Thank You for Shopping at Villa Supply

At Villa Supply, we proudly curate and ship premium outdoor living products with care. While damages during transit are rare, we understand that issues can occur. Please review the following policy to ensure a smooth resolution process.

Freight or Shipping Damage Claims

All freight-related issues must be reported within 24 hours of delivery.

To ensure we can assist you promptly, please follow these steps:

If the Package Is Visibly Damaged at Delivery:

1. Refuse the shipment if the damage is significant and take clear photos of the item and packaging.

2. If you choose to accept the delivery, note all damage clearly on the Bill of Lading (BOL) and write “upon final inspection” next to your signature.

3. Take multiple photos of the damaged packaging and product.

4. Email support@villasupply.com within 24 hours with your order number, a description of the issue, and all relevant photos.

If Damage Is Discovered After Delivery (Concealed Damage):

1. Open and inspect your product within 24 hours of delivery.

2. Take photos showing the damage and the packaging.

3. Contact support@villasupply.com with your order number and images.

We will review your claim and manage the process on your behalf. Claims submitted after 24 hours may not be eligible for replacement or reimbursement.

Missing or Incorrect Items

If you receive an incorrect item or believe something is missing:

• Note any discrepancies on the delivery receipt and contact us within 24 hours.

• Include photos if applicable and your order number in the message to support@villasupply.com.

We will confirm the issue and arrange for the appropriate resolution.

Standard (Non-Damage) Returns

If you'd like to return an item for reasons unrelated to shipping damage or defects, Villa Supply can assist with your request, provided the item meets the following conditions:

Return Eligibility Requirements:

• Return must be requested within 30 days of delivery

• Item must be unused, unassembled, and in original packaging

• All parts, manuals, accessories, and documentation must be included

• The product must not be a clearance, made-to-order, or final-sale item

Items Not Eligible for Return:

• Products that have been used, installed, or assembled

• Clearance items or Warehouse Deals

• Custom-made or special-order products

• Items marked “non-returnable” on the product page

• Requests made after 30 days from delivery

Return Process:

1. Email support@villasupply.com with your order number, product name, and reason for return.

2. Our team will review your request and, if approved, provide a Return Authorization (RA), shipping instructions, and return labels.

3. If your return ships via freight, we may require a pre-return photo of the product to document its condition.

4. Returns must be properly packaged in both inner and outer original packaging to help prevent transit damage.

Shipping & Restocking:

• The cost of return shipping and original outbound shipping will be deducted from your refund.

• Some items may be subject to a restocking fee, depending on the brand’s policy.

All approved returns must be shipped back within 30 days of return authorization. Items returned without prior approval or outside of the stated policy may not be eligible for a refund.

Refund Processing Timeline

Once your return or claim is approved:

• Refunds are typically processed to your original payment method within 5 to 7 business days.

• If your return requires the item to be sent back, the refund will be issued after the item is received and inspected.

Customer Support

Email: support@villasupply.com
Support Hours: Monday through Friday, 9 AM to 5 PM Pacific Time