Log in

Return, Exchange and Refund Policy

 

Return and Exchange Validity Period

We offer a 45-day return and exchange window. You have 45 days from the date you sign for and receive the goods to request a return or exchange. If 45 days have passed since your receipt of the goods, we unfortunately cannot offer you a refund or exchange.

Return and Exchange Conditions

We accept returns or exchanges under the following conditions:

  • Appearance Issues: The product has visible damage or flaws upon arrival.

  • Quality Issues: The product has functional defects or structural failure.

  • Sensory Issues: The product has a strong chemical odor, severe color difference from the website display, or similar issues.

  • Wrong Item Sent: The product received does not match the item ordered (incorrect model, size, or color).

  • No Reason (Change of Mind): You simply changed your mind or decided the product is not suitable. Note: For "No Reason" returns, the item must be unused, in the same condition that you received it, and in the original packaging.

Return Process

  • Initiate Request: Contact us via email at assist@vivaharmoni.com or call +1 (551) 247-5977 to apply for a return. You must provide your order number, proof of payment, the reason for the return, and relevant videos or photos showing the issue.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Shipment: You are required to send the product back to our designated return address.

  • Inspection & Refund: Once we receive the product, we will immediately inspect it to verify if it matches the situation you reported. If the inspection is passed, we will arrange your refund immediately. For more information on refunds, please refer to the "Refund Process" section below.

Exchange Process

  • Initiate Request: Contact us via email at assist@vivaharmoni.com or call +1 (551) 247-5977 to apply for an exchange. You must provide your order number, proof of payment, the reason for the exchange, and relevant videos or photos.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Shipment: You need to send the product back to our designated return address.

  • Inspection & Dispatch: Once we receive the returned item, we will immediately inspect it. If the inspection is passed, we will arrange for the new product to be prepared within 1-3 business days. The estimated delivery time for the new product is 7-10 business days. For more information on shipping times, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa or MasterCard) account used for the payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we estimate the refund will arrive in your account within 1-5 business days after we process it. If you have not received the refund after this period, please contact us for assistance.

Fee Rules

  • We Cover Shipping: If the return/exchange is due to product appearance issues, quality issues, odors/severe color differences, or if the wrong item was sent, we will bear the shipping costs.

  • You Cover Shipping: If the return/exchange is for "No Reason" (Change of Mind), the shipping costs for returning the item must be borne by you.

Return Label

To facilitate your return, a return label is included inside every package we ship. You can use this label when preparing your return package.

Responsibility Disclaimer

While we strive for accuracy, minor variations in wood grain or texture in furniture products are natural phenomena and not considered defects. We are not responsible for damage caused by improper assembly (unless performed by a service provider recommended by us), misuse, or normal wear and tear after successful acceptance and use. We reserve the right to refuse returns if the returned goods do not meet the requirements, especially if the goods have been damaged by human intervention.

Order Cancellation

  • Before Shipment: If you wish to cancel your order, please contact us immediately. If the order has not yet been shipped, we will cancel it and issue a full refund.

  • After Shipment: If the order has already been shipped, it cannot be cancelled mid-transit. You will need to wait until you receive the goods and then follow the "No Reason" return process.

Item Condition for Returns

Please ensure that all returned furniture is disassembled and packed securely to prevent damage during transit. We recommend keeping the original packaging materials until you are satisfied with the product, as returning items without original packaging may be difficult or result in transit damage for which we cannot be held responsible.

Contact Us

If you have any questions regarding this policy, please contact us using the information below:

Address: 155 S MAIN ST, SMYRNA, DE 19977-1411, United States
Phone: +1 (551) 247-5977
Email: assist@vivaharmoni.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)