Terms & Conditions
Website use, product purchases, custom orders, freight delivery, and related services
Please read these Terms & Conditions carefully before using the Site or placing an order. By accessing the Site, creating an account, requesting a quote, approving a custom design, or purchasing a product or service, you agree to these Terms.
About These Terms
These Terms & Conditions (the "Terms") govern your access to and use of www.vanlivings.com and any related pages, content, tools, communications, products, quotes, custom-design services, delivery services, and installation services offered under the Vanlivings brand (collectively, the "Services"). In these Terms, "Vanlivings," "we," "us," and "our" refer to the seller of record identified in your order confirmation or payment record. "You" and "your" refer to the person or entity using the Services or placing an order.
If you do not agree to these Terms, do not use the Services or place an order. If you use the Services on behalf of a business or other organization, you represent that you have authority to bind that entity.
The following policies are incorporated into these Terms by reference: Privacy Policy; Refunds & Returns; Shipping & Delivery; Warranty Policy. Product-page disclosures, written quotations, design approvals, invoices, and order confirmations also form part of your purchase agreement. For a specific order, a written quotation or order confirmation controls only with respect to product configuration, price, or other terms that it expressly changes.
Eligibility and Account Responsibilities
You must be at least the age of majority in your state of residence and legally able to enter into a binding contract. You are responsible for keeping your account credentials confidential and for activity conducted through your account. Information you provide must be current, complete, and accurate, including your name, billing and delivery addresses, email address, and a telephone number where a freight carrier can reach you. Notify us promptly of unauthorized account activity.
Products are offered primarily for personal residential use. Dealers, resellers, commercial purchasers, design professionals, and contractors must obtain our written approval where required and may be subject to additional written terms.
Product Information and Natural Materials
We make reasonable efforts to present product descriptions, dimensions, specifications, finishes, colors, images, videos, availability, and pricing accurately. Images and room scenes are illustrative. Screen settings, lighting, photography, manufacturing batches, and material characteristics may cause the delivered product to look different from an image without making it defective.
Marble, stone, wood, metal finishes, and other natural or hand-finished materials may vary in veining, grain, color, texture, pattern, mineral marks, seams, and minor dimensions. These inherent variations are part of the material's character and are not defects when they fall within normal manufacturing and industry tolerances. Metric-to-imperial conversions are approximate unless expressly stated otherwise.
Before ordering, you must verify product dimensions, access routes, wall and floor capacity, required clearances, electrical ratings, water requirements, ventilation, and compatibility with your intended installation. Product information on the Site does not replace the model-specific installation manual, safety instructions, local code, or advice from a qualified professional.
Custom and Made-to-Order Products
Many Vanlivings products are made to order or customized by size, stone selection, finish, configuration, or installation requirements. You are responsible for carefully reviewing every drawing, rendering, measurement, material selection, finish, electrical specification, and written quotation before approving production. Your approval by email, electronic signature, checkout selection, or other written communication authorizes us to manufacture the product according to the approved information.
Unless we expressly agree in writing to provide on-site measurement services, all site measurements and access dimensions are your responsibility. We are not responsible for fit issues caused by inaccurate customer-supplied measurements, undisclosed site conditions, or changes made to the installation site after approval.
Requested changes after production begins are subject to our approval and may require additional charges, revised drawings, and a longer production schedule. Custom and made-to-order products are final sale once production begins, except when the product arrives damaged, has a confirmed manufacturing defect, is materially different from the approved order, or applicable law requires another remedy.
Prices, Taxes, Promotions, and Payment
Unless stated otherwise, prices are displayed in U.S. dollars. Applicable charges, including product price, optional services, shipping upgrades, and sales or use taxes, will be shown at checkout or in your written order confirmation. Standard contiguous-U.S. orders are shipped on the duty terms stated in the Shipping & Delivery Policy. You are responsible for charges not expressly included in your order, such as permits, local trade labor, site preparation, electrical work, structural work, or special delivery equipment.
You authorize us and our payment providers to charge the payment method you submit for all amounts shown in your order. We may request identity, address, or payment verification before accepting an order. Promotional codes, discounts, and special offers are subject to their stated conditions, may not be combined unless expressly allowed, and have no cash value. Discounts are not applied retroactively after an order is accepted unless we agree in writing.
Prices and availability may change before we accept an order. If a material pricing, description, or calculation error affects your order, we may contact you for approval of the corrected terms or cancel the affected order and refund the amount paid. We will not substitute a materially different product without your consent.
Order Acceptance and Verification
An automated order acknowledgment confirms that we received your request; it does not necessarily constitute final acceptance. We accept an order when we send an express acceptance, begin production or fulfillment after any required review, or ship the product, whichever occurs first.
