Effective Date: June 21, 2025

1. General Use and Access

1.1 This website is intended for personal, non-commercial use only. You agree not to use the site for any unlawful, abusive, or fraudulent activity. We reserve the right to refuse service, cancel orders, or limit quantities at our sole discretion, especially in cases of suspected abuse or violation of these Terms.

1.2 By accessing or using this website electronically, you agree that all agreements, notices, and disclosures provided by us (e.g., via email or website posts) satisfy legal requirements for written communication.

1.3 This Site may contain links to third-party websites. We do not monitor their content or assume liability for their practices; you use them at your own risk.

2. Pricing & Taxes

2.1 All prices are listed in U.S. dollars and may change without prior notice. Unless otherwise stated, prices include:
(a) Factory-direct cost
(b) Sea freight to the continental U.S.
(c) Import duties and basic customs processing

2.2 Prices do not include:
(a) Local/state sales taxes (added at checkout where applicable)
(b) Expedited delivery options or white-glove services
(c) Additional fees for U.S. territories or non-standard destinations

2.3 Once an order is confirmed, prices are locked unless:
(a) You request changes (e.g., delivery updates, upgrades)
(b) A force majeure event or regulatory surcharge arises

You will have the chance to reconfirm before shipment. Post-dispatch changes may result in additional charges.

3. Samples & Credit Policy

3.1 We offer pre-curated sample kits starting at $5. Customers may order multiple kits unless flagged for suspicious usage.

3.2 Sample Credit Policy:
(a) Up to $20 credit toward a qualifying full order (50 sq.ft. minimum)
(b) Valid for 30 days from sample shipment date
(c) Custom samples (e.g., factory-matched designs) are not refundable

3.3 Samples are shipped from local or factory warehouses depending on availability.

3.4 Samples are intended for visual evaluation only. Due to production batch variations, slight differences in tone, gloss, or size may occur between samples and final delivered goods. Such differences are not grounds for return unless significantly deviating from described specifications.

3.5 We reserve the right to reject or limit sample requests from users exhibiting excessive, fraudulent, or non-genuine behavior.

4. Orders & Payment

4.1 Orders may be placed without creating an account. Accepted payment methods include major credit cards, PayPal, and approved business invoicing (for trade clients).

4.2 Orders are not binding until confirmed. We reserve the right to cancel or modify orders due to:
(a) Inventory discrepancies
(b) Payment or verification failure
(c) Incomplete or unverifiable shipping information

4.3 By placing an order, you acknowledge and accept our estimated delivery times, including extended timeframes (e.g., 35–45 days for sea freight), and understand that such lead times do not constitute grounds for cancellation or refund unless otherwise required by law. We may request affirmative consent to these timelines at checkout.

4.4 We reserve the right to respond to any chargebacks or payment disputes with evidence of delivery, product condition, and prior communication. Submitting a dispute without good faith may result in account restrictions or legal action.

5. Shipping & Delivery

Section 5.1 Estimated Lead Times

5.1.1 Delivery estimates exclude processing time (2–3 business days after payment) and any unforeseen delays:
(a) Sample Kits & Vinyl: 3–7 business days with U.S. warehouse
(b) Tile Orders: Sea freight, approx. 35–45 days
(c) Select Vinyl Items: 5–10 business days with U.S. warehouse
(d) Expedited Air/Sea: Optional with surcharge (5–10 day reduction)

5.1.2 Expedited shipping must be requested and approved in advance; additional fees apply based on destination and method.

Section 5.2 Coverage & Methods

5.2.1 We currently ship to the contiguous United States. Orders to Alaska, Hawaii, Puerto Rico, or international addresses may require manual approval and incur additional fees.

5.2.2 Standard delivery is curbside. Inside or scheduled deliveries require pre-approval and added cost.

5.2.3 See our full Shipping & Order Fulfillment Policy for delivery timelines and exception handling.

Section 5.3 Processing Time & Confirmation

5.3.1 All orders require a processing time of 2–3 business days before dispatch.

5.3.2 Shipping timelines reflect transit duration only and do not include processing or customs clearance time.

5.3.3 During peak seasons, adverse weather, or port congestion, delivery may be delayed. We will notify you in such cases.

5.3.4 Please ensure delivery timeframes suit your project schedule before placing full-tile or custom orders, as sea freight shipments are not eligible for cancellation once dispatched.

