.com. Once your request is received, we will provide return instructions.

After notifying us of your return, you must send the item back within 14 days.

2. Return Conditions

To be eligible for a return:

  • Items must be unused and in original condition
  • Items must be returned in original packaging
  • All accessories, components, fittings and hardware must be included
  • Proof of purchase (order number or confirmation email) is required

You are welcome to inspect and handle an item as you would in a shop. If items are returned showing use beyond that — installation marks, scratches, missing hardware — we may reduce the refund to reflect the loss in value, in accordance with applicable consumer laws.

3. How to Request a Return or Refund

To initiate a return or refund request, contact us and include:

  • Your order number
  • Reason for return (optional, but helpful for improving our products and service)
  • Photos or videos, if applicable

Returns must be initiated by contacting us first so we can provide the correct return address and instructions. This ensures your return is processed correctly and without delay. Once approved, you will receive instructions on how to proceed.

4. Wrong Product Received

If you receive an incorrect item:

  • Contact us as soon as possible after delivery (ideally within 7 days)
  • Provide your order details and photos

We will arrange a replacement or a full refund, at no additional cost to you, including return shipping.

5. Damaged in Transit

If your item arrives damaged:

  • Contact us as soon as possible after delivery (ideally within 7 days)
  • Provide clear photos of the damage and of the outer packaging

Once verified, we will offer a replacement or a full refund. Return shipping is at our cost.

6. Faulty Item (Manufacturing Defect)

If your product has a manufacturing defect:

  • Contact us with details and supporting evidence
  • We will assess the issue and provide a replacement or a refund, in accordance with applicable consumer laws and the warranty set out in Section 10

Return shipping for confirmed defects is at our cost.

7. Item Never Arrived

If your order has not arrived within the maximum delivery timeframe outlined in our Shipping Policy, contact us at info@viegoco.com.

We will:

  • Investigate with the carrier
  • Provide a resolution, including replacement or refund where applicable
  • Offer a full refund or replacement if the package is confirmed lost

8. Return Shipping Costs

Customers are responsible for return shipping costs on change-of-mind returns.

Return shipping is free and arranged by us where:

  • The item is defective
  • The item is damaged in transit
  • The wrong item was received
  • The item is covered by a valid warranty claim under Section 10

For change-of-mind returns we recommend a trackable service, as we cannot be responsible for returns lost in transit.

9. Refund Processing

Once your return is received and inspected, we will notify you of the outcome. If approved:

  • Refunds are issued to the original payment method used at checkout
  • Refunds are issued within 10 business days of approval
  • You will receive a full refund of the product price

If a refund to the original payment method is not possible, we will contact you to arrange an alternative.

As we offer free standard shipping on all orders, there are no original shipping fees to refund. Return shipping costs (the cost of sending items back) are separate and may apply as set out in Section 8.

Your financial institution may require additional time to post the refund. The total time for funds to appear typically ranges between 5–15 business days depending on your payment provider.

10. One-Year Warranty

Every Viego Co. product is covered by a 12-month warranty from the date of delivery against manufacturing defects and premature component failure under normal domestic use.

What the warranty covers

  • Electrical faults in lighting components, drivers, switches and integrated LEDs
  • Battery cells that fail to hold a charge under normal use
  • Structural failure of frames, joints, bases and mounting hardware
  • Finish defects present on arrival, such as flaking, blistering or corrosion not caused by use

What the warranty does not cover

  • Accidental damage, drops, impacts or liquid damage
  • Misuse, or use outside the product's intended purpose or stated environment (for example, using an indoor-rated fixture outdoors)
  • Damage caused by incorrect installation, or by installation not carried out to local electrical regulations
  • Unauthorised modification, disassembly or repair
  • Normal wear to finishes, including patina on brass and natural variation in wood and rattan
  • Consumables and replaceable parts, including replaceable bulbs, batteries, fuses and glass
  • Commercial or rental use

How to claim

Email info@viegoco.com with your order number, a description of the fault, and photos or a short video showing the issue. We will assess the claim and, where valid, provide a repair, a replacement part, a replacement product, or a refund — the remedy is chosen by us and appropriate to the fault. Return shipping on a valid warranty claim is at our cost.

Where a product was bought as part of a Room Kit or other set, each item in the set carries its own 12-month warranty from the date the set was delivered.

This warranty is offered in addition to, and does not affect, your statutory rights under applicable consumer protection law — including the Consumer Rights Act 2015 in the United Kingdom and applicable state and federal consumer law in the United States.

11. Non-Returnable Items

The following may not be eligible for return:

  • Used, installed or altered items, beyond the inspection allowed in Section 2
  • Items clearly marked as final sale on the product page

12. Exchanges

We do not offer direct exchanges. If you would like a different item, return the original and place a new order.

13. Order Cancellation

Orders may be cancelled before they are processed or shipped. Once an order has been processed or dispatched, cancellation is no longer possible and you must follow the return process after delivery.

14. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account
  2. Contact your payment provider
  3. Then contact us at info@viegoco.com

We will assist you promptly.

15. Complaints and Dispute Resolution

If you are not satisfied with how a complaint has been handled, contact us at info@viegoco.com and we will work with you to resolve it.

United Kingdom customers: if we cannot resolve your complaint, you may be able to refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. You can find approved providers through the Chartered Trading Standards Institute. You may also contact the Citizens Advice consumer helpline for guidance.

This does not affect your statutory rights under applicable consumer protection laws.

16. Contact Information

Business Name: Viego Co.
Email: info@viegoco.com
Phone: (+1) 917 672 7132
Business Address: 2222 West Grand River Ave, STE A, Okemos, MI 48864, United States
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (2:00 PM – 10:00 PM UK time)
Response Time: 24–48 hours