At Villa Kontor, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer various return and exchange options.
Returns and Exchanges:
You have the right to withdraw from your purchase within 14 days of receiving the goods. The withdrawal form and legal information regarding returns can be found [here].
Once we receive your written request, we will review and confirm it promptly.
You will receive a confirmation email with the return address and return conditions. You then have 14 days to send the package. After verifying the flawless condition of the returned products, we will process your refund within a maximum of 10 days.
Please note that return shipping costs are not covered and may be deducted from your refund if applicable.
If you wish to exchange your product for another, we will arrange for the replacement to be shipped simultaneously.
Product-Specific Return Conditions
Fabrics are cut precisely to order and are considered custom-made products. Therefore, they cannot be returned or exchanged. We recommend ordering a sample in advance.
Wallpaper can be returned within 14 days, provided the rolls are unopened, fully packaged, and (if applicable) shrink-wrapped.
However, we advise keeping unused rolls to ensure you have matching material in case of future wall repairs.
Wallpapers and murals sold by the meter (rather than as standard rolls or packaged sets) cannot be returned due to their custom configuration.Decorative items (e.g., cushions, vases, trays) can be returned within 14 days, provided they and their packaging are in perfect, unused condition.
Carpets and furniture are also covered by the 14-day return policy, as long as they remain in perfect, unused condition and their packaging is intact.
For heavy or bulky items, we can arrange the return transport upon request, but the cost will be borne by the customer.Custom-made items (e.g., carpets and furniture with special dimensions or custom-made designs) cannot be returned or exchanged.
Room fragrances may be returned within 14 days if they are unopened and completely unused. If the protective seal or foil is broken, the return is no longer possible.
Perfumes and cosmetics generally cannot be returned due to hygiene regulations. A return is only possible if the items are sealed and verifiably unused (e.g., still shrink-wrapped).
How to Initiate a Return
If you wish to return an item, please send us an email at retouren@villakontor.com.
We will review your request as quickly as possible and get back to you.
Complaints & Claims
Of course, if any of our products (including custom-made items) have a defect, we will cover the full cost of the exchange, including transport costs, or provide a full refund.
We kindly ask you to inspect all items immediately upon receipt.
If you notice a defect, please document it with photos and send us a short email with the images and a brief description of the issue. We will review the case as soon as possible and provide you with a solution.
If you notice damage to the package upon delivery, please report it directly to the delivery personnel and, if possible, accept the package only under reservation.