Customer Support

Your Complete Return and Refund Guide

At VividCozy, we want you to shop with total peace of mind. This return and refund FAQ page explains everything you need to know—from how to return opened or partial boxes, to whether shipping costs are refundable. Our transparent return and refund policy is designed to make your experience smooth and frustration-free. Whether you’re exploring eligibility, timelines, or costs, you’ll find the full return and refund breakdown right here.

Still have questions? Our support team is ready to help ensure your return and refund process is handled with care.

Still have questions? Our support team is ready to help ensure your return and refund process is handled with care.

👉 For more detailed terms, please visit our Shipping Policy and Return & Refunds Policy.

What is your return policy?

Please start your return within 30 days of delivery, ship within 7 days of RMA approval, and ensure items arrive within 60 days of the original delivery date (max 75 days including transit). Items must be unused, unopened, full-box quantities with a valid RMA. Standard returns incur a 35% restocking fee and customer-paid return shipping; defects or our shipping errors get a prepaid label and no restocking fee. See the full details and submit a request via Returns & Refunds Policy and the Return Request (RMA) page.

Can I return partial or opened boxes?

No. Returns must be full, unopened boxes in original packaging with a valid RMA. Installed, cut, or altered materials aren’t eligible. If your order arrives damaged or incorrect, report it within 72 hours and we’ll provide a prepaid label and waive the restocking fee. See details in our Returns & Refunds Policy.

Are custom orders or samples refundable?

Custom/Made-to-Order items are generally non-returnable once production begins. If a custom order is canceled after confirmation but before shipment, a 15% cancellation fee applies. Sample kits are non-returnable (defect-only exceptions). Learn more in our Returns & Refunds Policy and Custom Tile FAQs.

How are refunds issued?

After your return passes inspection, we issue refunds to your original payment method within 7–14 business days. For standard returns, the refund excludes the 35% restocking fee, original shipping, and return freight; for defective/incorrect cases, return shipping is prepaid and restocking is waived. See our Returns & Refunds Policy.

Do I have to pay for return shipping?

For standard (non-defect) returns, return shipping is the customer’s responsibility. If your item is defective/incorrect, we provide a prepaid download-and-print label and waive the restocking fee. Start your request here: Return Request (RMA). [oai_citation:8‡Terms and Conditions.docx](file-service://file-M1RUFuidPiESzexcxF4Bup) [oai_citation:9‡Terms and Conditions.docx](file-service://file-M1RUFuidPiESzexcxF4Bup)

Is there a restocking fee for returns?

For standard returns, yes — customers pay return shipping and a 35% restocking fee. We’ll provide RMA instructions and can help with label prep. For damaged/defective/incorrect items reported within 72 hours, return shipping is free via a prepaid download-and-print label, and no restocking fee applies. Start an RMA here and review our Returns & Refunds Policy. For pallet/oversized returns, freight can be substantial — contact us for a quote before shipping.

Which products are non-returnable?

The following items are non-returnable: sample kits; custom or made-to-order products; final-sale/clearance items; installed, cut, or altered materials; and any items returned without a valid RMA or outside the return window. Please review our Returns & Refunds Policy and start an RMA here.

How are refunds issued?

After your return passes inspection, refunds are issued to your original payment method within 7–14 business days. Standard returns exclude the 35% restocking fee, original shipping, and return freight; defective/incorrect items receive a prepaid label and no restocking fee. See Returns & Refunds Policy.

Can I return items after 60 days?

 

Sorry, no. Your return must be initiated within 30 days, shipped within 7 days of RMA approval, and the package must arrive within 60 days of delivery (absolute maximum 75 days including transit). Submit an RMA here and review the full window in our policy.

Are shipping charges refundable?

No. Original shipping charges and return freight are non-refundable unless the return is due to our confirmed error or a product defect. Details: Returns & Refunds Policy.

Are there restocking fees for returns?

Yes—standard returns incur a 35% restocking fee, deducted from your refund to cover inspection, repackaging, and reinventorying. If your item is defective, damaged, or incorrect, the fee is waived and we’ll issue a prepaid return label after approval. See our Returns & Refunds Policy or start an RMA request.

What if my return is not approved?

If a return doesn’t meet our criteria (e.g., used, damaged, incomplete, outside the window, or sent without authorization), it will be declined. You may request the items to be shipped back to you at your cost within 7 days. Unauthorized or misrouted packages may be refused or disposed, so please always start with an RMA request and review our Returns & Refunds Policy. For help, contact us.

Do I need to pay return shipping if I change my mind or entered the wrong address?

Change of mind: Eligible products (unused, unopened, full-box) can be returned within our window—initiate within 30 days, ship within 7 days of RMA approval, and ensure delivery within 60 days of the original delivery date (absolute max 75 days, incl. transit). For standard returns, you’ll pay return shipping and a 35% restocking fee. Start an RMA and review our policy.

Wrong/undeliverable address or refusal: Original shipping, return freight, any redelivery/storage fees, and applicable restocking will be deducted from your refund. These cases don’t qualify for shipping reimbursement. For guidance, contact us before returning.

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Can I return opened or partial boxes?

No. Returns must be in full-box, unopened, and unused condition, with a valid RMA. Opened packaging, partial quantities, installed/cut/altered materials, or returns outside the window are not eligible. See our Returns & Refunds Policy and start an RMA request.

Can I return tiles that have already been installed?

No. Once a tile or flooring product is installed or altered (even partially), it’s considered accepted and is no longer eligible for return or refund. Please inspect all materials before installation. If anything seems damaged or incorrect, request an RMA within the reporting window and review our Returns & Refunds Policy.

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