Damages

Damages Policy & Guidelines

We want every piece to arrive in perfect condition. If your item is damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@knownbyvida.com. Please include clear photos of the item, packaging, and shipping labels so we can assist quickly.

If you receive a freight item with a required signature, please inspect the packaging and open your package immediately before signing to also inspect the item. If the packaging or the item has obvious damage or is otherwise defective or incorrect, mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging, and damaged or defective item, as well as shipping labels on the packaging and/or item. If the shipment is refused before inspection of the item, you may be subject to re-delivery fees.

Because our designs use natural materials, variations in grain, texture, knots, veining, or finish are expected and celebrated—they are not considered defects. Likewise, colors may appear differently across screens and lighting, so slight differences from product images are normal.

Once we review your claim, we’ll determine the best solution, which may include repair, replacement, or refund. Shipping fees are non-refundable.

All claim decisions made by Known by Vida are final and governed by our Damages Policy. Once a claim has been resolved, it cannot be reopened. Any damages or wear and tear reported beyond the 48-hour window after delivery are not the responsibility of Known by Vida. We appreciate your understanding and cooperation.