Last Updated: Jun 22th, 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

🚫 Non-Returnable Items

The following items cannot be returned 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. 

🔁 Return Process (with RMA)

1. Submit a Return Request

Fill out our Return Authorization Form within 30 days of delivery.

1. Receive RMA Confirmation & Return Instructions:

Our team will review your request and provide an RMA number with return instructions.

3. Ship the Product Within 7 Days

You must ship the items within 7 days of receiving your RMA issuance. Returns without a valid RMA may be rejected.

4. Inspection & Refund

To qualify for a return, all items must be:  

• • • In original, unopened packaging
    • In full-box quantities
    • Unused and unaltered
    • Accompanied by a valid RMA number

Once your return is received and passes inspection, your refund will be issued to your original payment method within 7–14 business days.

Unless the return is due to a product defect or our shipping error, the customer is responsible for return shipping costs.  

Return freight for palletized or oversized items can be substantial—please contact us for a quote before sending back your return.

Refunds will exclude restocking fees, original shipping, return freight, and any third-party delivery charges, unless the return is due to our confirmed error or product defect.

If returned items are found to be used, damaged, incomplete, or not issue a partial refund at our sole discretion.

Returns sent to the wrong address, rejected upon delivery without authorization, or marked “Return to Sender” will not be accepted.  

All returns must follow the approved process and be shipped to the designated return facility. Unauthorized or misrouted returns are subject to disposal without refund.

🛠 Installation = Acceptance

Once a product is installed or altered in any way, it is considered accepted and cannot be returned, even if later found defective.

We recommend inspecting all materials prior to installation.

Installing any product constitutes full and final acceptance of its condition and quality.  

Do not install damaged, incorrect, or questionable items. Installation waives your right to return, refund, or claim.

💥 Damaged, Defective, or Incorrect Items

Please inspect all items upon delivery. If any product is damaged or missing,

• • • All product issues must be reported within 72 hours of delivery
    • Do not install damaged items — installation waives your right to replacement or refund

• • • Submit the following documents to support team:

• • • • • Order number
        • Clear Photos of packaging and damage.
        • Description of issue
    • We will investigate and evaluate the issue and offer appropriate solutions such as replacement credit, or refund depending on the issue.

📐 Custom & Special Orders

All Custom-made, made-to-order, or specially imported products are non-cancellable once production begins.

However, if you cancel a custom order after confirmation but before shipment, a 15% cancellation fee applies to cover initial production costs.

We require your written approval for specs, colors, and measurements prior to production. Please double-check sizing, finishes, and color before confirming a custom order. If unsure, request samples or guidance first.

❌ Unauthorized or Late Returns

• • • Returns received after the 30-day window from the original delivery date will be rejected.
    • Returned items that are used, incomplete, damaged, or altered are not eligible for refund
    • If your return is not approved, you may request the product to be shipped back at your own cost within 7 days; otherwise, we reserve the right to dispose of it

🔒 Additional Terms & Seller Rights

• • • We reserve the right to update or interpret this policy as needed, in accordance with applicable U.S. laws.
    • All refunds, approvals, and exceptions are at the discretion of VividCozyTile.
    • This policy is subject to change without prior notice. Latest version always applies.

These Terms shall be governed by and construed in accordance with the laws of Hong Kong SAR. Notwithstanding the foregoing, nothing in these Terms shall prejudice or limit any mandatory consumer protection rights you may have under the laws of the United States or your state of residence. In the event of any conflict between these Terms and such mandatory consumer protection laws, the latter shall prevail to the extent required by law.

🚚 Need Info About Shipping?

Our returns policy focuses on eligibility and post-purchase issues. For details about delivery times, local warehouse options, sea shipping, or expedited delivery, please see our Shipping & Order Policy.

If you’re unsure whether your order for shipping, or you’d like assistance with initiating a request with our Contact Us Page or,

📧 Email: support@vividcozytile.com

We’re here to help ensure your experience is stress-free and transparent.