Shipping Timeframes & Force Majeure

• Estimated windows. Delivery estimates include processing (0–3 business days, Mon–Fri). Typical windows are: Sample kits 0–10 business days; select vinyl (domestic) 0–13 business days; full-size tiles via factory sea freight 0–48 days including processing, with typical in-transit time ~35–45 days; express upgrade ~20–30 business days (+35% surcharge). These are non-binding estimates. (See the full Shipping & Order Fulfillment Policy.)
• Delays beyond our control. Force-majeure events (e.g., port congestion, customs, strikes, severe weather) do not qualify for cancellation, refund, or compensation. (Details in our Terms & Conditions and Shipping Policy.)

Where We Ship & Address Responsibilities

• We ship automatically to the contiguous 48 U.S. states; AK/HI/U.S. territories require manual approval and may incur extra fees. APO/FPO/DPO and international (outside U.S. territories) are not available.
• Address accuracy & access are your responsibility. Undeliverable or refused deliveries (incorrect/incomplete address, unavailability, unauthorized refusal) may incur storage/redelivery/return freight and applicable restocking, deducted from any eligible refund. If you need to correct an address, please contact us promptly.

Risk of Loss, Inspection & Installation = Acceptance

• Risk of loss and title pass to you when the shipment is handed to the carrier; note any damage on the Proof of Delivery (POD) and notify us within 72 hours.
• Inspect promptly. Damage/shortage claims must be reported within 72 hours of delivery (with photos). Late claims may not be accepted. File your claim through the Return Request (RMA) page.
• Do not install questionable items. Any installation or alteration constitutes final acceptance; installed/cut/altered items cannot be returned—even if later found defective. Please consult our Installation & Care Manuals before installation.

Order Finality & Custom-Made Products

• Orders cannot be changed or canceled once shipped. Sea-freight orders are final once dispatched.
• Custom/made-to-order items are non-cancellable once production begins. If canceled after confirmation but before shipment, a 15% cancellation fee applies. For custom work, please use our Custom Request page and review the Terms & Conditions.

Returns Are Limited, Conditional, and Time-Sensitive

• Return windows. Start a return within 30 days of delivery; ship within 7 days of RMA approval; the return must arrive within 60 days of the original delivery date (maximum 75 days including transit).
• Condition. Items must be unused, unopened, full-box quantities, with a valid RMA (exceptions for defective/incorrect items reported within 72 hours).
• Fees. For non-defect returns, customer pays return shipping; a 35% restocking fee applies; refunds issue 7–14 business days after inspection.
• Non-returnable: sample kits; custom/made-to-order; clearance/final-sale; installed/cut/altered items; returns without RMA or outside the window.
• Defective/incorrect shipments: report within 72 hours; we provide a prepaid U.S. return label and waive restocking; options include replacement, credit, or full refund (items must not be installed).

Start your return here: Return Request (RMA). For full details, see our Returns & Refunds Policy.

Product Variation & Samples

• Minor variations in tone/gloss/size can occur between samples and production batches; such normal variations are not defects. We strongly recommend ordering samples before full orders.

Explore samples and visual tools:
Request Sample ·
AR Tile Preview Tool ·
Free Design Consultation ·
Flooring Area Calculator ·
FAQs.

Data Use, Privacy & Opt-Outs

• We do not sell personal information for monetary consideration. If advertising/retargeting cookies are used, that activity may be deemed “sharing” under some U.S. state laws; you may opt out at any time via our cookie banner, Do Not Sell or Share / Cookie Preferences page, or by sending a Global Privacy Control (GPC) signal. You can also visit our dedicated Do Not Sell page.
• We send promotional emails only with consent; you can unsubscribe at any time. For SMS/telemarketing, we obtain prior express consent where required by law.
• For EEA/UK users, international transfers rely on the EU 2021 Standard Contractual Clauses (and UK addendum/IDTA, as applicable).

Learn more in our Privacy Policy.

Governing Law & Consumer Rights

• These Terms are governed by the laws of Hong Kong SAR, without prejudice to any non-waivable U.S. consumer protections that apply to you.
• Nothing here limits mandatory consumer rights under applicable U.S. federal or state law.

See the full Terms & Conditions and a concise overview in our Terms Summary.

Quick Acknowledgment

By placing an order with VividCozy, you confirm that you:

1. Understand delivery windows are estimates and may be affected by force-majeure events (see Shipping).
2. Accept that custom/MTO and dispatched sea-freight orders are final (see Order Finality).
3. Will follow the stated 30-day initiation / 7-day ship / 60-day arrival return deadlines and fees (see Returns).
4. Will inspect within 72 hours and not install damaged/incorrect items (see Risk & Inspection).
5. Accept risk of loss on carrier handoff (see Risk & Inspection).
6. Are responsible for accurate delivery details and access (see Where We Ship).
7. Accept our privacy and opt-out terms as summarized above (see Privacy).

Questions?

Contact us any time, or use the details below.

Email: [email protected]
 |  Phone: +852 2110 3153

Address: UNIT 917B, 9/F., Tower A, New Mandarin Plaza, No.14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong

Learn more About Us.