Refund policy

Return Policy:

We accept non-defective returns within 30 days of delivery.

For Christmas seasonal products, return requests must also be submitted before December 25, whichever comes first.

Christmas seasonal products include:

  • Artificial Christmas Trees
  • Wreaths
  • Garlands
  • Holiday Décor

These products are not eligible for non-defective return after December 25, even if the item was delivered less than 30 days earlier.

Eligibility Criteria:

To be eligible for a return, your item must be in its original, unworn, and unused condition, including all items inside the box and in their original packaging. Customers are required to provide photos and videos of the products and boxes. Additionally, a receipt or proof of purchase is necessary.

Initiating a Return:

To start a return, please contact us at inquiry@thevivatrees.com. If your return is approved, we'll provide detailed instructions on where and how to send your package.

Important Note:

Used items can only be returned if there are quality issues. Customers are responsible for processing and shipping costs for both delivery and return if they purchase the wrong product or no longer want it.

Procedure Reminder:

Ensure you request a return before sending back items. Items returned without prior authorization will not be accepted. Vivatrees is not liable for the shipping costs incurred by customers returning packages without authorization.

Non-Returnable Items:

Items that fall under the following categories are non-returnable:

  • Giveaways or free items
  • Used items
  • Items damaged due to human causes
  • Products from unauthorized resellers

Defective or Damaged Products:

If the product is defective or damaged, please provide photos or videos to our customer service within 10 days of receiving the goods. We will cover the return (exchange) shipping costs. Failure to do so within 10 days or a lack of response will make the buyer responsible for any loss.

Return Process:

Upon receiving returned items, we will verify the product's condition within 2-3 business days and initiate a refund within the next 3 business days. We will notify you of the refund status. Approved refunds will be automatically processed through your original payment method. Please note that the bank or credit card company may require additional time to complete the refund.

If you have any questions, please contact us at inquiry@thevivatrees.com.