Terms & Conditions
Effective Date: October 22, 2026
Last Updated: October 28, 2026
Website: https://vanlivings.com/
Welcome to Vanlivings. These Terms & Conditions govern your use of our website and the purchase of products and services offered through Vanlivings.
Please read these Terms carefully before placing an order. By accessing our website or purchasing from us, you agree to these Terms and our related policies.
1. Business Information
Vanlivings is operated by 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.
Customer Support Email: support@vanlivings.com
Customer Support Phone: +86 19965181478
Business Hours: Monday–Friday, 9:00 AM–6:00 PM PST
Website: https://vanlivings.com/
Our registered business address is separate from our fulfillment and return facilities. Customers should not send products to the registered business address without written authorization.
2. Website Use and Eligibility
By using our website, you confirm that you are legally capable of entering into a purchase agreement under applicable law.
You agree to provide accurate billing, shipping, and contact information when placing an order.
You are responsible for maintaining the confidentiality of your account information and notifying us of any suspected unauthorized access.
We reserve the right to decline transactions involving suspected fraud, inaccurate information, or violations of applicable laws.
3. Product Information and Specifications
Vanlivings offers luxury stone fireplaces, electric fireplaces, water vapor fireplaces, suspended fireplaces, and related products.
We make reasonable efforts to ensure that product descriptions, photographs, dimensions, materials, specifications, and prices are accurate.
Please review the product details carefully before placing an order.
Natural materials, including marble and stone, may have variations in color, texture, veining, and pattern. Such natural variations are not considered manufacturing defects when they fall within normal material and manufacturing tolerances.
Product photographs and lifestyle images are intended to demonstrate product appearance and design. Lighting conditions, display settings, and natural material characteristics may cause slight visual differences.
Customers should verify product dimensions, electrical requirements, installation conditions, and access measurements before purchasing.
If a product differs materially from the confirmed order or has a manufacturing defect, the applicable remedies are described in our Refunds & Returns Policy and Warranty Policy.
4. Standard Products and Personalized Custom Orders
Vanlivings offers both standard catalog products and personalized custom orders.
Standard Catalog Products
Products purchased in the standard sizes, colors, materials, and configurations offered on our website are considered standard catalog products, even if manufacturing begins after the order is placed.
Eligible standard catalog products may be returned within 30 calendar days after delivery, subject to our Refunds & Returns Policy. Products do not lose their standard-product return eligibility solely because manufacturing begins after an order is placed.
Personalized Custom Orders
Personalized custom orders are products manufactured according to specifications outside our standard catalog options, including specially requested dimensions, materials, colors, finishes, or individually agreed design modifications.
Custom specifications, pricing, production requirements, and any applicable cancellation or return restrictions will be disclosed before purchase and confirmed through the product page, written quotation, or order confirmation.
Once production of a personalized custom order has begun, cancellation or return for change of mind is generally not accepted, where permitted by applicable law.
This restriction does not affect customers' rights concerning manufacturing defects, shipping damage, incorrect products, or other remedies required by applicable law.
A product is not classified as personalized solely because it is manufactured after the order is placed.
5. Product Pricing and Payment
Unless otherwise stated, product prices are displayed in United States Dollars (USD).
The product price and any applicable taxes, optional services, or additional charges will be disclosed during checkout or in the written quotation before the order is confirmed.
Customers are responsible for reviewing the final order amount before completing payment.
Available payment methods are displayed at checkout and described in our Payment Method Policy.
Vanlivings does not charge undisclosed payment-processing or restocking fees.
Prices and product availability may change before an order is accepted. Changes will not retroactively increase the agreed price of an accepted order without the customer's consent.
If an obvious pricing or product information error affects an order, we will contact the customer to explain the issue and provide the option to accept the corrected details or cancel the affected order for a refund.
6. Order Confirmation and Acceptance
After an order is submitted, customers will receive an order acknowledgment by email.
Orders may require payment verification, product specification confirmation, or delivery-address verification before processing.
