Customer Support
Terms Summary
Last Updated: Sep 4th, 2025
Thanks for shopping with VividCozy. This summary highlights key terms from our Shipping & Order Fulfillment Policy and Returns & Refunds Policy. By placing an order, you acknowledge and accept the following.
1) Order Terms Overview
All purchases are subject to our full Terms & Conditions, Shipping & Order Fulfillment Policy, and Returns & Refunds Policy.
Changes or cancellations must be requested before dispatch; orders cannot be changed or canceled once shipped. Custom/made-to-order items cannot be canceled once manufacturing begins. If a custom order is canceled after confirmation but before shipment, a 15% cancellation fee applies. Sea-freight orders are final once dispatched.
Where applicable, we will confirm specifications (e.g., measurements, finish, quantities) in writing before production to avoid misunderstandings.
🔗 Shipping & Order Fulfillment Policy →
2) Shipping Timeline & Responsibilities
Standard coverage: automatic shipping to the contiguous 48 U.S. states; AK/HI/U.S. territories require manual approval and extra charges; APO/FPO/DPO and international (outside U.S. territories) not available.
Typical timeframes (incl. 0–3 business days processing; carrier days Mon–Fri):
Sample kits: 0–10 business days (free).
Select vinyl (domestic warehouse): 0–13 business days (free).
Full-size tiles (factory sea freight): 0–48 days incl. processing（在途通常 ~35–45 天）(free).
Express upgrade (fast vessel/air-assist): ~20–30 business days, +35% surcharge（政策表为 0–33 天含处理）。Expedited surcharge is non-refundable.
Orders placed after 2:00 PM PT start processing next business day.
Tracking is provided at dispatch; factory-direct orders include milestone updates (e.g., port arrival, U.S. entry, last-mile assignment).
Address accuracy & site access are your responsibility. Undeliverable/unauthorized refusals or returns arising from incorrect addresses or recipient unavailability will deduct original + return freight, redelivery/storage, and applicable restocking fees from any refund. Please inform us of access constraints (gates, docks, liftgate needs, construction).
Force majeure (e.g., port congestion, customs, strikes, severe weather) doesn’t qualify for cancellation, refund, or compensation. Risk of loss/title transfer occurs when the shipment is handed to the carrier; inspect promptly and report any damage within 72 hours.
3) Returns, Exchanges & Fees
Windows: initiate within 30 days of delivery; ship within 7 days of RMA approval; items must arrive within 60 days of the original delivery date (max 75 days incl. transit).
Standard condition: unused, unopened, full-box quantities, valid RMA. （Defective/incorrect items除外）
Returns & exchanges (non-defect): customer pays return shipping; 35% restocking fee applies. Refunds are issued 7–14 business days after inspection.
Non-returnable/non-exchangeable: sample kits; custom or made-to-order; clearance/final-sale; installed/cut/altered items; returns without valid RMA or outside the window.
Defective/damaged/incorrect items: free return or exchange shipping via prepaid download-and-print label; no restocking fee; resolutions include replacement, store credit, or full refund. Report within 72 hours of delivery with photos. Eligible condition: new or slightly used (not installed, cut, or altered). Return method: by mail only. Do not install damaged/incorrect items.
Unauthorized/late returns may be rejected or disposed of; if denied, you may request return shipment back to you (at your expense) within 7 days.
4) Installation = Acceptance
Do not install any product that is damaged, defective, or incorrect. Installation waives your right to claim, return, or refund. Inspect all items within 72 hours of delivery.
5) Legal & Dispute Notes
These Terms are governed by the laws of Hong Kong SAR. Nothing in these Terms limits any mandatory U.S. consumer protection rights you may have under federal or state law. Delays caused by force majeure do not qualify for cancellation, refund, or chargeback—please contact us first so we can resolve issues quickly.
6) Privacy & Mobile Messaging
We do not sell your personal information. You may opt out of SMS/marketing messaging at any time by replying “STOP”.
Contact
Online Form: see Contact Us page →
Email: [email protected]
Phone: 00852 2110 3153