VIVIO LIGHTING RETURN AND REFUND POLICY
Last updated: June 7, 2026
Your satisfaction is important to VIVIO Lighting. This policy explains how returns, refunds, damaged goods, defective goods, cancellations, and backorders are handled for purchases from viviolighting.com.
Customer responsibility for order accuracy
Customers who place orders online are responsible for reviewing product selections, quantities, finishes, shipping information, and order details before checkout. Customers who place orders by phone or in store should review their receipt for accuracy within 24 hours.
Standard return process
To begin a return, call online sales at 1-833-438-8256. In most cases, we will email you a Return Goods Authorization number and return instructions. Products must be returned to the warehouse address listed on the return authorization. Do not ship products back without authorization.
Return packaging and labeling
Repack products in the original box with the original packaging materials. Include all parts, manuals, hardware, accessories, and packaging. Use the return label provided or your own label, and write the RGA number exactly as instructed. Do not write directly on the manufacturer's product box because this may affect resale condition and may result in denial of the return or additional fees.
Return shipping
Use a carrier that provides a tracking number and signature confirmation. We recommend that you insure the shipment. Do not use USPS for returns that require confirmed delivery and signature confirmation. If we cannot confirm delivery of your return, your refund may be delayed or denied.
Return authorization expiration
You will have 7 days to return the product from the date the return is approved by VIVIO Lighting or the manufacturer. After 7 days, the return authorization may expire and no replacement, refund, or credit will be provided unless we approve an extension in writing.
Refunds
Once the returned item is received, inspected, verified to include all original contents and packaging, and confirmed to be free of damage, the refund process will begin. Approved refunds will be issued, less applicable restocking fees, freight charges, and non-refundable charges, to the original payment method when possible or by check from VIVIO Lighting. Refunds by check are typically issued within 14 business days after final approval.
Returns without proper RGA or wrong warehouse
Items returned without the proper RGA number or sent to the wrong warehouse may be subject to a 50% restocking fee or denial of the return. If credit is approved in these cases, it may be issued as store credit only.
Items not eligible for return or credit
The following items are not eligible for return or credit unless required by law or approved in writing by us:
- Special purchases, clearance items, closeout items, inventory sale items, final sale items, custom items, and built-to-order items.
- Items that have been assembled, installed, modified, used, wired, cut, clipped, altered, or damaged.
- Items not in resalable condition.
- Items not accompanied by a valid RGA number.
- Items not in the original box with sufficient packaging materials.
- Light bulbs, parts, and shades.
- Items not purchased from VIVIO Lighting.
- Shipping and handling charges.
Damaged and defective goods
If your product arrives damaged or does not work properly, inspect the product and packaging immediately and contact VIVIO Lighting as soon as possible. Include your order number, photos of the product, photos of the packaging, and a description of the issue. Keep all packaging materials and damaged goods until the issue is resolved.
Small package deliveries
For smaller UPS or FedEx deliveries damaged in transit, contact us immediately instead of refusing the package. If damage is reported within 7 days, we can work to file a claim and resolve the issue. Replacements or refunds may be hindered or denied if defective or damaged merchandise is not reported within 2 business days of receipt.
Large package and freight deliveries
Immediate inspection is especially important for large items such as chandeliers, large pendants, and glass items shipped by freight carrier. Note any damage on the bill of lading or delivery receipt before signing, even if the package appears only slightly damaged. Customers who sign for delivery without noting visible damage may assume responsibility if merchandise is later found damaged.
If the product appears significantly damaged, you may refuse delivery. Notify VIVIO Lighting immediately so we can anticipate the return and work toward repair or replacement. VIVIO Lighting will repair or replace damaged or defective goods at no additional charge when the damage or defect is properly reported and covered by this policy. If you prefer a return instead of repair or replacement, the standard return policy applies, including any applicable restocking fee and deduction of original shipping and handling costs.
Failure to follow return procedures for a damaged item may result in a charge for a replacement item. Returned items found to be in working condition or shipped as ordered may not be eligible for a refund. In that case, we may ask whether you want the item shipped back to you at your expense or whether you prefer store credit subject to applicable restocking fees.
Returns damaged in transit to us
If a return is damaged on its way back to the return destination, we will notify you and hold the product for up to 15 days. It is your responsibility to file a claim with the shipping carrier and instruct us what to do with the damaged product. If we do not receive a response within 14 days, the item may be donated or destroyed.
Cancellation requests
If you want to cancel an order that has not shipped from VIVIO Lighting, our store, or the manufacturer, call 1-833-438-8256 and speak with a sales associate. We will submit a cancellation request to the manufacturer or supplier when needed. You will receive an email acknowledging the cancellation request and another email confirming whether the cancellation was successful. Please allow up to 24 hours for cancellation confirmation.
Some items may already be shipped or in transit and cannot be canceled, rerouted, or redirected. If an order has shipped, you must follow the standard return process. Do not refuse delivery of non-damaged goods. Refusing delivery may result in restocking fees up to 50%, round-trip shipping charges, loss of product, and loss of refund eligibility. Some custom-made or built-to-order items cannot be canceled.
Backorders
If you are considering canceling due to a backorder, call us first to verify the current status. Manufacturer backorder dates can change quickly, and some items may ship sooner than expected. Because cancellation requests are time sensitive, call 1-833-438-8256 and speak with a store associate instead of relying only on email or voicemail.
Chargebacks
Please contact us before initiating a payment dispute so we have an opportunity to resolve the issue. Chargeback disputes can significantly delay return processing. Nothing in this policy limits any rights you may have under applicable law or your payment card agreement.
Questions
Call 1-833-438-8256 or email billing@viviolighting.com for return questions.
