Returns
Returns Policy
At Known, we thoughtfully curate every piece with intention, partnering with makers who share our commitment to quality, craftsmanship, and conscious design. We want you to feel genuinely at home with the items you choose and that’s why every product is held to our standards for durability, beauty, and sustainability.
If your purchase isn’t quite what you expected, we’re here to help. Returnable items in unused, resale-ready condition may be returned within 7 days of delivery. (Please note exclusions apply. See below for non-returnable items.)
Items must be returned in original packaging and in new, unused condition. If the original packaging is unavailable, equivalent protective packaging must be provided by the customer.
- Lighting: Not returnable once installed.
- Bedding: Must be unopened, unwashed, and returned in original form and packaging.
- Pillows: Select pillows are not returnable as indicated on the product description.
- Made-to-order: Custom-made pieces—such as artwork and furniture—are final sale and cannot be returned.
- Miscellaneous: Any item that is non-returnable will be clearly marked on the product page.
Natural Materials & Unique Characteristics
Our furniture and home items are crafted from natural materials such as wood, stone, and textiles. Variations in grain, texture, knots, and other organic characteristics are part of their beauty and uniqueness. These natural variations are not considered defects.
Color & Image Representation
Please note that colors may appear differently across screens, browsers, and lighting conditions. While we strive to provide accurate images, slight differences in color or finish are normal. We cannot be responsible for variations between the actual product color and how it appears on your screen. Descriptions of merchandise—including colors, shades, textures, and other features—are provided by the manufacturer. Known assumes no liability for these descriptions, for variance (including in colors or textures), minor imperfections, or for a product not meeting customer expectations, absent a manufacturer-verified defect.
Rugs:
Variation and imperfection in weave, fiber size, color, and overall rug size (up to 2–3" in length and width) are normal characteristics and are not considered manufacturing defects.
Measurements:
Please ensure accurate measurements before placing any orders. Customers are fully responsible for final measurements and ensuring items fit the intended space. If you have questions about product sizing or delivery methods, please email support@knownbyvida.com. Orders cancelled or refused at delivery due to sizing issues are subject to a 20% restocking fee.
Oversize/White Glove Returns:
If your item was marked as oversize or white glove, please contact support@knownbyvida.com to arrange your return. Due to the size of these items, we are unable to issue ground return labels. Freight returns will be issued a refund less original shipping and handling charges, along with a 20% restocking fee based on the original, pre-discounted product price. Return requests will be accepted within 7 days of delivery. Orders that are cancelled in transit or refused at delivery for non-damage reasons (including but not limited to size, color variation, etc.) are also subject to a 20% restocking fee.
If White Glove service is refused at the time of delivery, Known is not responsible for any damage that occurs during assembly.
Please note, original shipping charges are non-refundable and a 20% restocking fee will be applied to returns.
Is My Item Returnable?
Not every item on our site qualifies for return.
We do not accept returns on:
- Final sale items
- Wired or assembled products
- Custom or made-to-order pieces
- Items used or missing original packaging
- Altered items (repainted, refinished, cut, etc.)
How Do I Return an Item?
If your item is eligible, please keep all original packaging and request your return within 7 days of delivery to receive a Return Authorization (RA).
To request a return:
- Reach out to our Customer Care team at info@knownbyvida.com or start a chat on our site for assistance.
- If possible, include your order number which can be found on your order confirmation email.
Once your request is approved, we’ll send you a return label, return address, and RA number within five business days. You’ll then have 7 days to ship your item back.
Please note:
- Returns without an RA number or shipped after the 7-day window will not be accepted and will be returned to you.
- We cannot accept returns without original packaging.
- Items must be returned from the original delivery address.
Refund Options
You may choose one of two refund methods:
1. Known by Vida Store Credit
Receive store credit for the merchandise price, less applicable restocking fees.
Store credit never expires. (Shipping fees are non-refundable and there is a 10% restocking fee.)
2. Original Payment Method
Receive a refund to your original payment method for the merchandise price, minus restocking fees. (Shipping fees are non-refundable and there is a 20% restocking fee.)
Please note: If we identify an unusually high or inconsistent return pattern, we may limit or decline future returns or transactions.
Why We Charge Restocking Fees
Thoughtful handling goes into every return. Returning items requires significant labor, inspection, and repackaging—and many pieces are not returned in factory-ready condition or may be damaged in transit. Restocking fees help ensure we can responsibly process returns and continue offering the curated, design-forward assortment you expect from Known by Vida.