An automated acknowledgment confirms receipt of the order but does not necessarily indicate final acceptance.
Orders are accepted when we expressly confirm acceptance, begin authorized production or fulfillment, or dispatch the goods, whichever occurs first.
We may decline or cancel an order for legitimate reasons, including payment failure, suspected fraud, product unavailability, material pricing errors, or an unsupported delivery destination.
If we cancel an order before delivery, the amount paid for the canceled products will be refunded, except for charges lawfully applicable to a separate customer-requested cancellation and disclosed before purchase.
7. Shipping Destinations and Delivery Coverage
Vanlivings currently offers standard online delivery to eligible addresses within the contiguous United States (the 48 adjoining states and Washington, D.C.).
Delivery to Alaska, Hawaii, U.S. territories, international destinations, or locations outside our standard service coverage is not included in our standard online delivery service.
Customers requesting delivery outside the standard coverage area should contact us before placing an order.
Such orders can proceed only if we confirm delivery availability, applicable charges, and terms in writing before accepting the order.
We do not deliver to P.O. Boxes, APO/FPO addresses, or locations that cannot safely accommodate the required freight service.
Delivery availability may depend on the product's dimensions, weight, and accessibility of the destination.
8. Shipping Fees and Freight Delivery
Standard shipping is free for eligible orders delivered to serviceable addresses within the contiguous United States.
Large or heavy items may be transported using specialized freight carriers.
Standard freight delivery is curbside delivery, generally at the property line or end of the driveway, where the carrier can safely complete delivery.
Standard delivery does not include
Inside delivery or room-of-choice placement
Moving products upstairs or downstairs
Unpacking or packaging disposal
Product assembly or installation
Structural modifications or construction work
Specialized lifting or site-access equipment
Additional delivery services are available only when expressly offered and confirmed in writing.
If a destination requires special equipment, restricted-access handling, or another service not included in standard delivery, we will disclose the applicable requirements and charges and obtain the customer's approval before proceeding.
We will not impose undisclosed delivery charges after purchase.
Additional costs caused by customer-requested delivery changes, inaccurate addresses, missed confirmed appointments, or other customer-controlled circumstances may apply when the relevant circumstances and charges have been disclosed and agreed upon in advance.
9. Production and Estimated Delivery Time
Vanlivings products are produced in China and routed through our California fulfillment warehouse before final domestic delivery.
Our standard estimated fulfillment process is:
Production: Approximately 10 business days.
International Transportation: Approximately 20 business days from the factory to our California warehouse.
Domestic Delivery: Approximately 7 business days from the California warehouse to the customer's delivery address.
These stages total approximately 37 business days, excluding any additional time required for customs clearance, warehouse receiving, delivery scheduling, or other circumstances affecting the shipment.
Business days exclude Saturdays, Sundays, and applicable public holidays.
Delivery estimates are not guaranteed arrival dates unless a guaranteed delivery date is expressly agreed in writing.
Actual production and delivery estimates may vary depending on product specifications, destination, carrier availability, customs procedures, weather, or other transportation conditions.
The estimate applicable to a particular order will be provided on the product page, during checkout, or in the written order confirmation.
If we cannot ship an order within the promised shipping period, we will notify the customer and provide the choices required by applicable law, which may include accepting a revised shipment date or canceling the affected order for a refund.
For additional information, please refer to our Shipping & Delivery Policy:
https://vanlivings.com/pages/shipping-delivery
10. Shipment Tracking and Delivery Appointments
Tracking information may not be available during the international transportation stage.
When the shipment reaches the domestic fulfillment or final delivery stage, available tracking information or freight carrier details will be provided.
For freight shipments, the carrier may contact the customer to schedule a delivery appointment.
Customers should provide an accurate telephone number and respond to delivery-scheduling requests.
An authorized adult should be available to receive the shipment when required by the carrier.
Customers are responsible for disclosing known access restrictions, including narrow roads, restricted loading areas, or other conditions that could prevent safe freight delivery.
If a delivery problem occurs, please contact support@vanlivings.com.
