Refund policy
Doorstep Returns:
We want you to absolutely love your pieces. If your item is eligible for a return, you can request a complimentary return label within 14 days of receiving your order.
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.
Please note, original shipping charges are non-refundable and a 20% restocking fee will be applied to returns.
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 14 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 contact us within 48 hours of delivery to file a damage claim. All items must be fully inspected by the consignee, and any damages or incorrect items must be noted before signing for your delivery.
Final Sale, Made to Order, and Special Order items are not eligible for return.
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.
Color Note:
Because every computer monitor displays color differently, 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.
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.
Please contact support@known.com. Oversized & White Glove Returns Items that ship via freight or white glove delivery are subject to return shipping charges and a 20% restocking fee. These returns must be coordinated directly with our support team at support@known.com.