6. Returns & Refunds

Section 6.1 Eligible Returns

6.1.1 Returns must follow these conditions:
(a) Returns must be requested within 30 days of delivery. Once approved with an RMA number, items must be shipped within 7 days.
(b) Returned items must be unused, unopened, uninstalled, and in original packaging. Full-case returns are required where applicable.
(c) Customers are responsible for return shipping, unless the item is defective or incorrect. For palletized or oversized items, return freight can be significant—please contact us for a quote before returning.
(d) All approved returns are subject to a 35% restocking fee. Original shipping and third-party handling costs (e.g., liftgate, re-delivery) are non-refundable unless the error was ours.
(e) Refunds are issued within 7–14 business days after inspection. We reserve the right to withhold reimbursement until returned goods or shipping proof are received.

6.1.2 All returns must follow this 4-step process:
(1) Submit request → (2) Receive RMA → (3) Ship within 7 days → (4) Refund after inspection.

6.1.3 Claims for missing or damaged items must be submitted within 72 hours of delivery with photo evidence. Claims after this period or post-installation will not be accepted.

6.1.4 Unauthorized returns will not be accepted. If a return request is denied, customers may retrieve the goods at their own expense within 7 days, after which we reserve the right to dispose of them.

Section 6.2 Non-Returnable Items

6.2.1 The following items cannot be returned under any circumstances:
(a) Sample kits. Sample color differences are not grounds for return unless they significantly deviate from described specifications.
(b) Custom-made items or made-to-order items.
(c) Opened or installed products.
(d) Clearance or final-sale goods.
(e) Items that are cut, installed, used, or damaged.
(f) Items returned without an RMA number or beyond the 75-day return window.

6.2.2 Items exempt from returns include samples, custom-made products, opened/installed goods, and clearance items, as required by law.

6.2.3 Please refer to our full Returns Policy for refund timelines, RMA steps, and exceptions. See our Return FAQ for more.

7. U.S. Consumer Rights

7.1 Nothing in these Terms limits your statutory rights under applicable U.S. federal or state consumer protection laws. In the event of any conflict between these Terms and such laws, the latter shall prevail to the extent required.

8. Custom Orders

8.1 Custom textures, sizes, or materials are available with minimum order quantities (typically 100 sq.ft.).

8.2 As permitted under applicable consumer protection laws, made-to-order, customized, or personalized products are not eligible for cancellation or return once production begins.

Section 8.1 Quote Process

8.1.1 The quote process for custom orders is as follows:
(a) Upload a sketch, photo, or description.
(b) Receive quote within 5–7 business days.
(c) Proceed with payment to initiate production.
(d) Typical production lead time: 4–8 weeks.

Section 8.2 Cancellation Policy

8.2.1 Custom orders are generally non-cancellable once production begins:
(a) Cancellation Before Production: Cancellation requests must be submitted in writing (via email or order notes) and explicitly approved by our team before production commences.
(b) Cancellation After Production Begins (but before shipment): If a custom order is cancelled after production has begun but before shipment, a 15% cancellation fee will apply to cover initial production costs.

9. Design Help Disclaimer

9.1 Our free design support—including layout suggestions, moodboards, or tile matches—is intended for visual inspiration only and does not constitute licensed architectural or structural advice.

9.2 Always consult professionals for installation, structural safety, and final design implementation.

10. User Responsibilities

10.1 If you register an account, maintain confidentiality of your password and account information. You are liable for all activities under your account.

10.2 Do not attempt to register a new account without our consent after termination.

10.3 By placing an order, you confirm:
(a) You have verified measurements, style, quantity, and delivery details.
(b) You’ve accounted for cutting waste (suggested 10–15%).
(c) You will inspect all products within 72 hours of delivery.
(d) You will not install damaged or incorrect items.
(e) Installation of any portion of the product constitutes full and final acceptance, waiving any further claims regarding product quality or suitability.
(f) You may not use the Site to distribute malicious software, collect data systematically, or interfere with the Site’s performance.
(g) You acknowledge and accept our estimated delivery times, including extended timeframes (e.g., 35–45 days for sea freight), and understand that such lead times do not constitute grounds for cancellation or refund unless otherwise required by law. We may request affirmative consent to these timelines at checkout.

10.4 Customers are responsible for inspecting all products within 72 hours of delivery and before installation. Installation of any portion of the product constitutes your full and final acceptance of its condition, quality, specifications, and fitness for purpose. Claims for defects, miscoloration, mismatch, or damage will not be honored after installation begins. You agree not to install damaged or incorrect items.

10.5 You also acknowledge that your data is handled in accordance with our Privacy Policy.

11. Risk of Loss and Title

11.1 Risk of loss and title pass to the buyer upon delivery to the shipping carrier. If damage occurs in transit, you must note it on the Proof of Delivery (POD) and notify us within 72 hours.