11. Delivery Inspection and Shipping Damage
Customers are encouraged to inspect the packaging and shipment upon delivery.
If visible damage is found, photograph the packaging and affected areas and note the damage on the delivery receipt where possible.
Please inspect the product after unpacking and contact our support team promptly if any item is damaged, defective, incomplete, or incorrect.
To help us investigate freight damage, we recommend reporting visible or concealed shipping damage within seven calendar days of delivery whenever reasonably possible.
Please email support@vanlivings.com with:
Order number
Description of the issue
Photographs of the product and affected areas
Packaging and shipping-label photographs, where available
Prompt reporting helps with freight claims and resolution.
Failure to report damage within the recommended period does not automatically eliminate any statutory consumer or warranty rights.
Customers should not install, connect, or operate products that appear damaged or unsafe.
For confirmed shipping damage, manufacturing defects, missing components, or incorrectly supplied goods, Vanlivings will provide an appropriate remedy under the applicable policies and law.
12. Order Cancellation
Customers may request cancellation by emailing support@vanlivings.com.
Before Production Begins
Customers may cancel an order before production begins and receive a full refund without cancellation or payment-processing fees.
Standard Catalog Products After Production Begins
Customers may request cancellation after production begins. We will review whether production or fulfillment can be stopped and notify the customer of the outcome. No cancellation fee will be charged unless a specific charge is lawfully applicable and was clearly disclosed and agreed to before purchase. Standard catalog products retain their eligibility for a return after delivery under our 30-day Refunds & Returns Policy.
Once an order has shipped, cancellation may no longer be possible. Eligible standard catalog products may be returned after delivery under our 30-day Refunds & Returns Policy. For change-of-mind returns, customers are responsible for applicable return shipping costs.
Personalized Custom Orders
Personalized custom orders may be canceled free of charge before production begins.
Once production of a personalized custom order begins, cancellation for change of mind is generally unavailable, where permitted by applicable law and where this restriction was disclosed before purchase.
Cancellation restrictions do not limit applicable rights concerning delayed shipment, defective products, or other circumstances protected by law.
13. Returns and Refunds
Vanlivings offers a 30-calendar-day return period for eligible standard catalog products, beginning on the delivery date. Standard catalog products remain eligible even if manufactured after an order is placed. Personalized custom orders are subject to the restrictions described in Section 4 and our Refunds & Returns Policy.
For change-of-mind returns, products must be:
Unused and uninstalled
Unmodified and undamaged
In like-new, resalable condition
Complete with the original parts, accessories, manuals, and hardware
Properly packaged in the original packaging or equivalent protective packaging approved by Vanlivings
Customers must request return authorization before shipping a product back.
Return Shipping Costs
For eligible change-of-mind returns, customers are responsible for return shipping costs.
Large fireplaces and natural stone products may require freight transportation, protective packaging, crating, or palletizing.
Restocking Fees
There is no restocking fee (0%) for eligible standard catalog products returned in accordance with our Refunds & Returns Policy.
No undisclosed restocking or payment-processing fees will be deducted from eligible refunds.
Damaged, Defective, or Incorrect Products
For verified manufacturing defects, qualifying shipping damage, or incorrect products supplied by Vanlivings, we will provide an appropriate remedy and cover reasonable return transportation costs for which we are responsible, in accordance with our Refunds & Returns Policy and applicable law.
Remedies may include repair assistance, replacement parts, product replacement, exchange, or refund, as appropriate under applicable law.
Refund Processing
Once an authorized return is received and inspected, we will notify the customer of the result.
Once an authorized return has been received, inspected, and approved, we will initiate the refund to the original payment method within five business days. The time for the refund to appear in the customer’s account depends on their payment provider or bank.
Additional processing time may be required by the payment provider or bank.
For complete instructions and eligibility requirements, please refer to:
https://vanlivings.com/pages/refunds-returns
14. Return Address and Authorization
Authorized returns are processed through our California return facility:
Vanlivings Return Facility
240 S. 6th Avenue
City of Industry, CA 91746
United States
This facility is used for fulfillment and authorized product returns. It is not a public walk-in retail location unless an appointment is expressly confirmed.