We may limit quantities or decline or cancel an order for legitimate reasons, including suspected fraud, payment failure, product or material unavailability, an unserviceable delivery address, a pricing error, export or legal restrictions, or a request outside our supported service area. If we cancel an order after payment and before delivery, we will refund the affected amount, subject to any lawful, previously disclosed charge that applies to a customer-requested cancellation.
Production, Shipping, and Delivery
We currently deliver through the online store to serviceable addresses in the contiguous United States unless we agree otherwise in writing. We do not deliver to PO Boxes, APO/FPO addresses, or locations that cannot safely and lawfully receive freight. Standard delivery is curbside delivery at the property line or end of the driveway. Inside delivery, room-of-choice service, unpacking, debris removal, assembly, and installation are not included unless expressly purchased and confirmed in writing.
Most products are made to order. The production, ocean freight, customs, warehouse, and last-mile windows displayed on the Site or in your order confirmation are good-faith estimates, not guaranteed arrival dates, unless we expressly state that a date is guaranteed. Delivery may be affected by material availability, design approval, customization, customs inspection, port congestion, carrier scheduling, weather, holidays, or other events.
We maintain a reasonable basis for stated shipment estimates. If we cannot ship within the time promised, we will provide the delay notice and choices required by applicable law, which may include your consent to a revised shipment date or cancellation and a refund for unshipped merchandise. Nothing in these Terms limits those rights.
Tracking may not be available during the ocean-freight stage. Last-mile carrier information is generally provided after the shipment reaches the destination warehouse. The carrier will use the contact information on your order to schedule a delivery appointment. You must respond promptly and ensure that an authorized adult is present.
Delivery-Site and Receiving Responsibilities
You must provide a complete, accurate, and serviceable delivery address; disclose access restrictions; and ensure that the delivery point can accommodate the truck and freight. You are responsible for any labor or equipment needed to move the product beyond the included curbside drop-off. Address corrections, missed appointments, redelivery, storage, return freight, or special-equipment charges caused by inaccurate information, site restrictions, or your unavailability may be charged as described in the Shipping & Delivery Policy.
At delivery, inspect the crate or packaging before signing. Record visible damage or shortages on the delivery receipt and photograph the outer packaging, shipping label, and affected areas. Unpack and inspect the product before assembly or installation. Report concealed damage, missing parts, defects, or an incorrect item within seven calendar days of delivery whenever reasonably possible and provide the supporting materials requested in our policy. Prompt notice helps us preserve freight claims; however, this notice period does not eliminate any non-waivable legal or warranty rights.
Risk of accidental loss passes to you when the carrier completes delivery at the agreed location, except to the extent applicable law provides otherwise. This does not limit your rights for verified shipping damage, defects, shortages, or incorrect fulfillment.
Cancellations, Returns, Exchanges, and Refunds
Cancellation and return rights depend on the product and order stage. Under the current Refunds & Returns Policy, an eligible order may be canceled for a full refund within 24 hours of payment if production or fulfillment has not begun. Once production begins, custom and made-to-order products cannot be canceled or returned for convenience. Cancellation of an eligible standard in-stock product after processing begins may be subject to the disclosed payment-processing fee. After dispatch, customer-requested cancellation is unavailable except where applicable law requires otherwise.
Eligible standard, non-custom products may be returned within the policy's stated return window only if they are unused, unassembled, uninstalled, unmodified, in new condition, in the original undamaged packaging, and accompanied by prior written return authorization. Customer-initiated returns are subject to return freight, insurance, handling, and the disclosed restocking fee. Those charges do not apply when the return results from verified shipping damage, a manufacturing defect, an incorrect item, or our error.
Approved refunds are issued to the original payment method after any required return and inspection. Bank or card-provider posting times are outside our control. The complete, current procedures and exclusions are stated in the Refunds & Returns Policy. Nothing in these Terms restricts any cancellation, rejection, refund, or chargeback right that cannot lawfully be waived.
Installation, Site Conditions, and Trade Work
Product purchase and freight delivery do not include installation unless installation is separately selected and confirmed in your order. Any installation service is limited to the scope stated in the written quote or order confirmation. Unless expressly included, installation does not include permits, engineering, architectural work, site measurement, demolition, framing, masonry, finish carpentry, wall repair, painting, electrical service, hardwiring, gas, plumbing, HVAC, ventilation, chimney work, structural reinforcement, debris removal, or correction of pre-existing site conditions.
You must provide a safe, clear, level, dry, structurally adequate, and code-compliant installation area and ensure that all required utilities are ready before installation. Electrical, gas, plumbing, structural, and other regulated work must be performed by appropriately licensed or qualified professionals in accordance with the product manual, nameplate ratings, manufacturer requirements, and local codes. Permits and inspections are your responsibility unless a written installation agreement expressly assigns them to us.