12. Force Majeure

12.1 VividCozy is not liable for any failure or delay caused by circumstances beyond our control, including but not limited to:
(a) Natural disasters (e.g., earthquakes, floods, storms)
(b) Labor strikes, transport disruptions, pandemics
(c) Acts of war, government restrictions, tariffs
(d) Weather events, port congestion, or customs clearance delays related to international freight

12.2 We will make every reasonable effort to notify affected customers and minimize the impact of such delays. However, these events do not constitute grounds for cancellation or liability claims.

13. Limitation of Liability

13.1 We are not liable for:
(a) Improper installation or product misuse
(b) Indirect, incidental, or consequential damages
(c) Variations due to dye lot or printing batch
(d) Carrier delays, missed deliveries, or return issues

13.2 Our total liability is limited to the original purchase price.

13.3 The Site and content are provided “as is” without warranties. We do not guarantee accuracy, availability, or fitness for your needs.

13.4 To the fullest extent permitted by applicable law, VividCozy disclaims all warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, title, and non-infringement. No oral or written information provided by VividCozy or its representatives shall create a warranty.

14. Intellectual Property

14.1 All content available on this Site—including but not limited to logos, photographs, designs, text, graphics, visual or written materials, and those created with the assistance of AI tools—is the intellectual property of VividCozy or its licensors, and is protected under applicable copyright, trademark, and intellectual property laws.

14.2 Except as expressly permitted by law or with our prior written consent, you may not copy, reproduce, distribute, display, modify, transmit, publish, license, create derivative works from, or commercially exploit any content from this Site.

14.3 You are permitted to forward our electronic newsletters intact to others who may be interested, provided that you do not alter, edit, or monetize them in any way.

15. User Content & Idea Submissions

15.1 If you submit comments or designs to the Site, you warrant that they comply with applicable laws and do not infringe upon the rights of others. We reserve the right to remove any content that does not comply with these standards.

15.2 Unless a separate written agreement is in place, any ideas, inventions, or creative works you submit to us will be granted a worldwide, royalty-free license for us to use, adapt, and distribute for our business purposes.

16. Trade & Business Purchases

16.1 For trade, contractor, or bulk orders, additional terms and conditions may apply. Please contact us to receive a formal quotation and agreement.

17. Governing Law and Jurisdiction

17.1 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.

18. Export Restrictions & Compliance

18.1 Access to the Site is prohibited from territories where content or product purchases are illegal. Comply with Hong Kong and destination country export regulations.

19. Assignment & Breach

19.1 You may not assign your rights or obligations under these Terms without our written consent.

19.2 In the event of your breach, we may suspend your access, contact your ISP to block access, or pursue legal action.

19.3 Accessibility: We strive to make the Site accessible to persons with disabilities. Notify us of any access issues for prompt resolution.

19.4 We strive to ensure our website is accessible to all users, and will make reasonable efforts to accommodate accessibility requests in compliance with applicable standards such as WCAG.

19.5 Download: You may download a PDF version of these Terms [here] (link to be added).

20. Indemnification

20.1 You agree to indemnify and hold us harmless from all claims, damages, and expenses arising from your violation of these Terms, laws, or third-party rights (e.g., intellectual property or privacy).

21. Language & Entire Agreement

21.1 These Terms are interpreted in English. All notices must be in English.

21.2 These Terms constitute the entire agreement between us, superseding prior oral or written understandings.

22. Changes to Terms

22.1 We encourage users to periodically review these Terms to stay informed of updates.

22.2 We reserve the right to update or modify these Terms at our sole discretion at any time. Material changes will be communicated by updating the effective date posted on this Site. Unless otherwise stated, all changes become effective immediately upon posting.

22.3 Your continued use of the Site after such changes constitutes your acceptance of the revised Terms. These Terms operate in conjunction with our Privacy Policy, Shipping Policy, and Returns & Refunds Policy, each of which may be updated independently from time to time.

23. Data Sharing, Commercial Use & Privacy Controls

23.1 We may share limited personal data (such as email address, IP address, and online behavior) with advertising partners (like Google and Facebook) to deliver relevant ads. You may opt out at any time.

23.2 We honor browser-based Do Not Track (DNT) and Global Privacy Control (GPC) signals. When these signals are detected, we automatically restrict the use of marketing and analytics cookies to respect your privacy preferences.

23.3 You agree not to use any automated systems (such as bots, crawlers, or scrapers) to access the Site for any purpose, including copying content or harvesting user data. Use of the Site or any of its content for commercial purposes without a license is strictly prohibited.

24. Contact Us

24.1 Have a question about these Terms?
(a) On-line Form, please refer to Contact Us page.
(b) Email: support@vividcozytile.com.
(c) Phone: 00852 – 2110 3153.
(d) Mailing Address:
UNIT 917B, 9/F., TOWER A, NEW MANDARIN PLAZA, NO.14 SCIENCE MUSEUM ROAD, TSIMSHATSUI, KOWLOON, Hong Kong