# Returns & Refunds FAQs - Link: https://vividcozytile.com/customer-support-faqs/returns-refunds-faqs/ - Published: 2025-06-14T01:09:56-07:00 - Author: VividCozyTile ## Customer Support [Home](https://vividcozytile.com/)/[VividCozy FAQs](https://vividcozytile.com/customer-support-faqs/)/ Returns & Refunds FAQs * [How-To Guides](https://vividcozytile.com/how-to-installation-care/) * [VividCozy FAQs](https://vividcozytile.com/customer-support-faqs/) * [Buying Guide](https://vividcozytile.com/customer-support-faqs/buying-guide-faq/) - [Flooring Category Guide: Wood Look Porcelain Tile, SPC Flooring, Vinyl Plank, and Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/category-general-guide/) - [Compare and Choose Flooring: SPC vs LVT vs Porcelain Tile vs Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/compare-choose/) - [Flooring Materials and Durability FAQ: Porcelain Tile, SPC Flooring, Vinyl, and Peel and Stick](https://vividcozytile.com/customer-support-faqs/materials-durability/) - [Layout & Waste](https://vividcozytile.com/customer-support-faqs/layout-waste/) - [Flooring Application Scenarios: Bathrooms, Rentals, Kitchens, Pets, Offices, and DIY Projects](https://vividcozytile.com/customer-support-faqs/application-scenarios/) * [Before You Buy: Flooring Decision Guide for Porcelain Tile, SPC, Vinyl Plank, and Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/before-you-buy/) - [Account Use](https://vividcozytile.com/customer-support-faqs/account-use-faqs/) - [Flooring Color Variations FAQ: Wood Look Tile, SPC, Vinyl Plank, and Peel and Stick Samples](https://vividcozytile.com/customer-support-faqs/color-variations/) - [Protection and Safety](https://vividcozytile.com/customer-support-faqs/protection-safety/) * [Ordering & Delivery](https://vividcozytile.com/customer-support-faqs/ordering-and-delivery/) - [Order FAQs](https://vividcozytile.com/customer-support-faqs/order-faqs/) - [Shipping & Delivery](https://vividcozytile.com/customer-support-faqs/shipping-delivery/) - [Returns & Refunds](https://vividcozytile.com/customer-support-faqs/returns-refunds-faqs/) - [Payment & Billing](https://vividcozytile.com/customer-support-faqs/payment-and-billing/) * [Installation and Maintenance FAQs for Porcelain Tile, SPC Flooring, Vinyl, and Peel and Stick Floors](https://vividcozytile.com/customer-support-faqs/installation-maintenance-faqs/) * [Pricing & Services](https://vividcozytile.com/customer-support-faqs/pricing-and-services/) - [Pricing Policy](https://vividcozytile.com/customer-support-faqs/pricing-policy/) - [Sample Credit Policy](https://vividcozytile.com/customer-support-faqs/sample-credit-policy/) - [Custom Tile Reques](https://vividcozytile.com/customer-support-faqs/custom-tile-request-faqs/) - [Design Service FAQs for Flooring: Samples, Color, Layout, and Material Selection](https://vividcozytile.com/customer-support-faqs/design-service-faqs/) * [Support & Contact FAQs](https://vividcozytile.com/customer-support-faqs/support-contact-faqs/) - [Contact Us](https://vividcozytile.com/contact-us/) - [About Us](https://vividcozytile.com/about-us/) * [Terms and Conditions](https://vividcozytile.com/terms-summary/terms-and-conditions/) * [Shipping Policy](https://vividcozytile.com/shipping-and-order-fulfillment-policy/) * [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/) - [Return Request Form (RMA)](https://vividcozytile.com/return-request-rma/) * [Privacy Policy](https://vividcozytile.com/terms-summary/privacy-policy/) * [Terms Summary](https://vividcozytile.com/terms-summary/) * [Cookie Policy – Opt-out preference](https://vividcozytile.com/opt-out-preferences/) ## 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](https://vividcozytile.com/shipping-and-order-fulfillment-policy/)** and **[Return & Refunds Policy](https://vividcozytile.com/returns-and-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](https://vividcozytile.com/returns-and-refunds-policy/) and the [Return Request (RMA)](https://vividcozytile.com/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](https://vividcozytile.com/returns-and-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](https://vividcozytile.com/returns-and-refunds-policy/) and [Custom Tile FAQs](https://vividcozytile.com/customer-support-faqs/custom-tile-request-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](https://vividcozytile.com/returns-and-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)](https://vividcozytile.com/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](https://vividcozytile.com/return-request-rma/) and review our [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/). For pallet/oversized returns, freight can be substantial — [contact us](https://vividcozytile.com/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](https://vividcozytile.com/returns-and-refunds-policy/) and start an RMA [here](https://vividcozytile.com/return-request-rma/). 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](https://vividcozytile.com/returns-and-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](https://vividcozytile.com/return-request-rma/) and review the full window in our [policy](https://vividcozytile.com/returns-and-refunds-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](https://vividcozytile.com/returns-and-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](https://vividcozytile.com/returns-and-refunds-policy/) or start an [RMA request](https://vividcozytile.com/return-request-rma/). 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](https://vividcozytile.com/return-request-rma/) and review our [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/). For help, [contact us](https://vividcozytile.com/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](https://vividcozytile.com/return-request-rma/) and review our [policy](https://vividcozytile.com/returns-and-refunds-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](https://vividcozytile.com/contact-us) before returning. Accordion title. Click here to edit _Click here to change this text_. Ac non ac hac ullamcorper rhoncus velit maecenas convallis torquent elit accumsan eu est pulvinar pretium congue a vestibulum suspendisse scelerisque condimentum parturient quam.Aliquet faucibus condimentum amet nam a nascetur suspendisse habitant a mollis senectus suscipit a vestibulum primis molestie parturient aptent nisi aenean.A scelerisque quam consectetur condimentum risus lobortis cum dignissim mi fusce primis rhoncus a rhoncus bibendum parturient condimentum odio a justo a et mollis pulvinar venenatis metus sodales elementum.Parturient ullamcorper natoque mi sagittis a nibh nisi a suspendisse a. 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](https://vividcozytile.com/returns-and-refunds-policy/) and start an [RMA request](https://vividcozytile.com/return-request-rma/). 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](https://vividcozytile.com/return-request-rma/) within the reporting window and review our [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/). Accordion title. Click here to edit _Click here to change this text_. 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