Return & Refund Policy
At Vanlivings, each fireplace product is carefully prepared, produced, inspected, and packaged before shipment. Please review our return and refund policy before placing your order.
Order Cancellation
If you need to cancel your order, please contact us as soon as possible.
Orders may be canceled before production begins. Once production has started, cancellation requests may not be guaranteed, especially for made-to-order, custom-size, or customized products.
If an order is canceled after payment has been processed, a 4% payment processing fee may be deducted from the refund amount, as this fee is charged by the payment provider and is non-refundable.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Custom & Made-to-Order Products
Most Vanlivings fireplace products are made to order or customized based on product size, material, finish, or installation requirements.
Custom or made-to-order products are non-returnable and non-refundable unless the item arrives damaged, defective, or there is a confirmed manufacturing issue.
This includes, but is not limited to:
- Custom-size fireplaces
- Marble fireplaces
- Built-in fireplace units
- Special finish products
- Made-to-order fireplace surrounds
- Customized fireplace systems
Return Eligibility
To be eligible for a return, the product must be:
- Unused and in original condition
- In the original packaging
- Not installed, modified, or damaged by the customer
- Approved by our customer support team before return shipment
Returns without prior authorization may not be accepted.
Return Shipping Costs
If a return is approved for reasons unrelated to product damage or manufacturing defects, the customer is responsible for all return shipping costs.
For large freight items, return shipping can be expensive. Please make sure the product, size, material, and delivery details are correct before placing your order.
A 20% restocking fee may apply to approved returns.
Damaged or Defective Items
Please inspect your package carefully upon delivery.
If your product arrives damaged or defective, please contact us within 48 hours of delivery and provide:
- Photos or videos of the damaged product
- Photos of the outer packaging
- Photos of the shipping label
- A clear description of the issue
Once we review the information, we will help arrange an appropriate solution, which may include replacement parts, repair support, exchange, or another suitable resolution.
Missing Parts
If any parts are missing from your order, please contact us within 48 hours of delivery. We will review the issue and arrange replacement parts if confirmed.
Installed Products
Products that have already been installed, used, altered, or modified cannot be returned unless there is a confirmed manufacturing defect.
Please inspect all items before installation.
Refunds
Once an approved return is received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Shipping fees, payment processing fees, and restocking fees may be deducted from the refund when applicable.
Exchanges
If your product arrives damaged or has a confirmed manufacturing issue, we may offer an exchange, replacement part, or repair solution depending on the situation.
For custom or made-to-order products, exchanges are only available for confirmed product defects or shipping damage.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made products
- Made-to-order fireplaces
- Installed products
- Used products
- Products damaged by improper installation or misuse
- Products without original packaging
- Clearance or final-sale items
- Special-order materials or finishes
Contact Us
If you have any questions about returns, refunds, or product issues, please contact our customer support team before sending any item back.
Email: support@vanlivings.com
Website: www.vanlivings.com