We may use independent service providers for delivery or installation. They are responsible for their own licensed trade work and will identify any separate terms that apply. We are not responsible for damage caused by improper installation, incompatible utilities, inadequate structures, misuse, unauthorized modification, or work outside the agreed scope. The use of a third-party installer or replacement part does not by itself void a product warranty, but damage caused by improper work or an incompatible part is not covered.
Safe and Lawful Product Use
Use each product only for its stated purpose and environment and follow all manuals, warnings, maintenance requirements, and clearance instructions. Do not install an indoor-only product outdoors or in a wet location. Do not bypass safety devices, exceed electrical ratings, use incompatible accessories, or operate a damaged product. Unless a product page expressly states otherwise, a decorative or electric fireplace should not be treated as the sole or primary heat source for a building.
Turn off and isolate power before inspection or service where the manual requires it. Keep combustible materials and unsupervised children or pets away from hot surfaces. If any manual, label, product page, or qualified professional gives a more specific safety instruction, the more specific instruction controls.
Limited Warranty and Service
Products are covered only by the written Limited Warranty made available on the Site and any additional written manufacturer warranty identified for the product at the time of purchase. Warranty periods, covered components, exclusions, claim procedures, and remedies are stated in the Warranty Policy. Warranty service may include diagnosis, remote guidance, replacement parts, repair, or product exchange, as appropriate under the applicable written warranty.
A warranty claim requires reasonable proof of purchase and information needed to diagnose the issue. Do not return a product or part without authorization. Shipping-damage claims are handled under the Shipping & Delivery and Refunds & Returns policies. Nothing in these Terms or the Warranty Policy excludes implied warranties, statutory remedies, or other consumer rights that cannot be lawfully disclaimed or limited.
Website Content and Intellectual Property
The Site and its text, product names, logos, graphics, photographs, videos, renderings, layouts, software, design files, and other content are owned by or licensed to Vanlivings and are protected by intellectual-property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to access the Site for personal shopping and ordinary business evaluation.
Without prior written permission, you may not reproduce, modify, distribute, sell, sublicense, scrape, systematically extract, reverse engineer, frame, mirror, or commercially exploit the Site or its content, except as allowed by law. No license is granted to use Vanlivings trademarks, trade dress, product imagery, or design materials in a manner likely to cause confusion.
Reviews, Images, Feedback, and Other Submissions
If you submit a review, photograph, video, testimonial, design comment, suggestion, or other content, you retain ownership of your content and grant Vanlivings a non-exclusive, worldwide, royalty-free license to host, reproduce, adapt for formatting, publish, display, and share that content for operating and promoting the Services. This license ends if we delete the content from all active uses, except for archival copies and materials already lawfully distributed.
You represent that you have the necessary rights and permissions, that your submission is truthful based on your experience, and that it does not infringe another person's rights or contain unlawful, deceptive, defamatory, abusive, obscene, or malicious material. We may moderate content for legal, privacy, security, relevance, or authenticity reasons. We do not prohibit or penalize honest negative reviews merely because they are unfavorable.
Privacy and Electronic Communications
Our collection and use of personal information are described in the Privacy Policy. By placing an order or contacting us, you consent to receive transactional communications electronically, including order confirmations, design approvals, invoices, shipment updates, delivery scheduling messages, policy notices, and customer-service communications. Electronic records and signatures may be used to the extent permitted by law.
Marketing emails or text messages are sent only as permitted by applicable law and any consent you provide. You may unsubscribe from marketing communications using the provided method, but you may still receive non-marketing communications necessary to fulfill or service an order.
Third-Party Services and Links
The Site may rely on Shopify and third-party payment processors, analytics providers, communications tools, freight carriers, installers, or linked websites. Third parties may have their own terms and privacy practices. We are not responsible for independent third-party websites or services that we do not control. This provision does not reduce our responsibility for selecting or coordinating a provider where applicable law makes us responsible.
Prohibited Conduct
You may not use the Services to violate law or another person's rights; submit false, fraudulent, or misleading information; interfere with Site security or operation; introduce malware; harvest personal information; impersonate another person; conduct unauthorized automated scraping; evade purchase limits; engage in payment fraud; or use our content or products for an unlawful purpose. We may restrict access, cancel affected transactions, or preserve and disclose information where reasonably necessary to prevent harm, enforce these Terms, or comply with law.
