Return policy
1. RETURN ELIGIBILITY
At Vivaplusinteriors, we want our customers to be satisfied with their purchases.
Refundable Items |
Non-Refundable Items |
---|---|
Standard-priced garments |
Personalised embroidery/prints |
Defective/damaged goods |
Final sale & clearance items |
Incorrect shipments |
Altered or washed products |
Key Conditions:
✔️ 30-day window from delivery date
✔️ Original tags attached + unblemished packaging
✖️ No perfume/odour traces (garment-specific requirement)
2. CANCELLATION PROTOCOL
Pre-Delivery Cancellation:
Email support@mail.vivaplusinteriors.com within 24 hours of order placement
Include order # and reason
Post-Delivery Returns: Proceed to Section Ⅲ
3. RETURN PROCESS
Step 1: Authorisation Request
① Email support@mail.vivaplusinteriors.com with:
Order # + 4-angle HD photos/video
Original packing slip image
② Receive RMA# and instructions within 48hrs
Step 2: Packaging Standards
⚠️ Mandatory:
Use dust bags for delicate fabrics
Seal in a crush-proof box (no poly mailers)
Enclose the printed RMA form
Step 3: Shipping & Costs
Self-arranged shipping to:
Guangzhou Returns Hub, Room 306, Building 1, Changgu Zhihuifang, No. 3 Hupai Road, Suzhou High-tech Zone
Cost responsibility:
› Customer pays unless verified defect
› International returns mark customs form: "RETURNED GOODS - Value: $0"
4. REFUND & REPLACEMENT PROCESS
Resolution Type |
Timeline |
Financial Terms |
---|---|---|
Refunds |
3-5 business days |
Original payment method (-10% restocking fee* if applicable) |
Replacements |
Shipped in 48hrs |
Free + waived shipping |
Store Credit |
Instant |
110% of item value |
*Restocking fee waived for: Defects, size exchanges, first-time returns
5. DEFECTIVE ITEM PROTOCOL
Reporting Requirements:
Notify within 72 hours of delivery (extended for international)
Submit:
» Time-stamped video showing a flaw under daylight
» Batch tag close-up
» Order # visible
Company Obligations:
Cover return shipping + provide prepaid DHL label
Bonus: 15% discount voucher for future orders
6. SPECIAL PROVISIONS
Region-Specific Rules:
EU/UK Returns: VAT refunds processed via reverse charge mechanism
USA Returns: Compliance with FTC "Mail Rule"
Middle East: Hijabs/abayas require a hygienic liner intact
Garment Care Violations:
25% deduction for:
› Stained interiors › Removed care labels › Steam iron damage
CONTACT RESOLUTIONS TEAM:
✉️ support@mail.vivaplusinteriors.com (priority response)
☎️ +86 19277278014 (Mon-Sat 8:30-18:30 GMT+8)