Returns & Refunds Policy

Last Updated: Aug 25th, 2025

At VividCozy, we aim to make every tile and flooring purchase smooth, thoughtful, and low-risk. While most of our customers are satisfied with their selections, we understand that you may occasionally need to return an item. This policy outlines eligibility, timelines, restocking fees, non-returnable items, and how to begin a return.

🗓 Return Window & Eligibility

Your entire return process, from initiating a request to the product being delivered to our facility, must be completed within 60 days of the original delivery date.

• You must initiate a return request within 30 days of receiving your order.
• After receiving return approval (RMA), you must ship the product within 7 days.
• Returns delivered after this 75-day window will be declined, even if a request was submitted on time.

Once an order has been dispatched—especially sea freight shipments—it is considered final and cannot be canceled or refunded. Please confirm that delivery timelines suit your project before placing an order. We encourage you to inspect your order promptly and contact us early to avoid delays or risk of return denial.

To qualify for a return, items must:

• Be in original, unopened packaging
• Be in full-box quantities
• Be unused and uninstalled
• Be accompanied by a valid RMA number

This condition exception applies only to damaged, defective, or incorrect items. Standard returns accept new/unopened items only.

Exchanges

We want you to shop with confidence. In addition to returns, all orders are eligible for exchanges within our return window, subject to the same eligibility requirements as returns.

• Eligibility: New, unopened, full‑box items only, with a valid RMA. Items must be unused and uninstalled.

• Exchange Window: Request within 30 days of delivery; ship within 7 days of RMA approval; the return package must arrive within 60 days total (max 75 days including transit).

• Process: Contact our support team with your order number to initiate an exchange. Once approved, send back the original items; your replacement will be arranged after verification (subject to availability).

• Shipping & Fees: Customer is responsible for return shipping. A 35% restocking fee applies to exchanges.

• Not Eligible for Exchange: Sample kits; custom or made‑to‑order products; clearance/final‑sale items; any materials that have been installed, cut, or altered; and any returns submitted without a valid RMA or outside the return window.

• Defective/Incorrect Items: If the item is damaged, defective, or incorrect, exchange/return shipping is free, a prepaid download‑and‑print return label is provided, and no restocking fee applies.

🚫 Non-Returnable/Non-Exchangeable Items

The following items cannot be returned or exchanged under any circumstances:

• • • Sample kits
    • Custom or made-to-order products
    • Final-sale or clearance items
    • Installed, cut, or altered materials
    • Returns without valid RMA or outside the return window

We strongly recommend ordering samples before placing a full order to ensure satisfaction with color and texture.

💵 Restocking Fees & Return Shipping Responsibility

• • • All approved returns are subject to a 35% restocking fee, deducted from your refund to cover inspection, repackaging, and reinventorying.
    • Original shipping fees, return shipping costs, and any third-party delivery charges (e.g. liftgate, redelivery, storage, missed delivery) are non-refundable and must be paid by the customer — unless the return is caused by a confirmed product defect or shipping error on our part.
    • Returns due to subjective preferences, project delays, incorrect addresses, refusal of delivery, or change of mind will not qualify for shipping reimbursement.

💡 To minimize return risk, we strongly recommend ordering samples before committing to a full-size order.

If an order is refused upon delivery or returned due to incorrect address, all associated fees—including original shipping, return freight, redelivery charges, and applicable restocking fees—will be deducted from the refund.

📌 Unsolicited or improperly returned products will not be accepted.

If your return is denied or received without authorization, you may request to have the goods sent back at your expense within 7 days. After this window, we reserve the right to dispose of the item.

Returns due to project delays, storage constraints, or schedule changes are not eligible for refunds. Please ensure your delivery timeframe aligns with your project needs before ordering. 

- Please note: The above fees apply to standard returns and exchanges. **If your order is defective, damaged, or incorrect, return shipping is free and no restocking fee applies.**