Returns & Refunds Policy
1. 30-Day Returns for Standard Products
We accept eligible returns of standard catalog products within 30 calendar days after delivery. Standard sizes, colors, materials, and configurations remain eligible even if manufactured after an order is placed. To qualify for a change-of-mind return, the item must be unused, uninstalled, unmodified, undamaged, and in like-new, resalable condition; all original parts, accessories, manuals, and hardware must be included. Original packaging or equivalent protective packaging approved by Vanlivings is required. Customers must request return authorization before shipping. Installed, used, modified, or customer-damaged products are generally not eligible for change-of-mind returns. This does not limit applicable rights for defective or incorrectly supplied goods.
2. Return Shipping and Restocking Fees
For change-of-mind returns, including incorrect standard size or color selection, the customer pays return shipping. Large fireplaces and stone pieces may require freight transportation, protective crating, or palletizing; costs vary by location and product. There is no restocking fee (0%) for eligible like-new standard returns. Products that fail the eligibility conditions may be declined for a change-of-mind return; we will explain the assessment and available options. We do not impose undisclosed restocking fees. For verified manufacturing defects, qualifying transportation damage, or incorrect products supplied by Vanlivings, we will provide the applicable remedy and cover reasonable return freight costs for which we are responsible.
3. Personalized Custom Orders
A personalized custom order is a product made to specifications outside the standard catalog options, such as a customer-requested non-standard size, special stone selection, finish, color, or other individually agreed modification. Such restrictions must be disclosed before purchase on the product page or written quotation. Change-of-mind cancellation or return is not accepted once production of a personalized custom order has begun, where permitted by law. Standard catalog options are not automatically classified as personalized merely because manufacturing starts after purchase. Legal rights for defects, incorrect products, or qualifying damage remain unaffected.
4. Damaged, Defective, Missing, or Incorrect Items
Please inspect your order promptly after delivery. If your item is damaged, defective, incomplete, or incorrect, email support@vanlivings.com with your order number, a description, and photos of the product, outer packaging, and shipping label where available. Keep packaging if reasonably possible. We may arrange repair assistance, replacement parts, replacement, exchange, refund, or another appropriate remedy according to the circumstances and applicable rights. Do not install, wire, fuel, or operate a product that appears unsafe. Prompt notice helps investigate freight damage but does not waive non-excludable rights.
5. Return Authorization and Procedure
To start an eligible return within 30 calendar days after delivery, email support@vanlivings.com with the order number and reason. Provide product and packaging photos if reasonably requested. Our team will verify eligibility and issue return authorization (RMA), packaging requirements, and freight instructions. Do not send goods to the manufacturing facility or any address without authorization. Keep the freight receipt and tracking details.
6. California Return Facility
Authorized returns of eligible products, including large natural stone fireplaces, are received through our California return facility: 240 S. 6th Avenue, City of Industry, CA 91746, United States. Return authorization and confirmed receiving instructions are required before shipping. This address is a fulfillment and return facility, not a walk-in retail location unless an appointment is explicitly confirmed.
7. Refund Timing
After the authorized return has been received and inspected, we will notify you of the outcome. Approved refunds will be initiated to the original payment method within five (5) business days after inspection and approval. The payment provider or bank may take additional time to post the funds. Customer-paid return freight for eligible change-of-mind returns remains the customer's responsibility. Contact support@vanlivings.com if you have questions about your refund.
8. Order Cancellation
Before production begins, orders may be canceled free of charge. For standard catalog products after production begins, customers may request cancellation; our team will check whether it can still be stopped. A request is not approved until we confirm it. If an order cannot be stopped and has shipped, eligible standard products may be returned after delivery under the 30-day policy. Personalized custom orders may be canceled free of charge before production begins; change-of-mind cancellation is generally not accepted after production begins, subject to applicable law and pre-purchase disclosures. Statutory rights, including any rights arising from delayed shipment, are not excluded.
9. Exchanges and Installation
For a different standard size, color, or model, contact us to discuss an eligible return and separate replacement order. Change-of-mind freight costs remain the customer's responsibility. Fireplaces must be installed in accordance with the manufacturer's instructions and applicable local electrical, building, structural, and fire-safety requirements. Professional installation may be necessary. Incorrect installation does not automatically eliminate rights for an independent manufacturing defect.
10. Contact and Business Information
Vanlivings
Business Operator: HONGKONG SMARTMAK CO., LIMITED
Registered Business Address:
Room 704, 7/F, Block A, New Mandarin Plaza,
14 Science Museum Road, Tsim Sha Tsui East,
Kowloon, Hong Kong
Support Email: support@vanlivings.com
Support Phone: +86 19965181478
Business Hours: Monday–Friday, 9:00 AM–6:00 PM PST
Nothing in this policy limits consumer rights that cannot lawfully be excluded.