Return & Refund Policy
Effective Date: August 4, 2026
At Vanlivings, every fireplace product is carefully inspected and packaged before shipment. This policy applies to all orders placed on vanlivings.com. Please read the full terms below carefully before placing your order.
1. Order Cancellation
You may request an order cancellation by contacting our support team at support@vanlivings.com. Cancellation rules vary based on order status:
Free cancellation window: Orders can be canceled with a full refund within 24 hours of payment, before production or fulfillment is officially initiated.
After production begins:
For custom, made-to-order, or customized products, cancellation is no longer available once production has started.
For standard in-stock products, cancellation requests will be reviewed, and a 4% non-refundable payment processing fee will be deducted from the refund amount to cover third-party payment provider charges.
No cancellation is available once an order has been dispatched for delivery.
You may request a return for eligible in-stock, non-custom products within 30 calendar days of delivery.
To qualify for a return, the product must meet all of the following conditions:
● It is unused, unassembled, and in brand-new original condition
● It remains in its original, undamaged manufacturer packaging
● It has not been installed, modified, altered, or damaged by the customer
● The return has been pre-approved by our customer support team with a valid return authorization number
Returns shipped without prior written authorization will not be accepted, and no refund will be issued.
Custom and made-to-order items are not eligible for standard returns; please see Section 3 for details.
3. Custom & Made-to-Order Products
Most Vanlivings fireplace products are made to order or customized based on size, material, finish, or installation requirements. This includes, but is not limited to:
● Custom-size fireplaces
● Marble fireplace surrounds
● Built-in fireplace units
● Special finish products
● Made-to-order fireplace mantels
● Customized fireplace systems
Return rules for custom products
Custom and made-to-order products are final sale and not eligible for standard return, exchange, or cancellation after production begins. This policy is prominently displayed on each custom product detail page before checkout.
Exceptions only apply if the item arrives with confirmed shipping damage, manufacturing defects, or fulfillment errors (wrong item delivered). In such cases, we will provide a resolution per the terms outlined in Section 5.
4. Return Shipping Costs & Restocking Fee
Return shipping responsibility
● Customer-initiated returns (e.g., change of mind, size mismatch, ordering the wrong model): The customer is responsible for all return freight, handling, and insurance costs. For large freight items, we will provide a firm, itemized shipping quote for your approval before you arrange the return shipment.
● Seller-responsible returns (e.g., shipping damage, manufacturing defect, wrong item delivered): We will cover all return shipping costs and arrange freight pickup at no extra charge to you.
Restocking fee
A 10% restocking fee (calculated based on the product subtotal) will be applied to all approved customer-initiated returns, to cover inspection, repackaging, warehousing and restocking labor costs.
● No restocking fee applies to returns caused by product defects, shipping damage, or our operational error.
5. Damaged, Defective, Missing or Incorrect Items
Delivery inspection
Please inspect the outer package for visible damage at the time of delivery. Note all damage on the delivery receipt before signing, and take photos of the outer packaging and shipping label for records.
Claim window
If you discover concealed damage, manufacturing defects, missing parts, or an incorrect item after unpacking, please contact us within 7 calendar days of delivery and provide:
● Clear photos or videos of the damaged/defective/incorrect product
● Photos of the outer and inner packaging
● Photos of the shipping label
● A clear description of the issue
Resolution options
Once we verify the issue, we will arrange an appropriate solution at no extra cost to you, which may include:
● Replacement of damaged or missing parts
● Remote repair guidance and support
● Full product exchange
● Full or partial refund
6. Installed Products
● For customer-initiated returns (change of mind, size mismatch, etc.), products that have been assembled, installed, used, altered or modified are not eligible for return. Please verify all product dimensions and specifications before installation.
● For confirmed manufacturing defects, we provide warranty coverage and resolution options (repair, replacement parts, or exchange) even after installation, per our product warranty terms.
7. Refunds
Once we receive and inspect the approved returned item, we will process your refund within 3 business days.
● Refunds will be issued to your original payment method.
● Please allow an additional 5–10 business days for the refund to post to your account, as processing times vary by bank and payment provider.
● Applicable payment processing fees, return shipping fees, and restocking fees will be deducted from the refund amount where applicable.
8. Exchanges
● Exchanges are available for standard in-stock products within the 30-day return window, subject to return eligibility rules.
● For custom or made-to-order products, exchanges are only available for confirmed product defects or shipping damage.
● If the exchanged item has a price difference, we will collect the additional amount or issue a partial refund accordingly.
9. Non-Returnable Items
The following items are not eligible for return or exchange:
● Custom-made and made-to-order fireplace products
● Products that have been installed, assembled, used, altered or modified (except for confirmed manufacturing defects)
● Products damaged by improper installation, misuse, neglect or accidental damage
● Products returned without original manufacturer packaging
● Clearance, final-sale, or discontinued items
● Special-order materials or finishes
10. How to Request a Return
1. Contact our support team at support@vanlivings.com with your order number, reason for return, and supporting photos.
2. Our team will review your request within 2 business days, and provide a return authorization number and shipping instructions if your return is approved.
3. Repackage the item securely in its original packaging, and clearly mark the return authorization number on the outer box.
4. Ship the item back per the provided instructions, and share the tracking number with our support team.
5. Once we receive and inspect the item, we will process your refund or exchange accordingly.
Contact Us
If you have any questions about this return and refund policy, or need help with an order issue, please contact our customer support team:
● Website: www.vanlivings.com
● Email: support@vanlivings.com
● Phone: +86 19965181478
● Business Hours: Mon-Fri 9:00–18:00 PST