Website Availability and Disclaimers
We may maintain, update, suspend, or discontinue all or part of the Site. We do not promise that the Site will always be uninterrupted, error-free, secure, or compatible with every device. General articles, design inspiration, renderings, installation summaries, and customer-service guidance are provided for general information and do not replace model-specific manuals or professional advice.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SITE AND DIGITAL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." EXCEPT FOR EXPRESS WRITTEN PRODUCT WARRANTIES AND RIGHTS THAT CANNOT BE WAIVED, WE DISCLAIM IMPLIED WARRANTIES RELATING TO THE SITE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. THIS DISCLAIMER DOES NOT CONVERT A NEW PRODUCT INTO AN "AS IS" SALE OR LIMIT RIGHTS EXPRESSLY PROVIDED BY OUR WRITTEN WARRANTY OR APPLICABLE CONSUMER LAW.
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, VANLIVINGS AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AGENTS, AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST DATA, OR LOSS OF USE, ARISING OUT OF THE SITE, AN ORDER, OR A PRODUCT, EVEN IF ADVISED THAT SUCH DAMAGES WERE POSSIBLE.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR AGGREGATE LIABILITY ARISING FROM A CLAIM RELATING TO A PRODUCT OR ORDER WILL NOT EXCEED THE AMOUNT YOU PAID TO VANLIVINGS FOR THE PRODUCT OR SERVICE GIVING RISE TO THAT CLAIM. THESE LIMITATIONS DO NOT APPLY TO LIABILITY THAT CANNOT BE LIMITED, INCLUDING LIABILITY FOR FRAUD, WILLFUL MISCONDUCT, GROSS NEGLIGENCE, PERSONAL INJURY CAUSED BY A DEFECT TO THE EXTENT THE LAW PROHIBITS LIMITATION, OR NON-WAIVABLE STATUTORY CONSUMER RIGHTS. Some states do not allow certain exclusions or limitations, so some of the above terms may not apply to you.
Indemnification
To the extent permitted by law, you agree to indemnify and hold harmless Vanlivings and its affiliates, officers, employees, and agents from third-party claims, losses, and reasonable costs arising from your unlawful use of the Services, your material breach of these Terms, your infringement of another person's rights, or your installation, modification, resale, or use of a product contrary to its instructions. This obligation does not apply to the extent a claim results from Vanlivings' own negligence, willful misconduct, product defect, or breach of law.
Events Beyond Reasonable Control
Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disasters, severe weather, fire, epidemic, war, civil disorder, labor disruption, government action, customs inspection, port closure, carrier interruption, utility failure, cyberattack, or supply-chain disruption. The affected party must use commercially reasonable efforts to reduce the impact and resume performance. This section does not excuse payment already due or limit any mandatory obligation to notify you of a shipping delay, obtain consent to a revised shipment date, or refund unshipped merchandise when required by law.
Suspension and Termination
You may stop using the Site at any time. We may suspend or terminate access to the Site for a material violation of these Terms, fraud, abuse, security risk, or unlawful conduct. Termination does not cancel payment obligations, accepted orders, accrued rights, warranty responsibilities, or provisions that by their nature should survive, including intellectual property, disclaimers, liability limits, indemnification, dispute terms, and miscellaneous provisions.
Governing Law and Dispute Resolution
Before filing a formal claim, please contact support@vanlivings.com with your name, order number, a description of the dispute, supporting documents, and the resolution requested. The parties will attempt in good faith to resolve the dispute informally for at least 30 days after receipt of a complete written notice. This informal process does not prevent either party from seeking urgent injunctive relief or filing in small-claims court where eligible, and it does not shorten any statutory limitation period.
To the extent permitted by law, these Terms and disputes arising from them are governed by the laws of the State of Colorado, without regard to conflict-of-law principles. Subject to any mandatory consumer venue right, the parties consent to the jurisdiction of state and federal courts located in Colorado. If the law of your residence gives you mandatory consumer protections or a right to bring a claim in another court, those rights are not waived.
Changes to These Terms
We may update these Terms by posting a revised version and changing the "Last Updated" date. Material changes apply prospectively unless the law permits otherwise. Terms applicable to an accepted order will not be changed retroactively in a way that materially reduces your existing purchase or warranty rights without your consent. Continued use of the Site after an updated version becomes effective constitutes acceptance of the updated Terms for future use and transactions.
Miscellaneous
These Terms, the incorporated policies, and any applicable written order documents constitute the entire agreement concerning the Services and supersede prior communications about the same subject. If a provision is unlawful or unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue in effect. A waiver must be in writing and applies only to the specific instance stated.
You may not assign an accepted custom order or your rights under these Terms without our written consent, except where law permits. We may assign these Terms in connection with a merger, sale, reorganization, or transfer of the relevant business, provided the assignment does not materially reduce your existing rights. Section headings are for convenience and do not affect interpretation.
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:
â—ŹÂ Website:Â www.vanlivings.com
â—ŹÂ Email: support@vanlivings.com
â—ŹÂ Phone:Â +86 19965181478
● Business Hours: Mon-Fri 9:00–18:00 PST