Customers must obtain return authorization and confirmed receiving instructions from Vanlivings before sending any items.
Please do not ship unauthorized returns to our registered business address, manufacturing location, or fulfillment facility.
15. Installation Services and Responsibilities
Product purchases and standard shipping do not include installation unless a specific installation service is separately offered, purchased, and confirmed in writing.
Customers are responsible for confirming the suitability of the intended installation location before ordering.
Installation may require qualified professionals, depending on the fireplace model, electrical system, mounting method, building structure, and applicable local regulations.
Unless expressly included in a written installation agreement, Vanlivings does not provide:
Electrical wiring or circuit modifications
Structural reinforcement
Wall or floor modifications
Plumbing or ventilation work
Chimney installation
Building permits or inspections
Demolition or site preparation
Removal of existing fireplaces
Customers must follow all model-specific installation instructions and applicable building, electrical, and fire-safety requirements.
Installation charges, where offered, must be separately disclosed and agreed upon before purchase.
Damage caused by improper installation, misuse, or unauthorized modification may be excluded from warranty coverage, subject to applicable law.
16. Product Safety and Proper Use
All products must be installed, operated, and maintained according to their specific installation manuals and safety instructions.
Different fireplace types may have different electrical, ventilation, clearance, mounting, and maintenance requirements.
Customers should review the specifications for their selected model before purchasing.
Electric fireplaces, water vapor fireplaces, and suspended fireplaces must only be used in environments and configurations approved for the specific product.
Professional installation may be necessary.
Do not operate a product that appears damaged, has exposed wiring, or presents another safety concern.
Keep combustible materials, children, and pets at appropriate distances from hot surfaces and follow the model-specific safety warnings.
Decorative fireplaces should not be treated as a building's primary heating system unless the product is specifically designed and approved for that purpose.
17. Limited Product Warranty
Vanlivings products are subject to the applicable written Limited Warranty and any additional product-specific warranty disclosed at the time of purchase.
Warranty periods, covered components, exclusions, claim procedures, and available remedies are described in our Warranty Policy:
https://vanlivings.com/pages/warranty-policy
Customers may be asked to provide proof of purchase, product photographs, and relevant information to help diagnose a reported issue.
Warranty claims may be resolved through troubleshooting assistance, replacement parts, repair, replacement, or another applicable remedy.
Warranty coverage does not exclude consumer rights that cannot lawfully be waived.
18. Intellectual Property
The content available on vanlivings.com, including product descriptions, photographs, graphics, logos, videos, designs, and website materials, is owned by or licensed to Vanlivings and protected by applicable intellectual property laws.
Customers may use the website for lawful personal shopping and ordinary product evaluation.
Unauthorized commercial reproduction, distribution, modification, or use of website materials is prohibited except where permitted by law or authorized in writing.
19. Customer Reviews and Submitted Content
Customers may submit reviews, photographs, feedback, and other content relating to their experience with Vanlivings.
Customers are responsible for ensuring that submitted materials are accurate, lawful, and do not violate third-party rights.
By submitting content, customers grant Vanlivings a non-exclusive, royalty-free license to display and use the submitted materials in connection with the website and business operations, subject to applicable law.
We may moderate content for authenticity, relevance, privacy, and legal compliance.
We do not prohibit genuine negative reviews solely because they are unfavorable.
20. Privacy and Customer Communications
Our handling of personal information is described in our Privacy Policy:
https://vanlivings.com/pages/privacy-policy
Customer information may be used to process orders, arrange deliveries, provide support, communicate order updates, and fulfill legal obligations.
By placing an order, customers agree to receive necessary transactional communications relating to their purchase.
Marketing communications will be sent only as permitted by applicable law and customer consent.
21. Third-Party Services
Vanlivings may use third-party providers for payment processing, website hosting, freight transportation, fulfillment, delivery coordination, or other operational services.
These providers may have their own terms and privacy practices.
