# Returns & Refunds Policy - Link: https://vividcozytile.com/returns-and-refunds-policy/ - Published: 2025-06-05T20:45:39-07:00 - Author: VividCozyTile ## Customer Support [Home](https://vividcozytile.com/)/Returns & Refunds Policy * [How-To Guides](https://vividcozytile.com/how-to-installation-care/) * [Contact Us](https://vividcozytile.com/contact-us/) * [About Us](https://vividcozytile.com/about-us/) * [Terms Summary](https://vividcozytile.com/terms-summary/) - [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/) - [Mobile Terms of Service](https://vividcozytile.com/terms-summary/mobile-terms-of-service/) - [California Legal Notice](https://vividcozytile.com/terms-summary/california-legal-notice/) - [Disclaimer Page](https://vividcozytile.com/terms-summary/disclaimer/) - [Cookie Policy – Opt-out preference](https://vividcozytile.com/opt-out-preferences/) - [Do Not Sell My Personal Information](https://vividcozytile.com/terms-summary/do-not-sell/) * [VividCozy FAQs](https://vividcozytile.com/customer-support-faqs/) - [Buying Guide](https://vividcozytile.com/customer-support-faqs/buying-guide-faq/) - [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/) - [Pricing & Services](https://vividcozytile.com/customer-support-faqs/pricing-and-services/) - [Ordering & Delivery](https://vividcozytile.com/customer-support-faqs/ordering-and-delivery/) - [Installation and Maintenance FAQs for Porcelain Tile, SPC Flooring, Vinyl, and Peel and Stick Floors](https://vividcozytile.com/customer-support-faqs/installation-maintenance-faqs/) # Returns & Refunds Policy Understand how VividCozy handles tile returns and refunds — including timelines, restocking fees, non-returnable items, and how to request a return with confidence. ## **Quick Summary — Returns & Exchanges** * **Window:** Request within 30 days of delivery; ship items within 7 days of RMA approval. All returns/exchanges must arrive within 60 days total (max 75 days including transit). * **Condition:** Items must be unused, unopened, in full-box quantities, and include a valid RMA. _Exception: defective/incorrect items (report within 72h; slightly used in resalable condition may be accepted)._ * **Returns:** Standard returns incur a 35% restocking fee; customer is responsible for return shipping. * **Exchanges:** All orders are eligible for exchanges under the same window and conditions as returns. Customer is responsible for return shipping and a 35% restocking fee. * **Damaged/Defective/Incorrect Items:** Free return or exchange shipping, prepaid return label provided, and no restocking fee. Options include replacement, store credit, or full refund. * **Non-returnable/Non-exchangeable:** Samples, custom or made-to-order products, clearance/final-sale items, installed/cut/altered materials, and any returns submitted without a valid RMA or outside the return window. * **Refunds:** Issued within 7–14 business days after inspection. Used, damaged, or incomplete items may receive partial or no refund. * **Important:** _Installation = acceptance._ Once installed or altered, items cannot be returned, exchanged, or refunded. --- _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.** ## **🔁**** Return Process (with RMA)** 1. **Submit a Return Request** Fill out  our  **[Return Authorization Form](https://vividcozytile.com/return-request-rma/)** 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. ## **Return Facility** Return routing depends on the shipping class shown on your order confirmation. Please request an RMA before sending any return. Return Facility & Routing Table | Policy Row (from Shipping Policy) | Product Type (Shipping Class) | Return Facility | Return Shipping Responsibility | Restocking | Notes / Exceptions | | United States — Contiguous 48 States — Free Shipping for Select Vinyl Items | Select Vinyl Items (class: `domestic-warehouse`) | U.S. Sample & Return Facility (Edison, NJ / Ontario, CA) | Customer pays for standard returns | 35% | If defective/incorrect: prepaid U.S. label; no restocking. | | United States — Contiguous 48 States — Free Shipping for Full-Size Tile Orders | Full-Size Tile Orders (Factory Sea Freight) (class: `factory-sea`) | China Facility (Mainland) — for standard returns | Customer pays (international freight) | 35% | If defective/incorrect: prepaid U.S. label; fee waived. | | United States — Contiguous 48 States — Free Shipping (48 States Only) for Sample Kits | Sample Kits (class: `sample-kit`) | U.S. Sample & Return Facility | Non-returnable. If defective/incorrect: VividCozy pays (prepaid label) | N/A | Samples are excluded from standard returns. | | United States — Contiguous 48 States — Express Shipping – Fast Vessel for Full-Size Tile Orders | Full-Size Tile Orders (Express sea/air upgrade) (class: `express sea/air`) | China Facility (Mainland) — for standard returns | Customer pays | 35% | Same as factory-sea; expedited surcharge non-refundable. If defective/incorrect: prepaid U.S. label; fee waived. | | United States — AK, HI & U.S. Territories — Special Region Shipping (Manual Approval) | All product types | Routed per RMA: default China facility; if fulfilled via domestic-warehouse, route to U.S. facility. | Customer pays for standard returns | 35% | Manual approval; carrier quote applies. | | United States — APO/FPO/DPO Military & Diplomatic Addresses — Not Available | — | — | — | — | Service not available; no returns possible. | | Rest of World — Not Available | — | — | — | — | Service not available; no returns possible. | | Additional Rule — Custom / Made-to-Order (applies across rows) | Custom / MTO (any class) | China Facility (Mainland) | Generally non-returnable | — | Only defective/incorrect accepted; if approved, prepaid U.S. label applies. | ## **🛠**** 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 your order arrives damaged, defective, or incorrect, please notify us within **72 hours of delivery** with clear photos of the packaging and the affected products. * **Eligible Condition**: New or slightly used items (not installed, cut, or altered). * **Return Method**: By mail only. * **Return Fees**: **Free return shipping**, fully covered by VividCozy. * **Return Label**: A prepaid **download & print** return label will be provided once your claim is approved. * **Restocking Fee**: **No restocking fee** will be charged. * **Refund Processing Time**: Refunds are processed within **14 business days** after the returned items are received and inspected. * **Process**: Contact our support team with your order number, photos, and a description of the issue. After verification, we will arrange a replacement, store credit, or full refund. ⚠️ **Important**: Installation = acceptance. Installed, cut, or altered items are** not eligible** for return or refund, even if damage is later discovered. ## **📐**** 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**.](https://vividcozytile.com/shipping-and-order-fulfillment-policy/) If you’re unsure whether your order for shipping, or you’d like assistance with initiating a request with our **[Contact Us Page](https://vividcozytile.com/contact-us/)** or, 📧 Email: [support@vividcozytile.com](https://vividcozytile.com/returns-and-refunds-policy/support@vividcozytile.com) We’re here to help ensure your experience is stress-free and transparent. ## FAQs ### Do returns depend on shipping class? Yes. Standard returns for factory-sea/express go to our China facility; domestic- warehouse items return to our U.S. facility; samples are non-returnable; custom items are non-returnable unless defective. ### Is an RMA required before any return? Yes. Please request an RMA. Unauthorized packages will be refused. ### Who pays shipping and is there a restocking fee? Customer pays shipping for standard returns and a 35% restocking fee applies. If items are defective/incorrect, we provide a prepaid U.S. return label and waive the fee.