Using third-party providers does not eliminate Vanlivings' obligations to customers under applicable consumer law.
Customers should contact Vanlivings directly when an issue concerns an order placed through our website.
22. Website Availability and Prohibited Activities
We aim to maintain accurate website information and reliable access to our online store.
However, the website may occasionally be unavailable due to maintenance, technical issues, or circumstances outside our reasonable control.
Customers may not use the website for fraudulent transactions, unauthorized data collection, malicious activities, infringement of intellectual property rights, or other unlawful conduct.
We may restrict access where reasonably necessary to protect the website, customers, or business operations.
23. Disclaimer and Limitation of Liability
Product information, design illustrations, and general guidance on our website are provided to assist customers in evaluating products.
They do not replace model-specific instructions or professional advice where technical installation or safety matters are involved.
To the maximum extent permitted by applicable law, Vanlivings is not responsible for indirect or consequential losses resulting from improper product use, unauthorized modification, or installation contrary to the manufacturer's instructions.
Nothing in these Terms excludes or limits liability for fraud, willful misconduct, gross negligence, personal injury caused by a defect where such limitation is prohibited, or consumer rights that cannot legally be waived.
Our liability for product-related claims is subject to applicable law, express warranties, and any remedies legally available to the customer.
24. Events Beyond Reasonable Control
Production, shipping, or delivery may be affected by events beyond our reasonable control, including severe weather, natural disasters, port congestion, customs inspections, transportation disruption, government restrictions, or significant supply-chain interruptions.
We will make reasonable efforts to communicate material delays and provide updated information.
If an order cannot be shipped within the applicable promised period, customers will receive the notices and options required by law, including cancellation and refunds where applicable.
25. Governing Law and Dispute Resolution
If a customer has a concern about an order, product, delivery, or service, please contact support@vanlivings.com.
Customers should provide the order number, a description of the issue, and any relevant supporting information.
We will make reasonable efforts to resolve disputes through direct communication.
To the extent permitted by law, these Terms are governed by the laws of the State of Colorado, United States, without regard to conflict-of-law principles.
Subject to mandatory consumer protections and venue rights, disputes may be brought before the appropriate courts in Colorado.
Nothing in this section removes consumer protections, statutory remedies, or jurisdictional rights that cannot lawfully be waived.
26. Changes to These Terms
Vanlivings may update these Terms & Conditions to reflect changes in business operations, services, products, or legal requirements.
The latest version will be published on this page with an updated revision date.
Changes will generally apply to future website use and transactions.
Accepted orders will remain subject to the applicable terms agreed upon at the time of purchase, unless a change is required by law or agreed upon by the customer.
27. Policy Consistency and Interpretation
These Terms & Conditions should be read together with the following policies:
Refunds & Returns: https://vanlivings.com/pages/refunds-returns
Shipping & Delivery: https://vanlivings.com/pages/shipping-delivery
Warranty Policy: https://vanlivings.com/pages/warranty-policy
Privacy Policy: https://vanlivings.com/pages/privacy-policy
Payment Method: https://vanlivings.com/pages/payment-method
For return eligibility, return shipping costs, refund procedures, and order cancellation, the Refunds & Returns Policy provides the detailed applicable procedures. If any provision of these Terms & Conditions conflicts with the Refunds & Returns Policy on those matters, the Refunds & Returns Policy will govern, subject to applicable law.
For delivery coverage, shipping fees, transportation methods, and estimated delivery periods, the Shipping & Delivery Policy provides the detailed applicable procedures.
Product-specific terms or personalized custom-order restrictions must be clearly disclosed and accepted before purchase.
No policy interpretation will remove non-waivable customer rights under applicable law.
Please contact support@vanlivings.com if you need clarification about the applicable policy before placing an order. Nothing in these Terms & Conditions or any related policy limits consumer rights that cannot lawfully be waived.
28. Contact Us
For order inquiries, shipping questions, cancellation requests, returns, warranty support, or other assistance, please contact:
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
Website: https://vanlivings.com/